Zhongnanhai

We've all been here long enough to have experienced rude service, be it in a restaurant, bar, or even on the street. I've had friends blow their tops at times, and I can totally empathize. I'm known as one of the most patient people around, but even I can barely stand it.

(I am having problems, behind the GFW, linking to other sites. For more on poor customer service, check out this post on Sinocidal: http://sinocidal.com/2007/07/18/dr-ni-dul-dik/).

As a PR person in Beijing, it often falls upon me to touch base with some of the larger corporate organizations. We are currently updating our client list ahead of an event planned in August. We hope to invite several companies to take part, and thus, need to ensure we have the correct names, phone numbers, email addresses, etc of the representatives we are dealing with.

Now, in other countries (seemingly ANY country other than China) the process is simple. Call up a business. Ask who an invite should be sent to. Get a fax number. This is not difficult. But remember, that's in other countries.

I recently called ABB China (http://abb.com.cn) because the former President had recently resigned. We needed to update our files with the new President's name. We already have general email addresses and fax numbers... all we needed was the name. The conversation went as follows:

Cam: Hi, I'm calling on behalf of (organization). I'm wondering if you can give us the name of your President?

Operator: No. What is the name?

Cam: I'm not sure... that's why I'm asking you.

Operator: If you do not have the name, I can't transfer you.

Cam: I don't need to be transferred, actually. I'm just wondering if you have the name of the new President.

Operator: If you do not have the name, I can't transfer you.

Cam: I understand. Can I talk to your manager?

Operator: No. If you don't have the name, I can't transfer you.

Cam: I can't talk to your manager?

Operator: No. If you don't have the name, I can't transfer you.

Cam: Can I please get your name?

Operator: No.

Cam: Please give me your name.

Operator: No. Goodbye. *click*

I hung up ready to throw the phone against the wall. The operator was unhelpful, rude, and worse, condescending. My colleague looked at me. "It didn't go well," I said. He had tried calling ABB China before, and I couldn't figure out why he was having so much trouble getting a simple name. "That's how China is," he responded.

Yes, "that's how China is." It's the response we all hear, everyday, when something goes wrong. The fact that we actually accept this as a reasonable excuse is absurd. Rude behaviour should not be condoned in any culture, in any place, or any language. Even if she did not want to give me any names, she could've been much, much more helpful in explaining why and perhaps transferring my call to someone else who could've helped. I could practically see her playing solitaire on her computer and being annoyed that someone had the gall to phone and disrupt her leisure time.

I have named ABB China because it's time that these organizations understand their customer service will hurt their reputations. I know everyone's had experiences like these, probably numerous times. Me too, and 99% of the time I let it roll off my back and think "this is how China is." Well, that's too easy.

That excuse shouldn't be good enough.