Fresh back from my vacation in France, I had a good laugh at a few cultural differences that highlight some of the key differences between our cultures.
In America, when it comes to service, we tend to be very helpful and forthcoming with information. There is a “Yes I can” attitude (though economic woes are changing that a bit).
In France, however, one should always brace for “non” as in “no, it’s not possible”, and often, information is only obtained, if it is asked for. As an example, I traveled back from France via London and was unsure whether I needed to do my detaxe/VAT refund in Paris or in London. So, I waited on line for the refund in Paris. The gentleman with customs who helped me, informed me that since England was to be the last country I was in prior to trraveling to the US, I should do the refund there. “Are you sure?” I inquired. (Yes, I really did dispute the customs agent’s information!)
“Yes,” he replied, “even though they don’t use the Euro, you have to do it there.”
“I just don’t want them to tell me I should have done it in France,” I implored.
“No problem,” he replied.
At this point, I could have walked away, thinking I had the right information, gotten on my flight, and seen what happened. Instead, I thought to ask, “One last question – as the customs agent will need to see the items I bought, and they are in my luggage with me now, which will be checked, and unavailable, when I get to London, do I still do the refund there?”
“Ah, non,” came the reply, “in this case,m as an exception, you must do it in Paris.”
The other fun part of customer service is, well, the lack of it. I upgraded to Buisness Class, and was sent to a special check-in area – “the speedy check-in” counter, available only for firstt class passengers. Ironically, it was packed – as packed as economy check-in. And, there were only 2 check-in agents available, one of whom was being trained. With only one hour till my flight, I realized I’d miss it. So, I approached another agent, inquiring whether I should worry. She replied, “No, madame, everyone on line with you has their flight in one hour as well.”
“So, then, my flight won’t leave wihtout me?” And this was my favorite part. She replied, “A priori, non” which basically means, “probably not.” She then told me to be patient.
Ironically, within 5 minutes, 6 more check-in agents appeared from thin air, getting us through check-in within moments.
I find the best thing you can do when traveling abroad or living abroad is to try an understand the mentality around service, and learn to leverage it. If I had screamed at the agent to get more check-in representatives, I’m quite sure she would have turned away and ignored me. By understanding that in France, for example, you will often encounter “non” as an answer to many requests for service, especially at an airport or government office, you can then learn how to get to “yes” by keeping calm.