Customer Service Standard of Pass Offices

last SG · 2009-11-21T11:40:30+00:00

I don't see why this has to become a huge issue.A simple polite but firm line of "Sorry, you need your NRIC/Driving Licence to sign in because it is the only...

Orge SG

Well, I kinda experienced this when i went over to this camp to pass my brother some things. I had to head to the pass office to exchange for a pass. Well I did not bring along my IC along with me and so I asked if my other id was ok which is my club id. It has my photo, my ic, full name.

Well the person who attended to me said no. Then he interrogated me. (1) He said "Why you didnt bring your IC". (I need a reason to not to bring, i didnt know i had to?). Well I replied, "Cos i left it at home?" WOW then guess what he said. (2) HE said "Why you put at home?" (Isnt this guy too much?) (FYI, im a civilian) I replied, " Cos I forgot to bring?" (3) He asked again, "Why you forgot to bring?!" I was so pissed that I said, "You mean i cant forget to bring?"

Well i was rejected of my id.

I mean what kinda attitude is that fellow trying to do to a civilian? No respect? If he doesnt even respect someone who is a civilian, how does he respect officers?

Then I asked for his name. He covered his name on his No. 4. But ive already managed to see it. So I wanted to speak to one of his superior to clarify his disgusting way of talking. Well I know in the pass office there wouldnt be any officer around. But i asked him. He asked the SGT who happens to be oblivious as well. So i waited there for 10 min without anyone doing anything.

Annoyed, I sent a mail to Mindef, Chief Of Army and etc. The reply I got was only from the Customer Service Officer which was, "We have already informed the camp and the person attended to me will be councelled." What is the actual punishment n procedure for such barbaric and uncivilised manners? You mean they put such gangsters to interact with the public? SAF taught this to them for NS? Don't think they'd teach immoral values. Lack of manners you can forget talking about discipline to protect the citizens and country. Try asking him to speak this manner to his officers and see what he get, COUNSELLING? In his dreams. So the punishment from mindef is counselling?

deathmaster SG

actually, the person did the right thing. you are suppose to sign in with ur nric in exchange.

Orge SG

ya. its their procedure. But not that manner of speech. kinda too much. Hes like sarcastically challanging me. so unruly. I dont see the way he speak when i interacted with people from CMPB and other camps. they'll go like "sorry sir, we only exchange for ic etc etc" dont you guys get that as well.

stellazio SG

yep, they're supposed to addressed you poltiely, and not challenge you on why you forgot to bring etc..

they're just supposed to go" sorry but im afraid we cant let you change pass without your nric" along those lines..

Hitman3 SG

I BET HIS TONE WOULD BE POLITE IF U HAD A MINISKIRT N LONG LEGS.

maybe he would let u feel his rifle and personally take u ona tour around his camp if u shook yer backside or something.....

why cant they just have normal guards instead.

Lokey SG

Most likely the SGT will just tell the boy to be more polite.

Actually passing something to a person who is staying in camp is not a valid reason to enter the camp, in the first place.

The boy may not study much so his language capability is limited. Forgive him blah.

dkcx SG

Are civilians wanting to pass things to someone in camp even allowed to enter the camp?

In the past, i never allow civilians into camp for such a reason except those who are driving into camp to fetch their spouse. Those who want to pass something to anyone, normally we call the person to come down to the guard room and they pass each other the stuff at the gate with the NSF inside camp and the civilian outside camp.

Anyway the person was doing his job and its just a matter of attitude which is mostly just going to get him a verbal warning only.

Gedanken SG

Are civilians wanting to pass things to someone in camp even allowed to enter the camp?

Exactly. I'd be looking at the brother for a potential security breach.

Second, as GC or DO I would have been reprimanding the guard - for wasting that much time talking to this chick. All he had to do was say, "No IC no entry" and be done with it.

Third, the kid was most likely an NS man. He's one of the unwilling, going into the unknown to do the unnecessary for the ungrateful, and here you have a sanctimonious little peahen trying to justify her fuckup at the same time expecting service as if she was at a counter in Tangs instead of at the gate of a military facility. Really now, who owes who an apology?

sbst275 SG

even so, it ought to be polite manner

It's not abt NS or anything, it's a basic decent sense of customer r/s.

Gedanken SG

even so, it ought to be polite manner

It's not abt NS or anything, it's a basic decent sense of customer r/s.

Customer? Has the SAF gone into retail or hospitality?

Hell, the only "customer" I had when I was serving was the poor bugger who was trying to slow down my rounds.

CF18 SG

Orge, you are right to say that he has to be more polite. But also, he might be inexperienced or just pissed off at his boring job. So i dont think that doing anything else other than confronting him then and there is a good thing.

sbst275 SG

Customer? Has the SAF gone into retail or hospitality?

Hell, the only "customer" I had when I was serving was the poor bugger who was trying to slow down my rounds.

come on, this is e decent understanding on how to deal w/ civilians or non SAF personnel. This is applicable to even out of SAF, i.e. in other govt depts, private sectors.

You can't be going around rude to other people esp to ppl you dun know.

Gedanken SG

Fair nuff. Like I said, the kid should have told her that an IC was required, and if no IC was produced there was no more scope for discussion. That should have been the end of that, but he decided to be a smartarse and got a slap on the wrist for it, and given that two attempted breaches of security protocols were attempted by this girl and her brother, she's got some cheek demanding that the kid be punished.

For God's sake, she wrote to the Chief of Army on account of the kid being rude - does she think the COA has nothing better to do than deal with petty bullshit like this? Who the hell does she think she is? What's next, 7 days DB for sneezing in the wrong direction?

sbst275 SG

sometimes when doing duty, just be careful when dealing w/ ppl you dun know.

Sometimes if things turns sour or ugly, the other party wants to formally write a complain still u lugi one. Cos the ppl always think they're right even w/ being rude

Lokey SG

sometimes when doing duty, just be careful when dealing w/ ppl you dun know.

Sometimes if things turns sour or ugly, the other party wants to formally write a complain still u lugi one. Cos the ppl always think they're right even w/ being rude

Dont worry too much. SAF footman are not trained for "quality service excellence", top quality, quality management...

Since they are not trained on customer services, it is not their fault. What can the officer do is to send them for course.

sbst275 SG

Dont worry too much. SAF footman are not trained for "quality service excellence", top quality, quality management...

Since they are not trained on customer services, it is not their fault. What can the officer do is to send them for course.

dun tell me this

many would eventually ORD, work in the society... Is that too much to ask for?

Gedanken SG

sometimes when doing duty, just be careful when dealing w/ ppl you dun know.

Sometimes if things turns sour or ugly, the other party wants to formally write a complain still u lugi one. Cos the ppl always think they're right even w/ being rude

Well, I'll count myself lucky that the OCs and COs during my service had common sense. They would receive the complaint with the utmost seriousness and gravity, and then file it in the most appropriate spot, most often the wastepaper basket.

donkhead333 SG

It is an army camp for crying out loud..

No identification means no entry, perhaps TS tried to push the boundaries a little.

But still...no need for the guard to be so anal and guai lan TS..

gd4u SG

dun tell me this

many would eventually ORD, work in the society... Is that too much to ask for?

There is a difference if you are forced to do guard duty for measly allowance, and working outside for something decent.

Blahhh SG

Customer service? LOL! This is the ARMY, not some retail shop, ok?

TS must be some kid or a woman. Still can complain about such a small thing. If anybody can enter a camp using some foreign ID card (which can easily be produced), then what's the point of having security in the first place? Might as well leave the gate wide open! TS, next time, use your brain. I'd be VERY embarassed if I am your brother and I happen to read this topic.