Be more courteous

TS,Wednesday June 30, 2010

I REFER to the letter “Check rude behaviour” (The Star, June 25) and feel that action should be taken to
stem the tide. We ought to be ashamed of ourselves for subjecting the writer and his family through
such ordeals while on holiday in Malaysia. Those who make snide remarks about visitors have no
place in the tourism industry and they are a disgrace to the sector.

As it will take a considerable amount of time and resources to train all front liners, it may be more
effective to adopt a rippling strategy. The Tourism Ministry should compel those running
tourism organisations and companies to undergo training on customer care if their staff are found to be
rude.

These bosses will in turn ensure their staff members are properly trained and disciplined and given
strict instructions not to be rude to customers under any circumstances. It is important to note that
quite often, many Malaysians do not intend to be rude as their behaviour might be commonplace
and acceptable in our society.

Take for example people who live in families or communities who smoke heavily. They can cough
 repeatedly near you without attempting to cover their mouths or move away.

Another example is when cashiers return change. I always place the money in the cashier’s hand and
expect the same in return. Instead, some just place the change on the counter top and disregard my
open palm.

There are also many who do not know how to use the elevator, escalator or walkalator. They rush into
lifts before those inside can get out; grasp both sides of the escalator and prevent others in a hurry
from walking past, and similarly block the walkalator, treating it as a ‘standalator’

Some tourism trainers were adamant that Malaysians were not rude when reacting to a survey
published in the international media recently.

Yes, Malaysians are a friendly lot but it does not necessarily mean that we cannot be rude.

Rudeness rears its ugly head whenever courtesy is lacking.

Although an outward display of courtesy can mask inner hostilities, it is a springboard to good
behaviour such as politeness, kindness and compassion.

Lack of courtesy will lead to rude behaviour, and the most obvious occur daily on Malaysian roads.
Others include littering, spitting, bringing a lighted cigarette into the lift, not giving up seats to the
elderly, disabled and pregnant women and having little respect for other people’s time by habitually
arriving late.

Saying “Sorry” or “Thank You” also seems to be missing in the vocabulary of some tourism front
liners. So is the lack of urgency.

The slogan “Proud to be Malaysian” is just an ego booster to those who can still be proud of
themselves when they are doing a lousy job. Instead, we should be humble, take pride in the work
we do, take responsibility for our jobs and be happy to be of service to others whether we
think they deserve it or not. When we do that, even foreigners will be proud of us.

YS Chan

Kuala Lumpur