Living between Italy and Asia has granted me a fascinating perspective on customer service. Both regions boast rich cultures and traditions, but the disparity in how people are treated as customers is staggering. From the picturesque hills of Tuscany to the bustling streets of Bangkok, I’ve seen it all—and it’s a tale of two worlds.
The Italian Experience: A Test of Patience
I come from an Italian family, so I’m no stranger to the culture. Tuscany, where I reside, is an affluent area filled with stunning villas and manicured vineyards. Yet when it comes to customer service, the charm fades. Deliveries in Italy feel like a Herculean task. Whether it’s DHL, GLS, or BRT, nobody wants to bring fridges, washing machines, or even a pool pump to my doorstep. My remote location becomes their excuse. Paid for delivery? Forget it. I’ve driven 15 minutes to collect a dishwasher that should have arrived at my home. Rudeness accompanies the refusal, as if asking them to do their job is a personal insult.
Museums, a treasure trove of Italian heritage, fare no better. The Uffizi Gallery in Florence left me feeling unwelcome and stressed. An argument about proving my ID escalated unnecessarily. After complying, I found myself followed around by staff who accused me of using my phone. Filming in an empty room triggered an Italian woman to yell at me to stop talking. Talking? I wasn’t even speaking. No warmth, no courtesy, just an atmosphere of hostility.
At airports, the chaos continues. Milan’s Thai Airways check-in staff—Italians, not Thais—shouted at me for not having a return ticket, even as I calmly explained the Thai visa rules. Tax-free staff screamed when I asked a question, while escalators and lifts stayed stubbornly out of order. The hygiene? Milan and Bologna airports often resemble third-world facilities with their stench and filth. Exhausted upon landing in Bangkok, I contrast the grimy chaos of Italy with the calm efficiency of Asia.
Even Ikea in Italy, a brand synonymous with Scandinavian precision, disappoints. Self-service scanning? Prepare for staff yelling. Deliveries? Damaged goods, every time. I’ve spent thousands of pounds at Ikea Italy only to be treated poorly. Contrast this with Ikea in Bangkok, where deliveries arrive undamaged, and staff go out of their way to ensure satisfaction. It’s night and day.
The Asian Experience: A Masterclass in Hospitality
Asia, on the other hand, consistently surprises me with its impeccable customer service. In Bangkok, a delivery feels like a thoughtful gift, not an ordeal. Whether it’s a t-shirt or a kitchen appliance, gratitude accompanies the service. Staff members greet me warmly, eager to assist. Their professionalism extends to even the smallest interactions.
Museums in Asia, though busy, maintain an air of respect for their visitors. Nobody follows me around, accusing me of wrongdoing. Instead, they offer help and share smiles, ensuring a memorable experience. In every instance, I feel like a valued guest, not a nuisance.
Airports in Asia stand as paragons of order and cleanliness. Bangkok’s Suvarnabhumi Airport welcomes travelers with gleaming floors, functional amenities, and staff who actually listen. No yelling, no chaos, just smooth efficiency. It’s a stark contrast to the disarray of Milan and Bologna. The difference lies not just in the infrastructure but in the attitude—an innate desire to serve.
Even at Ikea, Asia shines. Staff assist without complaint, and deliveries arrive intact. I’ve never had an argument at an Ikea in Bangkok. Instead, I’m greeted with politeness and efficiency.
Spending money in Asia feels rewarding because the service reflects the value of my purchase.
Why the Difference?
Cultural differences account for some of the disparity. Italians, despite their famed hospitality in social settings, often exhibit a laissez-faire attitude toward customer service. Rules and processes frequently give way to personal whims, leaving customers frustrated. Italians are not paid well, and strikes in Italy are happening every month.
There is no minimum wage in Italy, and over one million young Italians have left Italy in the last few years due to poor pay.
In Asia, respect underpins every interaction. Service is not just a transaction but a reflection of personal pride. Whether it’s a hotel receptionist or a delivery driver, the focus remains on making the customer’s experience seamless. Smiles, gratitude, and attention to detail define their approach.
A strike culture doesn’t exist in Asia.
The Humor in It All
The stark contrasts make for amusing anecdotes. In Italy, my dishwasher saga felt like a scene from a tragicomedy. Picture me, an opulent lifestyle enthusiast, standing in a warehouse arguing over a machine I paid to have delivered. In Asia, I’m greeted at my doorstep with a smile and an apology if they’re even five minutes late.
At the Uffizi, I half-expected a hidden camera to capture the absurdity of being followed for filming an empty room. In Bangkok, filming at a museum might earn me a friendly wave and an invitation to capture more.
Even Ikea in Italy, with its dramatic self-service staff, provides comic relief. Arguments over scanning items feel more theatrical than necessary. Meanwhile, Ikea in Bangkok has mastered the art of turning furniture shopping into a delight.
Conclusion
Living between Italy and Asia has taught me to appreciate the nuances of customer service. While Italy’s beauty remains unmatched, its service often falls short. Asia, with its warmth and professionalism, sets a gold standard. For someone who loves an opulent lifestyle, feeling valued as a customer matters deeply. Service should never be an ordeal but a seamless extension of the experience.
Italy has its charms, but when it comes to customer service, Asia wins every time. If only the stunning hills of Tuscany could adopt the graciousness of Bangkok’s bustling streets. Until then, I’ll continue navigating the quirks of both worlds, armed with humor and a touch of patience.
You must be logged in to post a comment.