Unspun

Talk about getting one’s act together. Not.

I am posting this from a TM Point. Its one of the offices that Telekom Malaysia tries to position as its new, efficient face. There are posters everywhere saying how they are now changed, more efficient, newer, service oriented…blah blah.

They make a big deal of how computerization would make them more efficient but all I see, as I wait nearly two hours hust to get a phone connection is that same wine in new bottles. Obviously TM has spent a lot of money on change management consultants and other spin doctors. Same old story of new brand, new logo, even new uniforms but same old attitudes.

The irony is when yo9u go into the TM Point shop and you see these sleek posters. There are two types: testimonials of “consumers” saying what a great place TM is now after the change and employee “promise” statements.

I was left pondering the disparity between the poster where a smart and friendly looking TM employee says something like “I promise to be knowledgeable and friendly when talking to customers…” and the surly, anything but friendly or knowledgeable minion serving me.

When I was there two customers got so impatient they started  screaming at the manager and of course they got the attention after that. Others who chose to be quiet waited.

Malaysia, it seems to me has become so ersatz.