Khin Maung Nyo (Economics) - Social Communication Strategy

Chapter (1)

What is service?

Experience (1)

I recently arrived in the United States. I flew from New York Kennedy Airport to San Francisco. When I checked in at the airport, there were about three people in line in front of me. There was a girl at the counter who looked very happy. She was also very neatly dressed.

I didn't have to wait long. My turn was almost here. As I was lining up, he stepped forward and smiled. His smile told me to wait a moment. I knew my turn would be coming soon.

When I arrived at the counter, I was greeted with a warm smile.

“Good morning. I’m John Allison. How are you today?”

I smiled back and told him I was fine. He also handed me my plane ticket. He quickly examined it with his experienced eyes.

"Mr. Johnson, why don't you go to San Francisco?"

"I'm going to go to the airport and see what happens." He looked at the ticket and said, "I'm going to go to the airport and see what happens." He looked calm, relaxed, and confident. Then he continued. "That place is very pleasant. The weather is very good right now, so you'll be happy." He seemed happy with his job.

"Your flight will depart from Gate 11, sir. Thank you for flying with us, Mr. Johnson."

In this way, I am ready to face whatever comes my way. I will not back down for any reason. So I boarded the plane with great pleasure. I could see my happiness on my face and in the way I walked. The flight attendant greeted me with a smile on her face.

I see this as top-notch service.

But....

           Experience (2)

On another trip, I stood in line like this. This time, there were about 6 or 7 people in front of me. I couldn't even see exactly how many there were.

The passenger at the front seems to be having trouble. The people waiting behind are also getting impatient. The passenger at the front is leaning against the counter. The counter employee is on the phone. From the look on his face, it seems like he has had this kind of problem many times. He doesn't want to have to deal with it again. But he doesn't want to. It's obvious that he's unhappy at work.

His shoulders were hunched. His head was slumped forward. He seemed to be afraid of the glares of the passengers who were waiting with displeasure. He was careful not to make eye contact. Finally, the first passenger's problem was solved. He turned to the other passenger and said in a casual tone.

"Now another one," he called.

Finally, it was my turn. I wasn't greeted at all. The person at the counter was talking to me in a rude manner. He didn't even look at me and just held out his hand. It seemed like he was asking for something from me. Yes. I have to show my ticket.

Without looking at the person or saying a word, he just stared at my ticket. He sighed and asked sternly, “London?” I gulped, wondering what was wrong with me, and I replied in shock.

Feeling guilty, I nodded my head in apology.

He looked at the computer screen in front of him. He was pressing the buttons furiously, his mouth slurring. "Wait a minute, give me my boarding pass and call me another one."

I was completely exhausted as the passengers shuffled to the departure area and continued to leave. It wasn't because there were enemies all around me. As I boarded the plane, I hurried into the throng of people. One of them seemed worried that no passengers would be left behind.

I had to adjust my facial expression to be like the other passengers. I didn't want to be different from everyone else. So I just kept my face expressionless like them. There was no one smiling. If I was the only one smiling, I would be a stranger. In fact, there was no reason to smile.

I feel so sorry for the flight attendants on the plane. How easy it would be to take care of such unhappy, disgruntled people. Their faces are so unhappy.

That evening, during family conversations, I talked about the government's poor performance, the expensiveness of airport coffee shops, and the lack of communication.

The woman said little. She agreed that life is like a big obstacle course.

           Experience (3)

We arrived at the hotel around 7am for a training session. When we got to the counter, my brother didn't even notice us. He was engrossed in a magazine when my friend snorted loudly. I said, "Good morning," and my brother looked at me a little. He looked over the magazine and frowned, as if to say, "What's wrong?"

“We are here for a training course. The materials were sent yesterday. I even called to check if the materials arrived. Can we go to the room to get ready?”

The receptionist at the counter pointed to the elevator car. Then, "Press the blue button, there are people from the hall upstairs."

I glanced at the clock and thought, "They'll be here sooner or later, they're always late."

We found a blue button in the elevator and pressed it. The elevator didn't stop at the conference room, but went to the top floor. A group of chatty travelers, reeking of garlic, entered from the top floor. They were all very excited. We took the elevator back down with them, and it went past the conference room we had passed earlier and stopped at the bottom floor. So we had to go to the reception desk and ask.

This time, the counter kept waiting for the gentleman for a long time. He couldn't even read the magazine and was busy renting cars for tourists. We were also busy with our own business, so we tried to make him see us, greet him in various ways, and make gestures. But he couldn't call him. Finally, after all his business was done, he had to accept and talk to us.

He said, "That's probably because the gym isn't open yet. So you're on the top floor. The key is with the manager."

So I started looking for a manager on my own. I couldn't get any help from anyone. Finally, I found someone who looked like a manager. We were proud of ourselves for being so clever. He could call himself a manager. But he didn't have a key either, so it was useless. I went back to the counter again. After searching, waiting, and replenishing my patience, the manager, who had been late because he had fallen asleep, came rushing in with the key. When he arrived, I walked all the way to the meeting room.

As I entered the meeting room, a person at the entrance of the hall

"He said he hadn't used it until 7:30."

"I'm complaining," he said.

"I didn't know who he was," the person said. "We've made a lifelong connection. In the future, all the hotels in this city will be here without hesitation."