We need to improve standards of service

Dear Editor,

In the light of deteriorating standards of service, an exceptional event was captured and published on the front page of Kaieteur News’ March 20 edition. It was the photograph of a young policeman, in full gear, using his free hand to assist a senior citizen to cross the road. The scenario served as a timely reminder of the Guyana Police Force motto, ‘Service and Protection’. The action of that policeman is particularly commendable since it is worrisome when some servicemen are observed turning a blind eye to matters within their mandate. His exceptional service is not just noteworthy, but exemplary.

We are all too familiar with shoddy customer service even from representatives of supposedly reputable entities. Most of the poor service is directly related to a lack of professionalism. There are a number of factors that contribute to this, the most frequently cited being inadequate remuneration. What I suspect though, is that complacency, arrogance, incompetence and insensitivity are the main forces that haunt our service sectors.

One can write to an entity or enter an office and the service staff will seem reluctant to provide the relevant attention. When and if they do, without prompting, standard courtesies or greetings are often faint if not absent. The service one receives thereafter is often guided by the initial greeting, or the mood of the providers.

A troubling reality is that our society seems to accept this unsatisfactory and uncultured substandard service. It has become so endemic that there is often stout resistance or retribution for anyone who dares object. Such is the situation in some mini-bus zones.

Government is urged to engage key representatives within the public and private sectors to implement mechanisms that will require their agents, staff and representatives to provide good service and serve the Guyanese public with courtesy and professionalism. The implementation of corrective systems, whether incentivised or punitive should be considered.

Poor service standards have adverse socio-economic effects. They create discouragement, dissatisfaction and frustration. They stymie entrepreneurship and affect investors’ confidence.

The action of that captioned policeman assisting a member of the public should serve as an inspiration to those of us who serve. Individual and corporate service providers should challenge themselves daily to serve with honour, despite any underlying personal or institutional challenges.

Service should be dispensed the way we would like to receive it.

Yours faithfully, Orette Cutting