Saturday February 16, 2013
Immigration Dept staff pleased to be of service
KUALA LUMPUR: Happy faces are everywhere at the Immigration Department here as civil servants continue to serve members of the public with a smile and this has been going on since the launch of “Service With a Smile” campaign in 2011.
Immigration officer Nur Hazrina Md Hamidi said she was naturally cheerful and smiled every day.
“I make it a point to smile at my customers, even if they are angry or dissatisfied. So, I don't need to be reminded to smile at all,” she said yesterday.
Frontline civil servants wear the Sentiasa Senyum (Always Smiling) smiley face badges on duty to re-mind themselves to smile.
The officers here have continued to show cheerful faces to the public even when they do not wear the smiley badges anymore.
Pilot Shahir Omar from Kajang praised the good service and politeness of civil servants, stating that he had always received smiles whenever he went to government offices.
“I am very satisfied with their performance and their cheerfulness, I only wish they had more counters,” he said.
However, there are a few who say that civil servants do not smile all that often.
Businesswoman Nur Ilyah from Klang said that most officers smiled but some did not.
“They (civil servants) are much more approachable in the afternoon than in the morning, but the service is still just as good. The only complaint I have is that they could process applications faster,” she said.
Head of executive counter unit Wan Faizal Wan Jaafar said the complaints about customer service were mostly about late processing.
“The public tend to come during the holidays or at the last minute to do their applications.
“This will result in overcrowding and the standard process which usually takes up to an hour will certainly be slowed down.
“Nevertheless, we will strive to serve everyone efficiently while smiling,” he said.