Understaffed.
You’ll clearly see that when you get into this customer service office.
With a 1 staff to 5 customers ratio and an average of 25 minutes of handling time, you need patience if you really need to be there.
As long as my rational self is in control, I focus on what I can control, such as my attitude toward any situation. So, instead of sulking about how long the turnaround takes, I will use the same time to catch up on my book reading or listen to a podcast. That’s why I sometimes enjoy waiting times; these are moments when I can pursue the activities I want to do without feeling rushed yet time-bound.
Observing every staff-customer interaction, I couldn’t help but admire the unwavering dedication of each staff member. Despite the challenges of being understaffed, they remained composed, attentive, and friendly. It’s a testament to their commitment, and I can only imagine the toll it takes to be ‘always on’ because the job demands it.
Each staff member surely did not skip a beat.
When it was (finally) my time to go to the counter and have my request handled by the staff, I still noticed the consistent demeanor that demanded kindness and respect. So I asked, “How come?”
And he responded with, “I have to.”
From our conversation, I learned that he really understood his assignment: that when you work in customer service, regardless of the environment (understaffed or handling an irate customer), you must be able to provide personalized assistance while being exceptionally emphatic.
I can only imagine how exhausted they would be after their shift.