‘THIRD WORLD SERVICE’

The spirit of Ubuntu is a South African phenomenon that is used as a yardstick or true measure of an individual’s humility or kindness towards their fellow human, as well as an act of ‘common decency’ that is afforded to another human being to somehow project a sense of unity among people in our society.

Now, you are allowed to correct me if I’m wrong because that definition is entirely my own interpretation of what Ubuntu is and is subject to any form of criticism, but for the most part I’m kind of right. Defining Ubuntu is not in any way the premise or telling of how the rest of this column will go, as it has nothing to do with South Africans, but it is in reference to today’s agenda on this column.

I find the spirit of Ubuntu somewhat of a relevant concept, not only in South Africa but in Africa as a whole, and can rightfully attest to the fact that us emaSwati have been practising Ubuntu for years, dating back to over a century, it is the foundation this country was built on. We live and breathe Ubuntu, we are Ubuntu in every essence of the word.

However, as of late, common decency has become an uncommon practice among ourselves, the words do not resonate with us anymore, it’s as though none of us can recall the importance of it or understand the emphasis our forefathers made on common decency. We have all been subjected to lack of common decency through the questionable customer service rendered in almost every sector in this beautiful kingdom, lafa elihle kakhulu as a friend of mine would say.

I am reminded of the countless personal experiences where the service delivery has been compromised by the mere attitude of the individual rendering it. From grocery stores, to public enterprises, to downright government offices, you name it I’ve had my fair share of bad experiences.

Bad

Bad service delivery has become a norm in this country, when you are rendered a good service you find yourself thinking there must be a catch, is their senior around perhaps? This honestly baffles me, because for a country that prides itself on dignity and respect, we sure do know how to give bad customer service.

Many can attest to this, mostly the lower middle class, as I have had a variety of conversations with frustrated individuals in queues, letting me know of how the system is rigged and entirely favours the wealthy. I’ve never seen a customer service personnel smile and greet someone, including myself, who has only purchased two or three items, let alone one item that doesn’t amount to much, and I have concluded that good service is selective, it is only afforded to those who let you ‘keep the change’, or ‘buy you lunch’ for a job you get paid for.

I’m not saying don’t tip the waiter, tipping is standard procedure, I’m saying you tip for a service already rendered to you, not tip to actually receive the service. I’ve stood for hours in line to receive a service some have merely flashed some cash to receive in just under a minute, it’s a common practice, an unspoken truth.

These are services people are paid to do mind you, not something they wake up and show up to do out of their own free will. Therefore, are we asking for too much by requesting for better service in a country that is aiming for First World status in a space of two years, I think not?

However, it’s not all dark and gloomy in the customer service world; we need to give credit where credit is due. Petrol attendants honestly deserve all the awards, all of them.

They are not recognised enough for their respect for customers and overall spirit of Ubuntu, I do not know if the same person is in charge of customer service in all petrol stations around the country, but I’m pretty convinced they all have the same written policy regarding good service. Good for them for treating the customer with the dignity and respect they deserve. Salute to them!
Till next time, have a good weekend.

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