My good customer service skills...

Dis morning rain was terribly + horribly + unbelievably HEAVY... Luckily I'm sheltered all da way to the clinic, if not my long black pants will be a goner... :)

Due to the superduper heavy rain, patients were sooo pathetically few okie!

Xiao mao liang san zhi only...

By 8.30am we had nth to do coz no more walk-in patients le... *hahahz*

So slacked ard a little bit, and *BOOM* suddenly got many patients... *diaoz*

Aniwae, I'm kind of moody right now becoz nearing the end of the day, one of the CEs called me into her office, and instantly I got a bad feeling tat it's sth serious/bad tat she wanted to talk to me abt...

Indeed, how true/predictable I am. Or how my sixth sense is so accurate...

She told me tat there's a LADY patient who complained abt me a few days ago... *hahaz*

I was like, huh? Realli arhz??? Coz I realli couldnt remember I've been rude to a LADY patient before...

Her complaint was sth like, "Her tone of voice shows me tat she's not willing to help, etc..." blah blah blah.

BUT my CE was realli, realli, realli nice. She dint scold me or wadsoever... She thinks it's the patient who's being sensitive coz she feels tat I'm okie at my work... *woo!* I'm so touched when I heard her say tat... She dint put me down or anything, and told me to be more careful in the future... *hahahz* So sweet of her, right...

After I left her office, I was still racking my brain to remember the LADY patient... And *snap fingers* I finally recalled...

And ya, I shall admit guilty, BUT! BUT! BUT!, it's actually tat bloody patient's bloody fault, not mine! The worst thing of all was tat the patient dint even realise it's her bloody problem... I muz explained clearly and thoroughly wad happened exactly, and let you, my clever readers, decide on the justice of all dis shit.

Aniwae, wad happened was tat she brought her precious ickle son (who's like, 16??) to the clinic coz he has a sore eye. And let me stress this, his sore eye was nothing serious can??!!! She was so freaked out over it...

Firstly, she took the X number, a 'special condition' number tat is meant for elderly of 80+ and new-born babies... When I asked her why she took tat number, she says her son is a special condition becoz of the red eye... *rolled eyes severely*

I politely, and I stressed, politely, explained to her the meaning of special conditions... But she insisted on seeing the doctor faster coz her son might go blind in the next minute. WTF.

So I sent her to see the nurse. And after a while she came back with the nurses' green light to give her a priority number to see the doctor faster...

Okie, so I registered her and everything, and she dint even say thanks, but tat's fine wif me...

BUT after like, ten minutes or so, farking irritating mother came back down to my counter again and requested to change a doctor, becoz tat doctor she was supposed to see was still seeing a patient...

I mean, COME ON, YOU SELFISH AND STUPID AND SENSELESS WOMAN! The doctor was treating the patient before you, so give them some time! I know your son is precious darling to you, but wad abt other ppl?? Dun tell me they dun have parents and nobody who cares about them? They are also sick lorz! And I can bet on all my Forever21 clothes tat they were more ill than your stupid boy's sore eye.

I told her to wait a few more minutes, coz the doctor might be still attending to the patient, and she couldnt wait... BUT I couldnt transfer her to another doctor's room becoz her son's file had already been sent up... So if she wanted a transfer, we would have to run up to look for the file, sent back down to the registration counter, and do all the paperwork again...

Tell me, isnt this going to take more time???

I explained to her, pacfiying her to wait a while more as her number will be called shortly... BUT guess wad? Her skull was too thick for anything to go through...

I was on my wit's end... I realli felt like smacking her face and make her understand simple english... Can you imagine my pain and misery of explaining time and time again to ppl like her?

Then her husband came down and told her to go up and wait...

SO DAMN BLOODY RIDICULOUS right?? I mean, she's already been given a jump-queue number, which had already saved her hours of waiting time, and she's still not satisfied???!!!

She's behaving as though the moment she reached the doctor's room, the doctor muz be ready to serve her.

WTH. There's so such thing okie! You think wad, doctors veri free to waste time waiting for you to shake your big fat arse up to them? Are you kidding me???

So tat's the end of all dis shit. Waddya think? Honestly, I dun think I'm at fault becoz there's a limit to one's patience and tolerance, and tat freaking mother had hit my limit not once, but twice...

*fuming mad*

And oh, by the way, I'm proud to say tat MY service provided up til now has been good, if not better, becoz most of the times I'm willing to go the extra mile for patients, old or young, black or white, smelly or not, ugly or pretty and etc...

Take for example today. There were TWO indian male patients who were veri grateful for my help to them. One of them even shook my hand as if he was presenting a trophy to me or sth. Another came back to look for me after seeing doctor juz to salute me (as a signal to say thanks)... *hahahz*

Take for another example, yesterday. QM and I were slacking at the counters coz the morning consultation period had ended. But we still helped a guy to register coz he had made prior arrangements. After answering some of his doubts and was successful in sending him up to see doctor, he doubled back his steps, knocked on our glass panels (our curtains are closed) juz to tell us tat our service was realli good, and he was impressed wif us...

And there were tons and tons of other occasions whereby I helped patients to the best of my ability (I even saved many Banglas' lives, okie!!!) becoz I feel tat they are sick ppl, so let's dun be so calculative wif them... Open one eye, close one eye, my shifu always says...

So, wad's the moral of these stories??

Correct.

Tat I provide a veri good customer service to all.

Well, there's definitely gonna be some exceptions coz I'm not saint, and neither are the patients. But it takes two hands to clap, right? If the patient is being guai lan (rude/ incorrigible/ arrogant/ attitude), of course I muz 'fight' back rite???!!!

HEY! It's you who's being rude in the first place, not me! Dun expect me to shower YOU wif my good service becoz you simply DO NOT deserve it. Like I said, there's a limit to one's patience and tolerance... Even if you can't respect me, pls at least show some respect for yourself...

Aniwae, tat's a first time someone complained against me, and I'd be lying if I say I dun care abt it, becoz I do!

It's breaking my record of being a clean, complaint-free employee okie! Of course I'd feel a bit, but only a bit, down... At least there were some realli sweet patients who appreciated my help and they offset wadever negative feelings I'm feeling or has felt... =)

Thankfully, my CEs are cool with it becoz they understand the patients can be demanding and unreasonable at times...

And to tat over-anxious mother, if you can't wait for even a short 10 minutes, you can jolly well go to a private GP... I know you come to polyclinic becoz of the cheap charges. And to tat over-anxious mother's son, it's high time for you to start learning to see doctors by yourself...

Yes, I'm cursing you to fall sick every now and then so tat'll give you a chance to visit polyclinics often AND no nurses will give you a smaller number to jump the queue... They say practice makes perfect...

Maybe next time when you fail to get a jump-queue number and force to wait for 2 hours to see a doctor, you'll remember there's a sweet and helpful gal who had given you the smaller number before and helped you saved all the waiting time, and then you'd be realli grateful to her and be utterly ashamed of your mother who filed a complaint against her.

Yup, you mark my word.