I happened to visit the office of the local Consulate General of India a few days back. I came away feeling so strongly about some of the things I saw there that I had to write about them.
Now this is an office that handles matters related to Indian Passports, Visas etc. It has some four or five officers who man the counters, accepting the documents, verifying them, processing them among other things. And there is one security guard whose job is, well, obviously to guard the place. As it turned out, nothing obvious about that, since there was more to her job than just that.(Did I forget to mention, the guard is a young girl called Sylvia?)
As soon as I entered the office, she came forward and directed me to a table where I could take out my documents and hand them to her for checking. She was polite, friendly and cheerful and answered all my questions with a smile. She pointed out a couple of things I had left out in some forms and once I had corrected everything she sent me to the "officer"-lady at the counter.
Now this lady seemed to have a rule that forbade her to smile or be friendly in any way. She rechecked my papers and sent me to another officer who seemed to take the "Don't be friendly" rule even more seriously. I was quite behind in the long line and I saw her berating almost every person ahead of me for some mistake or other. And her tone was one of a stern teacher reprimanding an errant student! I couldn't believe it! Have these people even heard of customer service? OR did they think the had earned the right to scowl, be rude and intimidate others just because they were on the other side of the (Government) table?
And all the while they didn't even have to look very far to see an example of good service. Sylvia was helping one and all with whatever questions they had when it was not even her job! At one point I was outraged to see that this "officer" whose job, according to the plaque in front of her, was "Document Verification", was sending a man to Sylvia to "Go get your documents checked by her!" Hey, isn't that your job? And this was while she was sitting twiddling her thumbs while Sylvia was surrounded by the dozen or so people that she was already assisting!
I don't think Sylvia will ever get to read this but if she does, I hope she knows how impressed I was with her work the other day. And if her bosses are reading this, they ought to raise her pay to equal that of all the "officers", combined!!
The one thing that glared at me through all this was that while all the officers were of Indian origin, Sylvia was Hispanic. I've always fiercely fought racist stereotypes that paint Indians as rude, inefficient workers, at least in the "Sarkari" context, but this incident made me stop and think about it. And it didn't feel good...