Tan Kin Lian's Blog: Lower standard of service in Singapore

Friday, March 19, 2010

Lower standard of service in Singapore

There were several complaints about the deteriorating standard of service in Singapore. In my view, the main causes are:

a) Dependence on foreign workers who are not familiar with the Singapore environment
b) Over-crowding, leading to congestion and highly stressed workers - leaving a negative impact on service.
c) Managers and owners are too focused on profits, and ignore customer service
d) Customer complaints are being ignored - as consumers are weak.

What are our views? What can be done to improve customer service?

Tan Kin Lian

15 comments:

Anonymous said...: It has something to do with the culture. And the low pay of some service jobs where there are no incentives or commissions to look forward to.; March 19, 2010 5:44 PM
Tan Kin Lian said...: I have seen service staff and sales assistants in other countries, such as Indonesia and Thailand. They are paid very low salary, less than USD 100 a month, but they are quite happy and provide good service.

The reason? Low cost of living in these countries. With their low salary, they are able to get by and do not feel stressed.

With the low pay, the business can employ more workers and they have more time to take care of customers.

It seems to be a better arrangement than in Singapore.; March 19, 2010 5:51 PM
CJ said...: How about if we compare to Japan & Hong Kong and big city in China?

They have much higher living cost?

I think we Singaporean have to think further other than high living cost, low pay etc. The reason could be within ourself...

just my 1cent opinion. No offense :-); March 19, 2010 6:07 PM
Tan Kin Lian said...: Salaries in Japan and Hong Kong are higher (relative to cost of living) than salaries in Singapore for service staff. In Singapore, the disparity in income is big, much bigger than most other countries.; March 19, 2010 7:15 PM
Anonymous said...: Consumers are weak: because if you want to bring up any issues you be prepared to be brushed aside and labeled as part of a nation of complainers.; March 19, 2010 7:46 PM
jamesneo said...: Moreover,for example in food and beverage industry as mentioned before Singapore has no tipping culture and the service charge actually goes to the boss and not the service staff. This coupled with the overcrowded singapore means that they can offend/ignore a customer without fear of repercussions as there are always more customers especially if one is located in prime areas.

I noticed that some service staffs located in less prime areas have better standard due to their business model being word of mouth rather than due to the location.; March 19, 2010 8:10 PM
CJ said...: Wondering if someone in the government is doing something to reduce the income gap.

But i doubt so...
Probably GDP is more important than Gross national happiness.; March 19, 2010 9:09 PM
Undemanding Customer said...: Courtesy begets courtesy.

Chances of good service increases with mutual respect given to service providers.

Chances? you ask. yes.. until owners and managers spend time and money on training. Currently, its a hit or miss. Retail owners simply do an interview to select people who are friendly and smiley. Service is much more than that: training and enhancing excellent service means focused supervision and it begins from the CEO right through to the admin managers and HR people.

Many business owners do not ask what their customers want.. besides buying a pair of jeans or ordering food.

Getting cheap foreign labour adds to negative customer experience too. Many do not speak well in English. Many eat and drink within customer presence.

Low pay and long hours are factors too. But most of all is employer attitudes.They do not believe in customer care.. just the ringing of the cashier's till.

I always vote with my feet.
OCBC has lost my custom
Caltex has lost my custom
Takashimaya has lost my custom
Cycle & Carriage has lost my custom

Cold storage has won my custom
OG has won my custom
Challenger has won my custom
Citibank has won my custom
Maybank has won my custom
M1 has won mt custom

Where things are affordable, its customer relations that tips in favour of a sale.

Alas, business owners are oblivious to that basic principle.; March 19, 2010 10:13 PM
Anonymous said...: Service in Spore is not bad at basic level but there is a general lack of product knowledge from the front line staff. There are many reasons including cost and culture. From my experience, Spore is above most Western country in customer service especially in efficiency. Perhaps, it is the consumer to blame. Sporeans are the pampered lots no service will be qualified good service easily. Many pay peanuts and expect gold in return. There is no realistic expectation from service. Once you have entertained Sporean customer, you will understand the difficult job by the front line service staff. Given them a break.; March 19, 2010 10:32 PM
Ronnie E said...: There are demanding customers and there are abusive customers.

Having proper and appropriate training will empower service staff AND management staff to meet these challenges

The Singaporean as a customer is no different from an American, Japanese or Indian ( who are known to drive very hard bargains!).

Improper training and poor support from management will result in a negative experience for BOTH provider and customer.

We have an excellent infrastructure which is efficient and conducive to promote shopping and business. What is lacking is the soft skills in human interaction.

This is evident when supervisors treat their subordinates poorly.
This is evident in managers who manage from a distance and their behaviours are not part of the owner's KPI.. only the sales figures, and inventory controls.

Treat your staff well, they will smile and they will treat customers from their hearts too.

68% of business lose their customers because of staff attitudes. Where does the poor attitudes come from? Perhaps from their own mindset, but when managers and owners treat their employees fairly and encourage positive mindsets, everyone's attitude will be affected.

We have the ability to achieve excellent customer service. It is in our Asian roots.
It is the business owners and managers who must play an active role... customers service cannot be excellent if it is attempted in isolation by employees who cannot speak english, and with half baked ideas about customer care.

Business owners seldom understand the value that each employee can bring to their business.. why?
.. shallow, narrow, outdated and indifferent.; March 20, 2010 11:38 AM
Tan Kin Lian said...: I found a technique of dealing with demanding and abusive customers, when I was in NTUC Income. This technique was adopted at the call center, and produced top results.

Customers become abusive when they are put to a lot of unncessary hassle. If you make it easy for the customer to lodge a complaint and get the right people (i.e not the front line staff) to handle the matter, the problem is usually solved quite easily - the customer and front line staff becomes happy.

The attitude of customers are usually molded by how they were treated. Solve the underlying problem, and you will find many decent and fair customers, even in Singapore.

Singaporeans are so used to be cheated and short changed by profit-driven businesses, that they respond in an abusive manner.

But, when they find an organisation that treats customers with respect and fairness, they reciprocate in their response.; March 20, 2010 11:52 AM
Anonymous said...: Living environment in BKK for a worker is no compare to SG garden city. Tap water is not safe for drinking.

Worker has to buy drinking water, buy meals from street vendors. Room is usually provided by employer. They can survive and be happy with very low salary.

Workers in BKK are usually from poorer village. They try the urban living. If make money, stay in BKK. If not, go back village or move from town to town to look for better life.

How worker make money in BKK?
1. Honest living plus hardworking
2. Underground ! (Be careful when there smile !); March 20, 2010 1:50 PM
Anonymous said...: i think it is recognition, if a person hire someone that provide good service to the customer and continue to improve,but in the end decided to hire someone cheaper and feel it is better to get someone cheaper and better in other aspect,then maybe the staff may feel that the good service that is provided to the customer seem insignificant and decided to develop his abilities to other aspect or other lines?
i notice that when i go to places where services is important, the services will be pretty good. like five star hotel or some shopping places where customer go there for the services and not just for the product...
so do you show recognition for a good service?; March 21, 2010 8:30 AM
Ronnie E said...: Recognition of good service is reflected by returning clientele.The customers may not demonstrate their appreciation towards any particular staff, but their return visit means earnings for the owner.

So, what about the staff you ask?
That the staff performed professionally and thus able to gain customer rapport, the management must share the profits and the accolades with the staff.

This is sadly lacking in our management styles. Restaurants do not share the 10% service charge with their employees.They also do not share customer complaints and compliments when they receive them.

Even if tipping is frowned upon, the managers must show appreciation to their staff in other ways. Money may be important but research has shown that people are motivated by a simple "Thank You for helping the customer find his hand phone.." although it was not the staff's duty to do so.

Supervision requires training and identifying a "learning" moment and giving immediate recognition where warranted... all these skills are woefully lacking in 90% of all businesses. It includes B2B and any human interaction.

Again, the owners fail because their focus is ALWAYS the bottom line and profits.. which means they also fail to understand that keeping current customers is far cheaper than acquiring new ones.

MBAs help with business management but people skills seem to be an obscure elective. Well, it is all well for me.. I train customer care.. therefore, there will always be work for me!; March 21, 2010 2:01 PM
Anonymous said...: I was at Food Republic Wisma Atria once. As I only ordered a plate of duck rice, the PRC staffs gave me a black face immediately. Another time I was there, the PRC staffs actually sits at the same table with the customers to eat which I find to be extremely rude.; March 22, 2010 10:35 AM