Today, i was looking through my office email and saw this topic on Annual Conference 2017. I was laughing at one moment and recalling back those moments where i was chose from my department to help out by acting a role of a difficult customer (Mr Taufik). It was a good opportunity for me to join this event where we showcase to our organisation what are the issues that the frontline deal with and the approach we use to ensure that we give a better solution to lessen the burden of our customers who are going through hard times.
Being in frontline is never easy. Frontline are the first to get hit/scold/cursed/sweared. Of course, those violent people will be dealt by the law and the organisation will pursue legal actions on them. I have seen and experienced it myself.
Comparing to my previous job, I was respected because of my rank. When i changed job to frontline staff, I told myself "Seriously, i must be joking". Even my own family teased me due to my impatience & my aggressiveness. But i took that as a challenge (Macam Paham this part). Initially i thought it was an easy job. NOPE! It is the WORST SHIT I'VE EVER WENT THROUGH. I mean it. If it wasn't because of building a family life and worked 8am - 5pm so that i have time to spend with my future family, I would have stayed in my previous job and still be respected due to my rank/position. However I still stayed in this organisation and let me be honest with you, my previous job still offered me to get back again & I still declined.
Who knows about this? Only my fiancee. She reminded me which is better? High income with luxury life with less family time spent OR stable income with more family time spent. Tough decision uh, Yat. Well i think you know the answer.
Bottom line is being the frontline is the most important role in the organisation and the organisation is really highly depended on you. Most of the times, those other departments in your organisation who don't deal directly to frontline customers like us...They DON'T REALLY CARE ABOUT YOU. So those frontliners, be proud of it that you handle the pressure by the customers.
Especially these modern days where customers are demanding and aggressive. They are not educated even though they are degree holders. They are NOT the difficult customers. To those idiotic customers that post online and share bad reviews about the frontline officer, they will always dealt with the law later. When the people in blue uniform attend those violent cases or use their personal lawyers to pursue legal actions on those idiots who tarnish their names through online, will suddenly became coward and start to say "i didn't mean to do that". By the time the legal letter comes to you...it is too late lah BODOH and they will start to claim compensation from you because you are the keyboard warriors. This keyboard warriors love to ask sympathy from the public view. Things happen to you can't rewind it. There is always a reason why the organisation put a feedback form through their e-services. Seen it and witnessed it.
Let me share with you, those difficult customers are the really smart ones who tried to beat the system secretly and see the loopholes in the system. For your info, they are not even aggressive. They are those happy people with evil mind who knows how to beat those systems without you noticing it. That's the reason why there is always policy changes in any other organisation because this people are the ones that tested the system secretly and make your life difficult due to the new policy changes.
Why I stayed here in this organisation? Simple. I gained a lot of experience by listening to their walk of life. The bankruptcy, divorcees, the single mother, new wed couples, the fiance fiancee, the parents who been thrown out from their home by their own child. Really...It is a lot of people. I learned many things from them and thanks to my organisation for giving me this golden opportunity to work with them. It is hard to get this kind of experience and knowledge. Because of this shared story by my customers, i tend to appreciate life better and be thankful. I even leaved a mark in my customer's life. Some came back to me just to thanked me for giving them sincerity solutions. Some even thanked me outside when i was with my fiancee. I'm touched by their comments and was amazed that they sincerely appreciated my advice.
This is what my fiancee told me when she see this situation. Dear, you're really leave a mark on their life. She told me that she is proud of me. Some customers even prayed to their God to make my life better ahead and return all my good deeds. Watching people happy with their life makes me happy too.
That is why i still stayed in my current job. No doubt. It is the greatest working experience i ever had. Even though i am not high ranked officer or a managerial level, I am happy that there are people who appreciated my advice and make a better life ahead for themselves. I am just a public officer who is at a small counter table who gave general advice on procedures on buying and selling. Nothing much.
To those frontline officers, be proud of your job because no one wants to do this job. Think in a positive way rather than negative way.
To those idiotic customers, treat us with respect and not like servants. Stop whining like a bitch in your social media reviewing negatively about frontline officers. Trust me. You won't gain anything out of this. But if you share your whining stories and those difficult situation you encounter to the frontline officer in a good manner, trust me they will help you with sincerity. Don't bullshit around and say you pay my service. You're going to tell me that you pay my monthly income with bonus is it? So don't be BODOH. Thank you. If you feel that you are not treated right, you can always approach their supervisors/manager or use their company feedback form rather than social media. Bear this in mind, whatever you say, think carefully what you say, because your words could lose their jobs.
To those frontline officers, if a customer treat you with respect, please treat them back the same and don't take advantage of the situation. Listen to them because we always fail to listen at times.
Point to note: What goes around, comes around.
Posted By: Hidayat Esa
Hidayat & Ila Ashila
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Hidayat Esa & Ashila Ahmad