Dear Editor,
I was quickly perusing the letters’ column of your daily newspaper and the headline “Shabby service at the Deeds Registry and Land Court Registry” caught my eye. About a week ago, I experienced an incident at the same institution which left a bitter taste in my mouth and made me realize how poor customer service is at some government agencies.
I went to uplift a business registration for a friend who resides in the hinterland. I entered the office at around 8:15hrs and passed an empty desk at the front door on the bottom flat. Seeing that the place was open, I proceeded to the top floor as instructed by my friend. That door was also open so I entered and took a seat. Staff could be heard chattering merrily away about their personal happenings and who came to work on time and who didn’t. I was completely ignored and the staff seemed unconcerned that a member of the public was in the building and could hear their “gossip”.
About 10 minutes into my wait a small office door opened and a female emerged. She immediately accosted me. “Are you here to see someone?” I told her no but I am here to conduct official business. She then quite rudely said “Well we aren’t opened as yet. You have to go downstairs and wait!” This immediately raised my hackles since it was already well after 8am which is when government agencies open for business and mostly because there was no one at the front door to state otherwise to ‘John Public’ about how the system works. I obviously protested but she simply ignored me and said “go downstairs!” She uttered not one word of apology for what was an obvious shortcoming by the agency which allowed me to enter that floor before it was opened.
As I returned downstairs, I checked both floors to see if there was any sign stating opening hours or any notice to guide customers. There was none. When I returned downstairs there was still no one at the front desk to offer guidance. How in heaven’s name would a customer know the process if there is no one to advise them or no signs to guide them? A uniformed officer later emerged and sat at the previously empty front desk. And indeed, that officer was the person designated to offer guidance to persons entering the building.
What is so difficult to put up proper signs to guide the public? Why wasn’t the uniformed officer seated from the time the door opens to guide the public? Why couldn’t that female, after realizing that it was a genuine error, deal with the matter in a more professional and courteous manner? It doesn’t take rocket science to make minor adjustments to better serve the public. I can bet my last dollar if or when I return to do business with the agency again, very little will change for the better!
Sincerely,
M. Abraham
