顧客不宜自以為高人一等

傳 統 的 觀 念 總 是 覺 得 ， 處 於 低 下 位 置 的 人 才 需 要 去 服 務 別 人 ， 不 是 為 奴 為 婢 的 何 需 去 服 務 他 人 。 這 種 錯 誤 的 觀 念 往 往 令 從 事 服 務 行 業 的 人 覺 得 自 己 的 工 作 並 不 光 彩 。 因 而 不 肯 全 情 投 入 精 益 求 精 。 另 一 方 面 ， 這 種 觀 念 亦 會 令 接 受 服 務 的 人 自 以 為 位 高 一 等 ， 事 事 要 提 供 服 務 者 遷 就 他 ， 而 他 卻 可 以 不 顧 服 務 人 員 的 感 受 。 於 是 市 場 上 充 斥 著 不 甘 心 的 服 務 人 員 ， 亦 經 常 可 以 遇 到 諸 多 不 滿 的 消 費 者 。 其 實 ， 服 務 行 業 只 是 社 會 分 工 的 一 種 。 我 們 日 常 的 生 活 所 需 大 部 分 由 他 人 提 供 ， 而 我 們 日 常 的 工 作 亦 主 要 是 為 他 人 服 務 ， 直 接 為 自 己 所 需 而 做 的 。 社 會 有 分 工 ， 人 們 就 可 以 集 中 精 力 去 做 自 己 精 於 去 做 的 工 作 。 這 樣 經 濟 效 益 比 較 高 ， 人 類 才 有 條 件 改 善 生 活 。 現 實 社 會 裏 ， 人 人 都 在 提 供 服 務 ， 沒 有 你 高 我 低 之 分 。 大 家 各 自 用 自 己 的 服 務 去 換 取 別 人 的 服 務 ， 只 是 有 時 我 可 提 供 的 服 務 不 一 定 是 人 家 正 需 要 的 ， 所 以 必 須 以 金 錢 作 為 全 能 的 交 換 媒 體 。 你 先 向 有 需 要 的 人 提 供 服 務 換 取 金 錢 ， 再 以 金 錢 去 換 取 你 需 要 的 服 務 ， 這 絕 不 等 如 說 有 錢 買 服 務 的 人 高 人 一 等 。 
所 以 我 一 向 認 為 ， 服 務 者 與 被 服 務 者 地 位 平 等 ， 應 互 相 尊 重 ， 以 禮 互 待 。 可 惜 我 見 過 有 些 僱 主 ， 至 今 仍 不 明 白 這 個 道 理 ， 傾 向 要 僱 員 卑 躬 屈 膝 去 服 務 客 人 。 日 式 夜 總 會 要 服 務 員 跪 在 地 上 送 上 毛 巾 ， 就 是 刻 意 要 壓 低 提 供 服 務 者 的 地 位 。 我 知 香 港 有 幾 間 五 星 級 的 酒 店 ， 不 容 許 自 己 的 服 務 員 去 酒 店 的 餐 廳 用 膳 ， 即 使 放 假 期 間 也 不 許 。 為 的 是 擔 心 顧 客 看 到 曾 經 服 務 他 的 人 竟 然 在 他 的 鄰 桌 用 餐 ， 影 低 顧 客 的 身 份 。 
以 上 雖 然 是 比 較 極 端 的 例 子 ， 但 大 部 份 香 港 僱 主 至 今 仍 傾 向 要 求 僱 員 忍 氣 吞 聲 ， 接 受 客 人 永 遠 是 對 的 理 論 。 人 類 快 進 入 二 十 一 世 紀 了 ， 在 高 唱 人 權 的 香 港 竟 然 還 有 不 分 是 非 黑 白 、 不 尊 重 個 人 尊 嚴 的 僱 主 ， 實 在 不 可 思 議 。 
我 曾 遇 過 有 客 人 投 訴 ， 說 我 的 員 工 對 他 不 禮 貌 ， 但 經 過 調 查 卻 發 覺 這 個 客 人 自 以 為 有 幾 個 臭 錢 ， 既 不 懂 得 尊 重 營 業 員 ， 又 下 下 要 人 家 屈 就 他 ， 一 點 不 如 意 就 以 粗 口 問 候 人 家 ， 我 的 同 事 自 然 不 願 意 去 服 侍 他 ， 甚 至 冷 言 相 向 ， 於 是 他 大 興 問 罪 之 師 ， 要 我 逼 營 業 員 向 他 道 歉 。 
我 把 他 的 情 緒 安 定 下 來 後 ， 清 楚 地 分 析 給 他 聽 ， 要 獲 得 良 好 的 服 務 ， 必 須 靠 服 務 員 真 心 實 意 ， 我 逼 落 去 最 多 可 令 他 虛 假 地 向 你 賠 罪 說 聲 對 不 起 ， 但 他 的 心 裏 可 能 仍 在 不 停 地 詛 咒 你 ， 這 對 你 有 甚 麼 意 思 ？ ！ 不 如 我 介 紹 另 一 個 營 業 員 給 你 。 不 過 今 次 你 自 己 也 要 識 做 ， 要 知 道 客 戶 關 係 也 是 雙 向 的 ， 消 費 者 也 有 責 任 去 設 法 贏 取 服 務 人 員 的 好 感 ， 才 有 機 會 獲 得 良 好 的 服 務 。 
香 港 的 消 費 者 委 員 會 似 乎 集 中 力 量 教 消 費 者 爭 取 權 益 ， 但 其 實 可 以 花 些 力 量 去 教 育 消 費 者 正 確 的 對 待 服 務 人 員 的 態 度 ， 可 能 消 費 者 會 得 益 更 多 。