By Michael Findley, Star Writer

Jamaica has a problem with people in officialdom. They become officious. This can be seen in all sectors of public service, whether it's customer service or other areas where people have to come in contact with service-oriented business.

Recently a cousin of mine who is residing in the United States, visited Jamaica with her mother. They were considering becoming returning residents. Her mom is in her 80s and she is in her 50s. They wanted to open an account at one of our leading banks. They were told that they needed references from a police official as a means of opening this new account.

They went to the police station nearby and on explaining their situation, they were rudely interrupted by a young officer, with no manners whatsoever, who said that he was unwilling to assist and that they should hush up and be quiet which in fact was plainly telling them to shut up. This was most reprehensible as this naive and rude officer, without need, insulted two prospective investors in this country.

My cousin is a prominent pastor and retired army officer who has trained Jamaican soldiers when they come to the U.S. Therefore, through ignorance, this policeman, who clearly has a problem with officialdom, has cast a shadow over two retired Jamaicans.

This situation would not be bad if it was an isolated case, but we hear the stories every day of how customers or people seeking service from people in official positions are treated.

Rude

I have personally experienced rude customer service in many stores which profess to offer excellent service to customers. You go in these stores and sometimes you are the only person seeking assistance and the workers would be in deep conversation with each other, oblivious to your presence and when they reluctantly come to speak to you, it seems like you are taking up too much of their time and if it seems like they won't be successful in a sale, they become rude and dismissive.

Jamaicans need to get a crash course in customer service skills because what they are parading as service just will not cut it. We need to understand that the customer is always right and when there is a grouse, it is incumbent on the customer service agent to be on their best behaviour and be more accommodating than officious with the customer.

Service is important at all times and Jamaicans need to see it as such. Whether it's the Jamaica Constabulary Force, other agents of Government or a simple service-oriented store, the workers need to be trained in customer service skills and know that officialdom does not mean officiousness. They need to realise that they are being paid to offer a service to customers and that should be foremost in their minds when they attend to them.

Officialdom should not be a problem. The position should be used to offer solutions.