The Bhutanese and the Customer Service

Bhutan has developed fast track in many field such as telecommunication and other developmental activities which involved huge money. On the other hand, customer service is something which doesn’t need anything to change and develop. It’s just a mentality of people which needs to be improved. Some outsider tagged Bhutanese as very social and jolly. Likewise, even when we travel overseas, we miss our country for the same social reason.

This is totally different in the area of customer services in all spheres which has customer dealings. Forget about the government outlet who are entitled their salary at the end of the month without any problem but even the private and corporate firms who knows that their daily wages depends on business which again depends on the number of the customers also treat customer in no different manner. They all treat customer as if they are doing favour to the customers for free.

A very good example of ill treatment can be Bank of Bhutan. At one instance, I was there to deposit some cash in another account with different branch where we will be charged for transferring money. Since that was first time transferring money by directly depositing in that account, I had to ask what I should be filling up and all but that lady was so upset to give me a proper hand. Then I ironically begged her pardon and help me out. I guess she felt bit guilty as then she handed me two forms to fill up. After few days I went to exchange some money and I saw an elderly man charging another in-charge for being so rude. He was pointing out all the reasons that have been running back of my mind every time I visit BOB.

At another point, I went to order a spectacle for my mom with a prescription from Druk Optical. Right after entering the door, my mom asked if one of the sales persons could show us a least expensive frame so that even if she spoiled it, she can afford another one. To our utter surprise, one of the sales girls said, we don’t show you. You have to go around and pick it yourself. Then I asked, how am I supposed to know the rate, because it is not labeled in there. To this, she said, you have to come and ask where both of them were talking on the centre table and shortly joined by a guy from inside.

These are the few examples, but likewise, many shops also follow same trend. It is very sad and shame to learn that people who deal with customer doesn’t know the value of customers. They show all their temper and grudges on customers. We should not have to be equal to western countries in the field where sales persons or help-deskers can really give you unfailing smile and artificial compliments whole day long but at least, be nice and polite to some extent.

In Thimphu, you go around shops and ask to see few things, but first thing shop keepers ask is, do you wanna buy it? What matters is ‘now’ for Bhutanese people, they don’t care for future scope. You do the same thing in western country, unfold many clothes and bring all stuffs down on floor and if you walk out without buying a thing, they will say thank you after you. This is the difference!