Inside Scoop staff ticked off for bad service by expecting Korean tourist to communicate in BM

 

A “third-class or third-world mentality” describes a profound lack of civic consciousness, social etiquette and empathy where individuals fail to match modern physical infrastructure or societal progress with responsible personal behaviour. 

So disgusted was one Inside Scoop customer upon stumbling across such a perceived lack of class at the ice cream parlour’s KLCC outlet that she actually left the store sans satisfying her sweet tooth cravings. 

Threader ndhiirh (@ndhiirh) overheard a staff complain to her counterpart, “I know it is the customer’s mother tongue, but why doesn’t she learn my language?”

Contending that the staff was lucky the Korean customer did not understand her grumbling, the Threader groused that it would have been different if the staff had at least tried to communicate in English before venting her spleen. 

Attitude problem

Apart from labelling the work ethic and lack of linguistic skills as “third class mentality”, she added “stupid” for good measure to underline her utter contempt for the Inside Scoop staff’s entitled expectations. 

As a matter of fact, the Korean ice cream fan had tried to communicate in English but the staff insisted on replying in Malay. 

The poster remarked she could understand if the customer was rude but it did not appear to be the case here. “Kindy be reminded it’s your job. Please treat customers properly,” she advised. 

Her observations on this F&B (food& beverage) outlet’s customer service elicited plenty of traction, not least from Inside Scoop itself with the home grown ice-cream brand reaching out for more details on the incident.

It was pointed out quite rightly that ample service training needs to be part of the industry culture and not left for staff to figure out for themselves. 

One commenter argued that “proper training in communication, culture and handling customers” would allow the “the whole service industry to level up”. 

Good staff training, however, does seem to be lacking in at this specific Inside Scoop outlet in KLCC. One observer noted that the staff at the outlet seem to have a “forced to work here” attitude. 

Another recounted being made fun of when it was the staff who misunderstood her order regarding the “cempedak goreng” flavour. All in all, it’s not a good look for Inside Scoop, particularly the KLCC outlet. 

Tit-for-tat

Some commenters did make the exception that if a customer was being difficult in insisting that people use their own language, then it was tit-for-tat. Otherwise, if effort was made to communicate in English, the staff should respond in kind. 

However, there were those who felt that the staff was right to have an entitled attitude, citing their own experiences abroad. 

Recalling locals in foreign countries who would only speak their own language while tourists had to rely on translators, perhaps similar sentiment should be expected here in Malaysia.

There was backlash though to that viewpoint with one linguist arguing that the ability to communicate in both English and BM is essential, especially in the hospitality industry. “This is NOT Japan,” he exclaimed. “If a customer speaks to you in English, then respond in English.” 

Few things to note about this little Tower of Babel adventure in an ice cream store.

First and foremost, its Visit Malaysia Year 2026 (VMY 2026) and its all hands to the pump in trying to woo international tourists and their precious foreign currency.

What is the point in inviting them here if Malaysians are going to treat them like the above?

Secondly, proper staff training, especially those on the frontline interacting with customers and representing the brand image, should never be compromised. 

The cost of hiring poorly equipped staff can be enormous as one mishap captured on a smartphone and viralled on social media can do untold damage to a brand. 

It is mind-boggling that staff who are not conversant in English was hired to man a counter at a premium ice cream parlour in a high traffic tourist area such as the KLCC. 

Last but not least, to those who believe that the staff was right in thinking the tourist should communicate in Malay (via a translator), perhaps this commenter’s retort summed it up best when he declared “they act as if the world owe them something.” 

“You chose the job. Take pride in what you do!” he exclaimed in disgust. — Focus Malaysia