Many would agree that customer service in Malta does not reach the desired standard. The customer or prospective client should in all cases be treated with respect and indeed pampered.

Some of us, myself included, have unfortunately been brought up in a society where civil servants run the country and administer our daily lives since they control water, electricity, telephones, television and every other basic necessity.

We waste interminable hours, equivalent to days, weeks and even months of futility, over the phone trying to get a proper service. We are subjected to verbal abuse, complete apathy and sheer negligence (mostly when lines are constantly ‘busy’).

What makes matters worse is that this cycle usually exasperates rather than satisfies the customer. Sensible people, unlike myself, would not think twice about trying again.

One would imagine that service has improved in these and other areas outside the public sector. Think again! Customer service, by and large, is still abysmal in most areas.

Not surprising, really, as most customer service personnel have never really undergone even the most basic courses. So don’t point your finger and take it out on the foot soldier the next time this happens. Take it up instead with the generals!