Dear TRS,
I'd like to share something to give a break from the heated political scene.
This is about customer service in Singapore.
I'll be honest, it is far from a dream job nor will it get you rich and famous. The long and ever changing shift hours will destroy your 'body clock' and dealing with people from all walks of life is a battle we fight daily. However, despite the negativity that surrounds the job, there are positives too. Which is why i believe every Singaporean out there should have at least a year's worth of working in the customer service line to understand what it's really like and how tough it can get. And perhaps, next time before you start yelling or making ludicrous demands from the CSO that is handing your enquiry or problem, you'd be able to spare a thought for them.
Just to shed a little bit of light on my background, I have worked in Sales and marketing, events management, F&B, hotel and mall management since I was 18 years old. I have met people from many walks of life both locally and internationally. Just to touch base on the higly flammable issue of locals vs foreigners, I will admit that foreigners in general(not all) are a better lot to assist than locals. Now before your readers start to jump on the hate wagon let me explain why, and for the record, I am a local Singaporean myself.
Foreigners generally are more appreciative of things that service providers do and pay attention to the little detailed efforts that you put in for them. They are not demanding and are always writing in complimentary letters and practice tipping where they see great service provided. Singaporeans on the other hand, generally feel that they have a higer sense of entitlement, perhaps due to the ever inflated prices we are paying for such services. When they look at service providers, it seems that they feel like they should be treated like royalty and look at service providers as servants rather than professionals. But of course, I always mention 'generally'. Simply because it is not right to stereotype. I've had my fair share of nasty foreigners to entertain too.
There are a minority of Singaporeans too who can be very nice and appreciative of us, and we love that. However the majority still belong to the stereotypical group. Always making a fuss out of everything, exorbitant demands and above all else complaining. I'm sometimes embarrassed at my own countrymen. We can complain about almost everything and anything under the sky. Let me share with your readers some of the more unusual complaints i've had to face over the years;
C1: Your Queue is very long. It's so silly I have to do it just to redeem a $5 gift.
C2:(This was during the haze last year) I want to complain to NEA. This haze is here because of you all!
C3: I want to complain, your carpark is full and I cannot find any parking lot!
C4: Your carpark overcharged me 30 cents!! I want to complain because it's the principle that matters!!(Of course after checking and a series of email exchanges it was discovered that the customer had miscalculated. Then again, 30 cents is a big deal when you're driving a $250k Merc.)
C5: I don't care if the room/voucher/service/gift/product is finished!! I want mine and I want it now!!!!!
C6: I don't like the structure of your hotel, I want to complain.
C7: You spent more time with the previous customer, I want to complain.
C8: Your toilet has too many people, I want to complain.
C9: Oh you ran out of small change? I want to complain.
C10: Even though you were checking the computer, you didn't smile while doing so and that makes you rude. I want to complain.
There are more absurd ones which will be too ridiculous to share, but just to give you a rough idea of what it's like dealing with Singaporeans on a daily basis. It's never easy. As service providers we are only humans. We try to be as courteous and polite as possible despite encountering hundreds of consumers a day. And speaking of consumers, I have also reversed the role and be a consumer myself. In all honesty I have also experienced bad customer service. But no matter what I have always tried my very best to be a patient and understanding customer. Aside from that, I'm also going to share some insider info and (hopefully) bust some myths about our service providers:
-Yelling or screaming at us won't neccesarily get you what you want. Hurling vulgarities makes it worst. If you want something ask nicely, and if you don't get it, please understand that we too have our limitations in terms of giving in. You think we purposely wouldn't want to give you something for fun?
-Be reasonable in your complaints not ridiculous. If it's legitimate, of course we will do the neccessary. But if it's ludicrous, please imagine our imaginary middle finger.
-Venting your frustration at the staff due to whatever policies or terms and conditions that you are unhappy about won't get you anything either. Remember, the staff wasn't the one who wrote these. To add on, some of protocols and procedures in place may seem ridiculous to you, but trust me, it is because of past experiences with ridiculous customers that is why such T&Cs and policies are there for.
-Since we do not practice a tipping culture in Singapore, the best thing you can do for a service staff who has given you exemplary is to write or email in a complimentary feedback/letter to the highest echelons of the management. Even a complimentary feedback card by you would mean the world to these staffs, cultivate the habit and make the world a happier place.
I have a second part to this but due to the time constraint shall leave you with the wise words of our supreme leader for now:
"You must remember to be a good customer and treat them(service staff) as professionals, not as slaves." - LHL
-FL-
TRS Contributor