Public relations

Are you satisfied with the quality of service that you receive? Does it appear to you that the service providers are dependent on your patronage? Is it a pleasurable experience or do you experience a sense of trepidation when you go to certain institutions? There are many customers/ clients who are not satisfied with the attitude of the service providers.{{more}} I write this article with the hope that there would be some improvements in the attitude of those who serve in the private or public sector. I do not doubt that those who serve have to deal with some difficult customers/client but I still believe that those who serve must be calm and gentle in their approach. One cannot match anger with anger.

Public relations refer to the interaction between persons who provide and those who receive services whether in the private or public sector. It is sometimes a fleeting moment or a long encounter but regardless of the circumstances it should be a stress free moment for the public. It should not give rise to frayed nerves and antagonism. It is difficult to tell which provides the better services but what is clear is that not much training goes into those who serve. Persons are put into positions without specialized training and left to deal with matters in their own way. This is an area that should not be left to chance if an employer is serious about business. I once met an attendant in a food shop who appeared to be angry. In a friendly gesture I enquired what had made her angry. She retorted “ah so me face stap”. Obviously, this person had no intention of being friendly and approachable and she had her own excuse for being sour.

Persons do not always come in complete packages. They might be academically sufficient but their ability to interact with the public might not be up to the standard. The life experience of individuals varies. A person who has had a troubled life experience could be suspicious of others and is not likely to interact well with others. The astute employer would know how to pick the right person or would offer training to those who are placed in front desk positions. Some front desk personnel are too stern or sour. The front desk is the face of the institution and should showcase the best preferable a person with a sunny personality and who could converse with ease with anyone.

It might be a product of modernization but persons are becoming more inured to the needs of others. Sometimes one senses a sort of disgust in the attitude of those who serve. On the brighter side, there are some good persons out there who do not seem to be tired of providing good services. In the small group of persons whose service that I require, I can’t help but wish that there could be more Mr. Gonsalves (Lands and Surveys Department), and Cumberbatches and Ryan (Magistrate’s Court front desk) providing services to the public. These are exemplary service providers who satisfy those with whom they interact. On a general level public relation could be enhanced if those who serve the public would take a page too out of the book of persons in the tourist industry.

Ada Johnson is a solicitor and barrister-at-law.

E-mail address is: exploringthelaw@yahoo.com