Tuesday, August 26, 2008

Customer Service Everywhere

I went to Manila Central University (MCU) hospital last night because my blood pressure would not normalize and I was not able to get enough sleep the whole day.

I arrived at MCU siguro mga 11 PM na but was attended by the ER doctor around 12:30. He was not a gentle and personable doctor. Another doctor took his place, this doctor was a little gentler but was a bit on the condescending side when she spoke to me. She mentioned about giving me an ECG but because of the commotion inside the ER (may isang patient na talagang serious, his family thought he was dead), nakalimutan na ako ng mga doctors. I was given medication then that was it. No one remembered to take my blood pressure after taking the med.

Syempre nairita ako, I stood up asked the first doctor, "What am I waiting for?" Mukhang wala sya sa sarili nya, he just said "Huh?" Sinalo ng katabi nyang doctor and asked what the problem is. She checked on my chart then told me she will get my BP then decide what will happen next. Mabuti na lang maamo ang mukha nya and she was pleasant. Iba talaga ang nagagawa ng pag ngiti ng isang tao sa overall aura nya. She was not all smiles or grinning from ear to ear, in fact she was not smiling all the time but her eyes were smiling. She was pleasant to talk to, her manner was soothing and she was not condescending at all. Imbes na mairita pa akong lalo, I was glad she was the one who discharged me. I was pleased with her attitude and demeanor.

On a scale of 1 to 10, 10 being the highest, I would give her 9. I would give her 10 but then I am not exactly satisfied with the hospital services and utilities, she had to give me information I did not like exactly and her hair was a bit messy but she was still good. Her name is Dr. Javier of the ER. If anyone of you happen to drop by the ER of MCU, silipin nyo si Dr. Javier, one of the student doctors there. She is pretty, slim, long hair and puppy dog eyes. Hehehe.

Kanina I had to go to Mercury Drug to get my med. I went to the branch that was close to MCU, kahilera ng Yellow Cab. Yung clerk na natapatan ko was talking to a customer. He had an Ilonggo accent and kept addressing the customer as nanay or ma'am. I was suprised he did not take my "order" right after taking the nanay's order. Mukhang baguhan sya. Nakakatuwa sya kasi inspite of his slight nervousness he tried his best to be good at what he was doing and probably was following their company's customer facing procedure. Nung ako na kaharap niya, he would check first if the medicine that I asked was available. Kung available, he would proceed to ask me what else I need. Tapos for mefenamic acid, he asked me for a prescription. I said I was never asked for a prescription for mefenamic acid before then he said next time I should have one. He was not stern or condescending, he was nice and pleasant too. Yun lang I feel that he's still wet behind the ears and he did not know which medication were available or not or how they are spelled. Hehehe.

When I gave him my money, he said "I received P100." Parang Jollibee diba? Pati na nung binigay nya change ko, he said "Your change is ..." Aliw ako. Hehehe.

Right before I left the store, I checked if I had my prescription with me. I asked the prescription from him and he immediately looked for it. He returned it to me and was apologetic. I smiled and said it's ok. I was amused.

I would give Boyet, the Mecury clerk, 8. Apparently, he still need to get into the flow of things. His wants to give personalized service but this slows him down and some customers do not appreciate this. I like his style. He tried to cover all his bases and he was sincerely apologetic with his minor kapalpakan. I do not get to see his kind of customer servicing style from the other Mercury Drug clerks all over the Philippines. Not that I'm saying these clerks are bad, I think the clerks are ok naman, well some are ok and not all. It is kinda refreshing to see smiling and sincere clerks once in a while. Boyet is one of them. This is just my opinion.

Monday, August 11, 2008

Heartbreak

I had to bring 3 big and heavy boxes to my relatives because another relative ordered these stuff for them. I was kinda upset and tired. The boxes were heavy and bulky. On my way there nag stop over pa yung cabbie to get gas. I wanted to berate him but I controlled myself. I was thinking baka i-overcharge pa nya ako kse most taxis have meters that are madaya. Good thing ok ang metro nya so nabawasan ang inis ko.

As soon as I reached the place, my Aunt greeted me warmly. I kissed her and went directly to check on my Lola. I do not know if she recognized me but she did ask me when I arrived, her usual spiel. I then went to the next room and I saw one cousin with her kids. She was holding
her newborn. I carried the newborn and fed her and burped her so my cousin could take a shower and go to church.

By this time malamig na ulo ko. I enjoyed holding the small baby in my arms. She smelled nice and she seemed to enjoy sleeping in my arms. Another cousin greeted me and I told her about the stuff I brought. She was touched by my other relative's gesture and she kept saying ang bait nya. Gumanda na mood ko because of this. I thought my sacrifice was small, the fact that my relatives appreciate the items that my other relative bought for them was enough to make me happy.
I went to his room when my cousing brought his food. He lost weight and looks older. I kissed him and told him I brought some stuff from abroad sent by another relative. He acknowledged me, his voice was weak. I did not want to stay long insde the room, I felt akward but my cousin insisted I stay and we chatted for a while. My sister called while we were in the room, she spoke with my cousin first then talked to me briefly. She asked me how she is, I could not speak because I felt I would burst into tears.

When my other cousin arrived, we had lunch together. Right after lunch, I told everyone I had to leave. As I was preparing myself, my cousin informed me to say goodbye to him. I was not expecting this, I usually leave without saying goodbye because he would be asleep by the time I leave. So nagpaalam ako. As I approached him, he held out his hand and held my hand and kissed it while I kissed his forehead. Nagulat ako. I just left at once baka doon pa ako sa looob ng room humagulgol.

I called my Mom and told her about this, she cried. We both cried. She told me he loved me the most, I told her I know he does, never doubted this. My Mom told my Dad what I told her. He left the room and cied alone.

I just hope he knows I love him too. I can't tell him verbally because I;m afraid to break down and cry. I do not want him to see me cry or get emotional. I do not want to see him sad.

I plan to cook his favorite pinakbet this coming weekend. I hope he gets to eat a lot this weekend.

Monday, August 04, 2008