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Musings on the Philippines

Archive for the ‘Culture’ Category

Friday
Apr 11,2008

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The nerve of Peking to chide the Philippines for its corruption scandal that has implicated China’s ZTE. ZTE officials have maintained they have not bribed any Philippine official. Yeah, right. Pontius Pilate must have been Chinese.

China sanctimoniously complains about the "political circus" in the Philippines, yet they violently disperse monks and other citizens of Tibet who merely want freedom from Chinese oppression. Our officials steal but theirs maim and kill.

So it is with satisfaction that we read of mass protests everywhere the Olympic torch is run. Indeed, politics should be kept out of the Olympics, but since the Olympics is a symbol of goodwill and unity among nations, those who host it must be exemplars of world peace. China hardly fits the bill.

Thus, the Olympic torch has come to symbolize Chinese arrogance, because China continues to oppress Tibetans. To applaud China’s hosting of the Olympics is to applaud violence and not goodwill. If they can’t get along with their neighbor, Tibet, why should we get along with China?

When China is holding the Torch, it should be snuffed out!

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Friday
Nov 9,2007

While poor customer service can be found all over the world, there are traits that are culture-specific to the Philippines. These are:

1. The señorito mentality. This arises out of the Spanish era wherein we were subservient to Spain. While the noble goal then was independence, the underlying goal was to become like them: señoritos with servants. In other words, we’d rather be served than serve.

2. The mañana habit. In English, this means putting off for tomorrow what can be finished today. This is why many customer service answers are not definite. The tacit message is, "We don’t want to be pressured, so you’ll have to wait."

3. The martyr syndrome. This brings about the notion of, "Why bother me? I have my own problems." This is the basic reason why many customer service personnel seem to be in a bad mood when you call on them.

4. The "Just-a-Job" attitude. This tells us that the customer service person is just in it for the job and is waiting for the right career to come around; or perhaps that opening to go to the Middle East. So his customer care is lackadaisical.

What is the solution to the flaws mentioned above?

1. Place a high premium on customer service. Many companies spend like crazy to acquire customers, but spend next to nothing in caring for them.

2. Customer service training. Many companies spend to train their sales team and even get the best trainers, but leave their customer care to people who know nothing about it. For some, they merely leave ready-made scripts for their support personnel to read and nothing else.

If Philippine corporations just apply the two points above, they would raise their professional level several notches higher. And, yes, even acquire more customers and repeat purchases.

Here’s a personal peeve. There are some customer support personnel who, after asking your name, would address you as "Sir (your first name)," e.g. "Sir Francis." For instance: "Okay, Sir Francis, may I know your concern?"

Unionbank –one of the few banks that have an excellent customer support department– addresses me as, "Mr. Secor," after knowing what my name is. It’s professional and respectful. They’re not trying to be cutesy-cutesy by calling me "Sir Francis."

The last time a customer service person addressed me as "Sir Francis," I told her to address me as Mr. Secor, since I wasn’t knighted by Queen Elizabeth.

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Wednesday
Nov 7,2007

I believe that one vital element that continues to pull the Philippines down is poor customer service. I’ll go out on a limb and even say that only around 20% of all public and private entities know the meaning of good customer service.

Banks are number 1 in my book for sloppy customer care, especially those in charge of credit cards. A representative from Citibank called my wife reminding her of her payment. My wife said she was aware of her billing and requested the caller not to call again. The response went something like this: "If you don’t want me to call, then pay up." It was said in Tagalog. If you literally translate the statement, you’ll know how acerbic it was.

That’s in Citibank, supposedly a top bank in the country. There are other banks wherein the employees you talk to will deal with you based on their whims and caprices. If you look like an ordinary Juan de la Cruz who has a fish business, they’ll give you a hard time. If you look like a tycoon, you’ll breeze through.

I once entered a Metrobank branch and asked about opening a dollar account, since at that time I was starting to receive dollar checks from my Internet marketing. I was directed to a man behind a desk, who I presumed was the manager. I approached him and asked about the minimum deposit. He looked up at me, didn’t even bother to ask me to be seated, didn’t even shake my hand and introduce himself, and blurted out, "500 dollars; greenbucks, ha!" (as if to imply I couldn’t come up with the minimum).

I left humiliated. True, I didn’t have the minimum then. But when I did, do you think I went back? Not a chance! I went to another bank, which even turned out to have a lower minimum deposit requirement.

Two other banks that I’ve had terrible customer service experiences were LBC (perhaps "Team LBC" means LBC against the world) and Equitable PCI. A third, BPI, is infamous for making clients wait hours on end.

On the contrary, do you know what banks have good customer service? HSBC and Standard Chartered. You know why? They don’t originate in the Philippines.

Then there’s Globe Broadband. When they’re system bogs down, try calling support. They’ll first read a script that goes along the lines of "We apologize for the inconvenience" and "Rest assured we’re doing all we can to restore the system at the soonest possible time."

Ask what’s wrong and they’ll reread the script or try to do a variation of it. Press them to answer the question and they’ll admit that they don’t know. Ask when the system will be restored, they’ll again try to do a variation of the script. Press them and they’ll admit that they don’t know (see a past article: The Infuriating Globe Broadband Support). That’s customer support?

This is why you’ll find in YouTube hilarious videos on customer service Filipino style. Then we get all upset at racial slurs against us.

Duh!

Next post: What does poor customer service really reveal?

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Good News for Lovers of Cebu!

  • Filed under: Culture
Tuesday
Apr 4,2006

Away from politics for a while. Sometimes when I see too much of the machinations of this government, it sickens me so that I cannot write.

So here’s good news for Cebuanos and the world at large. Some friends of mine put up a portal site that offers news about Cebu, plus other tidbits on real estate properties, personalities, scenes and things happening in and around the "Queen City of the South."

It’s written by Cebuanos for Cebuanos and the world. The site is www.realcebu.com.

News items and articles are welcome as long as they’re about Cebu or interest stories on Ceuanos living in the Philippines or abroad. Check out the site. I’m sure it will be worth your visit.

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Saturday
Feb 11,2006

An anonymous reader asked, "Why do you hate ABS-CBN?"

Whatever gave him/her that idea?

I don’t hate ABS-CBN. What I hate is their –and all TV networks for that matter- exploitation of what is so wrong with our culture. It creates a feeding frenzy so much like sharks feeding on one another after one of them is found wounded and bleeding.

Our country has been bleeding as far as history can recall. We’ve been exploited by the Spanish, the British and the Americans. It was the Americans who introduced corruption and nepotism in Philippine governance. How did they do it? By conniving with the elite. The elite, in turn, used the conquistadors to hold on to their wealth and status.

So it is today that the elite continues to manipulate and influence so that the majority of the country’s wealth would continue to filter to them. The Wowowee stampede was a glaring example. ABS-CBN clearly was exploiting the poor by feeding on our bad cultural trait of looking for dole-outs and the easy life.

They try to cover up the exploitation by saying they just want to make people happy or help the poor. Yet, look at the TV shows they air: gossips, toilet humor, voyeurism, soap operas (Korean and otherwise) and entertainment programs that feature talents who have no talent whatsoever; none of which have any socially-redeeming values. They’re aired to feed people what they want, so they can earn money from the sponsorship. Mao Tse Tung was wrong in saying that "religion is the opiate of the masses." It’s inane TV shows.

GMA-7 fares no better. The only difference is they have has-beens hosting shows. One of them invited people to watch their lunch-time show since there "was no stampede here," thereby treading on the sensibilities of the families of the stampede victims. Their news programs almost gloat at the misfortune of ABS-CBN, yet their TV fare is just the same mishmash but with merely different personalities.

As I had mentioned in previous articles, it’s all about ratings. The higher the ratings, the higher the sponsorship fees. This means they wont air programs that teach, that inculcate values, that encourage hard work and the building of character, because these are not popular.

So ABS-CBN feeds on the desire for junk, while the masses feed on the junk. A feeding frenzy thus ensues. Unless ABS-CBN and the other networks own up to this fact, there will be no lesson learned from the Wowowee stampede.

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Is Christianity for Filipinos?

  • Filed under: Culture
Monday
May 9,2005

I have often wondered if Christianity is for Filipinos. Many of us have watched spellbound as Cardinals all over the globe convened in Rome to elect a new Pope. In Rome! All because Catholicism began in the Empire of Rome. So, in effect, Catholicism is a Western religion embraced by Eastern people.

It’s no different with Evangelical Christianity. We have streams of foreign (more often than not, American) preachers descending on our land to preach, again, a Westernized spiritual concept. Then watch as Filipino pastors begin to preach like their American counterparts complete with American idioms and twang.

Many Filipinos like to boast that we are the only Christian nation in Asia. Actually this is an embarassment. To look at it in another way, we are the only nation without an Asian spirituality. Yet we are one of the most corrupt and violent countries in the world. Go figure.

I wonder if there’s any book or reading material on how our forebears worshipped. We might learn a few things about our spirituality and maybe even about ourselves.

Perhaps Christians would dispute me and claim that Christianity is the only way to God. Well, I won’t try to argue a thoroughly subjective subject. But I’ll say this: When we look around us and see our corrupt officials, discombobulated traffic, hypocritical church leaders and half-hearted parishioners, do we see a fulfillment of religion or a lack of it?

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Where Have All the Heroes Gone?

  • Filed under: Culture
Monday
Feb 7,2005

Teddy Benigno wrote in his column dated, Feb. 7, 2005:

None of our politicians today even dares to dream as Ninoy did, battle the Fates unflinchingly, pull out the sword, because they have none. And I ask you: How can this country, which bred Ninoy Aquino, which bred Rizal, Bonifacio, Mabini, have produced the sorry, dismal, revolting gaggle of political criminals and damn fools we have today?

The answer is simple, Mr. Benigno. We never teach our children courage. Instead we teach them how to be wimps. Case in point: we place on a pedestal Ninoy’s daughter, Kris, who is the very epitome of cheap, crass, and unrefined womanhood. So who do you think our young Filipinas want to be when they grow up?

Another case in point: we elect dolts like Erap Estrada and then try to correct that wrong by electing FPJ. Still, we never learn. There’s Noli de Castro, Lito Lapid, Jinggoy Estrada, Jamby Madrigal, and a host of actors and actresses in other public offices with nary a qualification than being a screen icon.

We should teach our children courage. To stand up for their ideas, no matter how insignificant they may seem. To uphold values as God-given rights and not as items to be bartered for position, power and a slot to enter Star Circle Quest.

We should teach them what government should be like: an institution built on the foundations of honesty, integrity and compassion, yet with the firm resolve to punish those who would undermine its responsibility to uplift the lives of the people it governs.

Courage is the very lifeblood of character. Without it we breed Dilangalens, Enriles, Brat Packs, and other Congressional clowns who use their influence so they can stay in power and continue to defecate on the very constituents they vowed to serve.

Our heroes, such as the ones Benigno mentioned–Ninoy, Rizal, Bonifacio, Mabini–should not be called heroes because they courageously died for our country. They should be called heroes because they courageously LIVED for our country, but died in the hands of cowards.

Alas, when we don’t courageously live for our fellow Filipinos, we’re just as guilty of murdering our heroes.

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