Project Albanian Voices

Today's post is a bit different.  Instead of sharing my own thoughts I'm sharing those of an American linguistic student who is conducting research for a book on the immigration experiences of Albanians through the lens of language and music.  Ashley Elizabeth Woods is looking for assistance in raising money to help her with her field research.  As a history buff and American currently living in Albania, I am intrigued by this project and want to do my part to help support its mission.  

You can read a brief excerpt of the project in Ashley's own words below but for more information or to learn how you can help support this exciting project project click here.

"The true history of mankind will be written only when Albanians participate in its only writing."  This statement is as true today as it was in the 20th Century when the Austrian linguist Maximilian Lambertz said it. The interest in Albania that led to the creation of this project was due to the presence of and assistance by Albanians in a time of dire need.  Awestruck by the history of the Illyrians, their language and the lack of that information that has been present about all of it in most U.S. formal education, one of the aims of Project Albanian Voices is to shed light on aspects of the Albanian culture that are positive (not to portray them as Hollywood villains).  So, the goal of this project is to focus on the aspects of Albanian culture that are positive and inspirational.  One motivational aspect of Albanian culture is the history of how they have defended their homeland from a multitude of antagonistic invaders, saved it from multiple wars and tolerated almost constant political instability.  These stories about the necessity for  migration, be it due to economic factors, deportation or blood-feuds are harrowing and exhilarating.  The tales of bravery in the face of adversity are truly overwhelming and inspirational.

This project focuses on documenting the experiences and stories related to the Albanian people (located inside of and outside of  Albania).  The book will be intended for English-speaking Albanians, academics and experts on Balkan affairs. Ashley also plans to release a simultaneous translation in Albanian so tat the book is accessible to all Albanians.  Her ultimate goal is for the book to be understood in the context of the ongoing immigration debate in the United States which tends to ignore the European immigrants' point of view.

The goal of this Kickstarter project is to raise the necessary funds to travel to Albania during the summer of 2013 to complete interviews and chronicle individual stories related to migration. In order to raise this money by the deadline (May 26th at 11:59 pm), Ashley needs your help.  Only the efforts of an entire community interested in the fair and honest preservation of Albanian history can make this a reality.  If you can donate, please do so at any amount.  If you can help in other ways such as publicizing this via social networks or writing about it in blogs and newspapers, we would thank you immensely."

Customer (Un)Service

The more I travel the more I realize that the concept of customer service is very much culturally driven. What is considered to be good service in one culture could be deemed rude behavior in another.  While it may not always feel that way, when compared to other societies, the America the motto of "the customer is always right" carries a lot of weight.  At various times in my life I've been on both sides of the issue--working in both the restaurant and retail industries-- and on an ongoing basis, as a customer.  Perhaps it is my own experience in serving customers that makes me more attune to and critical of what the service industry is and isn't doing right.  And over the past few years I've experienced my share of both the very good in customer service and the very, very bad.

After close to two years in Albania, I am still befuddled by the concept of what constitutes good customer service in this country.  For the most part I have found the sales clerks (who are often the owners) in neighborhood markets to be exceedingly friendly and helpful, but those working in larger supermarkets and retails establishments are across the board unhelpful at best and rude and hostile at the worst.  I have yet to shop at a large grocery store here where I have felt as though customer service has been satisfactory. More often than not questions are met with terse "yes" or more often than not, "no" responses.  In what is probably an attempt to deter shoplifting, stores are overly staffed with numerous people who will stalk you through the aisles yet are unable to direct you to the item you are looking for.  If something is out of stock no one can ever tell you when more will be available.  On more than one occasion I've brought items to the register only to be told I can't buy them because they "aren't for sale".  Never mind the fact that the shelves are filled with the said item; if for some reason it can't be scanned, you can't buy it.  It is as simple as that.  No one ever offers to retrieve a substitute item for you rather they just tell you no.  How is that for making you feel welcome?

I don't think I'm alone in assuming you get what you pay for and more and more I find myself willing to pay for good service.  This past weekend we stayed at the very nice Le Meridien Hotel in Vienna.   As I expected, from check in to check out, room service to concierge, the customer service provided by the hotel was exceptional.  Would I have expected the same type of service from a Super 8?  Absolutely not.  Similarly, I have few expectations for receiving outstanding customer service when I am in a fast food restaurant yet if I am eating in a fine dining establishment I expect the quality of service to match the quality of the food.  In Albania, however, this simply isn't the case.  Ironically, customer service at byrek stands and other "fast food" establishments is often better than that at sit down restaurants. (I suppose this might be due in part to the owners being the ones who are actually working behind the counter).  Smoking in restaurants in Albania is illegal and most restaurants have signs to this effect.  This does not deter many people from smoking and if you are the foolish customer who actually requests that other patrons put out their cigarettes you are met with scorn and disdain but restaurant workers and fellow diners alike.

Many restaurants have impressive looking menus that read like novels.  You will be presented with page after page of dining options only to have the majority of the food items not available.  Seriously, who runs out of pasta at an Italian restaurant?  I've eaten out in groups where we've all had to request a couple of separate items before finding something that is actually on the menu.  (More than one person has told me that menus are printed with what restaurant owners think their customers want to eat; not with dishes that are actually available).  At all but a few of the best restaurants that cater to international clientele, waitstaff are apt to ignore you.  Often we have to flag down a waiter to order and again to receive our check.  In between it is the exception rather than the rule to have a waiter check on you to see if the food is acceptable or if you need a refill on your drink.  When dining in large groups--i.e. any event with four or more people-- it seems to be the norm that at least one dish will not come out to the table with the rest of the food.  Or each person will receive their food at a different time resulting in a table full of people actually dining solo with the others looking on.  And forget about being a woman and expecting to receive any service.  Even caterers in our own home have refused to acknowledge me or the direction I gave them.  (Needless to say, we no longer use this restaurant for our catering needs.....)

Not all customer service here in Albania is bad; we have found a few restaurants that have become favorites due in part to their good customer service.  Unfortunately, however, these establishments do not seem to be the norm.  In our travels through other parts of Europe we've also experienced both good and bad levels of customer service.  If nothing else, these collective experiences have taught me that American customer service is actually pretty darn good.  Sure, I still get aggravated when I sit on hold for what seems like hours waiting to be served by the "next available representative" or the agent at the other end of the line speaks barely understandable English.  Is this frustrating?  Yes, but since I don't have to deal with this type of customer service every day I can deal with it.  I'd much rather have a pleasant clerk in the check out line at the grocery store, a waiter who doesn't make a point of avoiding our table, and a retail clerk who knows which aisle cup hooks can be found in.  Perhaps I am asking too much but I think not.