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Poor customer Services
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1st Sgt Welsh



Joined: 13 Dec 2010
Posts: 946
Location: Bandar Seri Begawan, Brunei

PostPosted: Sun Jun 19, 2011 12:36 pm    Post subject: Reply with quote

deadlift wrote:

I have to say, some of the most vocal complainers I know are themselves very difficult customers. The kind that make extensive changes to menu items, insist on very particular preparation or presentation of their food, and generally make little effort to explain their requests. They throw their toys over every little thing, and can be downright insulting to service staff.

Excellent point! Just because people are whining doesn't mean it's always justified. Certainly it's understandable to complain about having to put up with dreadful service, but I'm sure every hospitality worker in the world can tell plenty of stories about having to put up with dreadful customers. I know I could!

I worked as a waiter/bartender for years when I was younger and, in many ways, it was a real eye-opener. When you are working in these types of jobs, it doesn't take long to realize just how exceptionally pig-ignorant and rude people can be! Naturally, this was not all customers and, of course, you expect to have to put up with a bit of this when you take the job in the first place. However, I was surprised to find out just how common it was. Anyway, based on my experience, whichever jackass it was who coined the phrase "the customer is always right" deserved, IMHO, a swift kick to the groin about four seconds after they first said it Wink.

I like to think now that I am, at least more so than most people, polite and patient when I deal with service staff simply because I know what's it's like to be at the other end. I have often heard that one of the justifications for national service is that it builds young people's characters. To hell with that! If you truly want to make the world a better place, make it compulsory for everyone to bus tables for three months or something Wink.
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PattyFlipper



Joined: 14 Nov 2007
Posts: 572

PostPosted: Mon Jun 20, 2011 5:40 pm    Post subject: Reply with quote

I'm With Stupid wrote:
I think the comparison that really stood out to me was Cambodia. Frankly, they wipe the floor with Vietnam when it comes to customer service.


I was about to make the same observation. I live in Cambodia and customer service here, at least in non-technical industries, is generally very good, to the point where on the comparatively rare occasions that it is not, it comes as something of a shock to the system. Cambodians may sometimes be a little lacking in training, but they are almost always pleasant and willing to please. Several times I have had service-staff go beyond the call of duty to assist me. Very different to my experiences in Vietnam, Thailand, China and even Korea, where I sometimes felt that people were actively looking for reasons to erect obstacles.

I chuckled at the comment about Vietnamese wait staff playing 'scissors, paper, rock' to determine who should have the misfortune to serve the foreigner. The Thais often do this too, metaphorically at least, or will alternatively flee in abject horror at the prospect of having to interact with the round-eyed, two-headed, transplant from Alpha-Centauri. I have certainly never experienced that here in Cambodia, where many of the younger staff speak at least a little English (some of them very well) and the ones who do will usually make a point of being the one to serve a Westerner. Visitors to the region often remark how much better the service is in Cambodia compared to its larger neighbours.

Overstaffing is common here too, as it is in Thailand, so I think it is an Asian rather than just a communist phenomenon.
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The Mad Hatter



Joined: 16 May 2010
Posts: 165

PostPosted: Tue Jun 21, 2011 3:32 pm    Post subject: Reply with quote

Quote:
Overstaffing is common here too, as it is in Thailand, so I think it is an Asian rather than just a communist phenomenon.

Isnt this whole Orwellian stuff supposed to be from Asian cultural origins ?.
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esbam2002



Joined: 26 May 2011
Posts: 54

PostPosted: Sun Jun 26, 2011 10:39 am    Post subject: Reply with quote

I'm With Stupid wrote:
I used to go to a bar/restaurant every day, and there was one supervisor who was really good. She left, and the service suffered massively. I don't think you can blame the wages, because working in a restaurant is a low-paid job anywhere in the world. It's basic management and organization that is responsible for problems like billing errors, wrong orders, and an inability to bring meals out at the same time.


Having come from the US, and had leadership training when in the army, I find Vietnam is no different in this than the US, where only 1 in 10 managers really knows how to effectively lead. Most are incompetent, poorly trained, or are on some authority and power trip thinking they are above those they lead. That is most likely why they are called "managers" and not "leaders," since all they do is manage paper and numbers basically.

If anything Vietnam is worse in poor management, something that can as well be seen from foreigners working in the schools or businesses here, because of their authoritative system. I lost count how many Vietnamese managers think that they can just order me, or other westerners, to do something and we will act without question as a Vietnamese would. They fail to understand that here they can do that, but for us if you want efficiency and quality results there is a psychology to leading us. This is as well the same way they are leading Vietnamese, who are no different, from what I can see, then westerners in that if you want results and quality lead from the front and with respect.

As for Cambodia hands down the Cambodians wipe not only the floor, but the rest of most everything else with Vietnamese. After one trip to Phomn Penh, for a visa, there was a huge difference. I had trouble at the border, do to some idiot Vietnamese telling me that I could still get a visa at Moc By, forgetting to tell me that my paper said I needed to go to Phomn Penh. I of course didn't find this out until I left Cambodia, cancelling my single entry visa there. I found myself stuck in the area of "no man's land" between the two countries. The Vietnamese were not helpful at all, and in fact got smart with me. Where as, the Cambodian border guard after I showed him everything and explained things to him, said follow me as he got my exit papers back, actually going station to station to find them, had the guy stamp my old visa again making it legal, and even go me a new bus to get to Phomn Penh. You want to talk about a good impression vs. a bad impression. Even in Phomn Penh everyone, that I met, was friendly, helpful, and polite. Much different than here, and this is an attitude shared among foreigners who I know.
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snollygoster



Joined: 04 Jun 2009
Posts: 478

PostPosted: Sun Jun 26, 2011 11:45 pm    Post subject: Poor service Reply with quote

this is an attitude shared among foreigners who I know.

110% agree. It only takes a short trip out of Vietnam to get the feeling everyone in Vietnam is out to harrass you and make even the smallest most insignificant transaction a world shaking event of "them and us" types.

The phrase "You catch more flies with honey" has no significance in Vietnam, where I feel the honey would be eaten by the hunter.

I recall an argument with an Immigration officer who insisted I did not have a valid visa for Vietnam, and he was about to get me taken away, when to save his face I turned to the page where the visa was. Certainly not thankful that I had just saved him embarrassement, he could only grunt, glare and stamp my exit with a scowl. Next time I would allow him to arrest me and let him be the centre of an international incident!
I guess his "bosses" would close ranks behind him and keep him safe anyway.
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mark_in_saigon



Joined: 20 Sep 2009
Posts: 837

PostPosted: Mon Jun 27, 2011 3:06 am    Post subject: your mileage may vary! Reply with quote

Sounds like the above mentioned visa incident might have been viewed as an income earning opportunity and you either did not realize it or were not willing enough to play your part. Just a guess.

Another feature of their culture is the nouveau riche syndrome we all see. If someone has reached the point of owning a car, he often has also taken ownership of the middle of the road as well. We all know the terrible reputation the Viet Kieu have among their own people, how so many of them enjoy lording it over their poor, unenlightened brothers.

In the states, my last real job was in a large corporate environment, part of which had a manufacturing component. Of about 500 builders, about 20 were VN born. When the quarterly awards were given, about half of those awards went to the VN. We can easily see that there are some very intelligent, motivated and capable people among the VN. The same culture that makes those builders the best ones also creates these nightmare incidents we are discussing. It may be that suffering through their often dreadful lives gives them extra motivation to excel when given the chance. This has traditionally been a male dominated society with little sympathy for the feelings and needs of those who are in an inferior position. The communist system did not do much to improve that, most of these communisms being actually more totalitarian, rather than embracing the true theoretical tenants of communism.

While I generally agree that this system is mostly a mess, I do find that we have some solutions and rewards. First, we are getting paid a far higher amount than they are, average wage nationwide being somewhere around a grand, of course no one knows for sure, but close enough for understanding. So, we can certainly afford to pay up when we find that a business does not suit our needs. Of course, paying up does not always improve service, sometimes it is an even worse value, but the point is, we can afford a good life here, although we all have to often accept the ridiculous service and delivery of the product. Most of the important things in my life cost 1/3 to as low as 1/10 of what I must pay in the states. Grit your teeth and enjoy the product, the price you pay for the price you pay is the price you pay.

We should all understand that the more of our guys we see, the less enamored "they" are with us. Life in District 1 is very different from life in Hoc Mon, or anywhere they rarely see us. Get out of the cities (and touristy areas), and it is even better. Not that service markedly improves, but life in general does to the point where the aggravations become much smaller. Of course, this is not where the jobs are, so, not much most of us can do about that.

By the way, this raises the question of what we are doing to make them lose their love for us. I am sure we have all seen in our travels out of town how friendly they can be, and in the metro and tourist areas how we have become chumps and targets. What are we doing to poison the relationship? Another question that is mildly related, I have posted it before but somehow it dematerialized, perhaps it is just too hard for us to face: why is it that when we (foreigners in VN) see each other in the streets, the majority of us look away and pretend we do not exist to each other? I used to be so innocent about this, and assumed my fellow westerners would love to chat and share notes on where to go and what to avoid and all, instead, they mostly want to avoid each other! I can understand not traveling the beaten path, but when we are less than 1% of the people here, it would seem we could at least smile at each other and recognize each others existence. One gender is even more adamant about this concept of ignoring their own people than the other, I can really only speak for myself on all this, but it is interesting to speculate, of course. It is my opinion that we are not totally innocent in the way that the VN perceive us, and if we want our best results, we need to look at our own personal shortcomings and understand, it aint just them who is at fault here.

We have to understand the realities of their system (it is their system), which certainly would not meet western standards, and work within it, getting the rewards that are out there, and accepting and dealing with the built in deficiencies. When purchasing here in large quantities for a western business, the buyer has to accept all this, making extra allowances he would never accept back home, closer inspections, more built in uncertainty on execution as per agreement, extra insurance, more risk, he does this primarily because of the superior price.

My main suggestion for us all is this: understand that there are a few very special people out there who can help us enormously. Rather than thinking your most important amigo here is a beer drinking buddy from your native country, understand the most important person in your life is a VN who can manage the majority of your interactions with the VN (other than your work, of course). Just as products cost you a small fraction of what they do back home, this special person will not have to cost you 20 bucks an hour either, in fact, one of the greatest rewards for him/her is likely the special improvement in skills acquired by exposure to your splendid self. In return, this person can get you the normal prices on most everything, help you understand what is really happening, get you in the right places, avoiding the wrong ones and cause untold happiness. He/she might even be counted on to protect you from injury or be instrumental in saving your life. I have seen it happen with my own unworthy eyes.

It is my opinion that most of our guys do not make their best choice in this important aspect of our lives. This is a subject that is not really proper for this forum. But, to the new guys here, or those who are considering coming over, I would say, yes, you can likely get a job, but it is probably not going to be as rewarding as you expect, and not until you have established yourself. This is not a great place to come just for a visit, or to just work for a few months, or to come with limited resources backing you up. You have to dedicate yourself to this as your new home, and understand that the VN are really your people now, as much or more than the westerners, who you should still try to help and be friendly with. I would never recommend a person move here without an extended visit first. Most people should be able to write this place off without a visit if they will just study the scene in detail. It is pretty obvious what it is and is not.
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snollygoster



Joined: 04 Jun 2009
Posts: 478

PostPosted: Mon Jun 27, 2011 5:33 am    Post subject: Well said Reply with quote

So true- So much doom and gloom, BUT when one of we foreign devils is lucky enough to find a good honest local, (they ARE there), how the world changes for the better.
I have been lucky indeed with friends, but not so lucky with jobs and business dealings-but having a good local on side sure smooths out the wrinkles.
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