Will we ever develop a service culture?
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Government should set an example by giving good service to its people as customers e.g.
(1) Listening to people's problems and grievances and serve them as their servants not masters from the highest level including the ministers.
(2) Be couteous to the people not always talking down or condescending to them when carrying out variuos policies.
(3) Treat people as customers who have many needs to fulfilled and try the very best to serve them not by issuing threats or suing them for slightest out-of-turn remarks made in moments of accountability at election time.
It is only by government walking the talk will there be eventually a service culture and a cure to our current kiasuism or kiasiism among employers are largely copying government attitude in treating employees. -
It's interesting to note the dramatic change in govt's emphasis towards service orientated sectors in the past months.
With the integrated resorts (a glorified name for 'casinos') roadmap firmly in place, the challenge will be to compete with regional giants like macau and hong kong. Count Genting highlands too if you consider the publicity and crowds.
Back in 1999, service sectors were pretty much in the doldrums. I recall that in the same year, NTU closed down its hospitality and hotel management course for business students due to an obvious lack of interest. That was one of my primary courses so it is a pity that i missed out on it. NUS had no equivalent course and SMU wasn't ard yet. Shatec was the only viable solution at that time, offering an expensive diploma.
With the planned intent to fill the job vacancies with Singaporeans as much as possible, the govt is likely planning a crash course on service orientation. One wonders if this was a spur of the moment decision, with the monumental task coupled by a do-or-die mentality. It ultimately suggests a panic within the govt that in the next few years, the tourism industry in SG may depend on the success of our IRs and not on our tourist attractions, which aren't much by the way.
The recent mass renovations and remodelling of Sentosa adds weight to this argument, along with the superfluous 'renaming' exercise of Marina Bay and its total makeover image in past months. -
Will we ever develop a service culture?
No. Under-paid and overworked, where got motivation and energy to smile? -
garment set example lah .... -
Ask the minsters if they're able to smile if they're paid barely 1k a month or less. They'll probably embezzle money from their employer! (thats why we need to pay them the big bucks)
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Singaporeans do have the service culture. But we inherit the bad genes of "Selective service culture". i.e. we provide good service to selective customers.
Can't help it, as it was in our society. Even in the meet the people session, the MPs also used the selective approach. They asked the grassroots to "screen", "filter" and then finally meet only the "qualified". Some were even late for the sessions. Thats where we learn our selective service culture. -
service culture??? tan ku ku....especially at our "frenly" neighbourhood coffeeshops
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Service Standards, and Common Courtesy, cannot DEVELOP if no one or too few people in society CULTIVATES it.
It's CULTURE, not DEVELOPMENT. -
i agree, too picky, choosy, want the best for ourselves and try to save as much as we canOriginally posted by Agressor:Singaporeans do have the service culture. But we inherit the bad genes of "Selective service culture". i.e. we provide good service to selective customers.
Can't help it, as it was in our society. Even in the meet the people session, the MPs also used the selective approach. They asked the grassroots to "screen", "filter" and then finally meet only the "qualified". Some were even late for the sessions. Thats where we learn our selective service culture. -
I dun think so..
Attitude prob -
Those who visit Hong Kong regularly would have noticed the big change in the service level of the people there. They used to scold you if you come in the shop and don buy, they tell you not to touch the merchandise if you have no intention to buy, if you bargain for a low price they insult you and they shout loudly the little or no tips you left for all to hear. Now, they let you try out all shape and sizes and if you finally don buy, they thank you and ask you to come back again when new stock arrives.
They even learn mandarin (they used to speak cantonese to the taiwanese) and even change their attitude towards "ah chan", the mainlanders whom they look down upon.
Why the big change?
my hong kong friends told me the retail sales went through a very very bad time after the financial crisis and they knew they had to change to survive.
some said the competition from neighbouring shenzhen was offering cheaper prices and Hong Konger know service is the only thing that give them the upper hand in the competition.
some said they now know the guai lou cannot afford and the japanese are not big spenders anymore and they have to depend to the asians, especially the mainlanders, so asians are getting the good service now.
the reasons may be one or all of the above, one thing is certain, they did not have the government taking the lead, they did not wait for the government departments to set example, for they had just come under a communist government, a new political system call one country two systems, and they had no idea what changes might be ahead.
may be we should change the government?? -
Change govt no use...
Still it is us that need to change, end of the day, we just rely on ourselve to survive -
HK people have pride ...Originally posted by sgdiehard:Those who visit Hong Kong regularly would have noticed the big change in the service level of the people there. They used to scold you if you come in the shop and don buy, they tell you not to touch the merchandise if you have no intention to buy, if you bargain for a low price they insult you and they shout loudly the little or no tips you left for all to hear. Now, they let you try out all shape and sizes and if you finally don buy, they thank you and ask you to come back again when new stock arrives.
They even learn mandarin (they used to speak cantonese to the taiwanese) and even change their attitude towards "ah chan", the mainlanders whom they look down upon.
Why the big change?
my hong kong friends told me the retail sales went through a very very bad time after the financial crisis and they knew they had to change to survive.
some said the competition from neighbouring shenzhen was offering cheaper prices and Hong Konger know service is the only thing that give them the upper hand in the competition.
some said they now know the guai lou cannot afford and the japanese are not big spenders anymore and they have to depend to the asians, especially the mainlanders, so asians are getting the good service now.
the reasons may be one or all of the above, one thing is certain, they did not have the government taking the lead, they did not wait for the government departments to set example, for they had just come under a communist government, a new political system call one country two systems, and they had no idea what changes might be ahead.
may be we should change the government??
does Sg people have that? -
In Hong Kong: Not happy with government policies or anything? Street protests, marches, letters etc. They have freedom of speech, they are allowed to air their views to the relevant authorities. They are allowed to say their government sucks in public. They do not feel as helpless because they can do all these things.
Contrast that to Singapore. They'd probably have to build new prisons and step up recruitment for police officers if we did that.
I think decision makers have to understand that for a dynamic and creative people, free rein has to be given for expression. You cannot have your cake and eat it too. -
Their freedom days are numberedOriginally posted by av98m:In Hong Kong: Not happy with government policies or anything? Street protests, marches, letters etc. They have freedom of speech, they are allowed to air their views to the relevant authorities. They are allowed to say their government sucks in public. They do not feel as helpless because they can do all these things.
Contrast that to Singapore. They'd probably have to build new prisons and step up recruitment for police officers if we did that. -
Well, quite. unfortunately.Originally posted by sbst275:Their freedom days are numbered -
It will evolve into a new form or system. Besides, their people do not take things lying down unlike us....Originally posted by av98m:Well, quite. unfortunately. -
China is stepping up their controlOriginally posted by mistyblue:It will evolve into a new form or system. Besides, their people do not take things lying down unlike us.... -
China is not stupid to destroy everything..Originally posted by sbst275:China is stepping up their control
Healthy control is needed for certain things.
SG do not even know freedom and mostly there's absolute control through the use of fear...
Wait and see, its not always doom when china steps in. -
You think so??Originally posted by mistyblue:China is not stupid to destroy everything..
Healthy control is needed for certain things.
SG do not even know freedom and mostly there's absolute control through the use of fear...
Wait and see, its not always doom when china steps in.
See sooner or later biz... All fall into communist -
What are you saying... Sg is already a communist or more communist-like than China.Originally posted by sbst275:You think so??
See sooner or later biz... All fall into communist
China is slowly taking in control. But they are smart not to do it at one go so as to realise how much control is sufficient. Even if China exercise full control, but HK is flourishing. So what's the big deal about more or less control. Never under-estimate China.
Ok lah .. Whatever you think ... if you think China is interested in making everyone a commie, then its your view. Moving forward, China will move towards a hybrid. It is not a communist country anymore - It had moved and changed if you did not notice. The only ones are N. Korea and N. Vietnam where these people have dictatorship.
But whatever you think lah. I am leaving this thread and letting the topic go back to service culture in SG not HK or China. -
HK already losing to Shenzhen or Guangzhou...Originally posted by mistyblue:What are you saying... Sg is already a communist or more communist-like than China.
China is slowly taking in control. But they are smart not to do it at one go so as to realise how much control is sufficient. Even if China exercise full control, but HK is flourishing. So what's the big deal about more or less control. Never under-estimate China.
Ok lah .. Whatever you think ... if you think China is interested in making everyone a commie, then its your view. Moving forward, China will move towards a hybrid. It is not a communist country anymore - It had moved and changed if you did not notice. The only ones are N. Korea and N. Vietnam where these people have dictatorship.
But whatever you think lah. I am leaving this thread and letting the topic go back to service culture in SG not HK or China.
It has lost World's largest port position in 1 case -
HK is evolving and so are everyone. Is it this bad to so call Lose ???Originally posted by sbst275:HK already losing to Shenzhen or Guangzhou...
It has lost World's largest port position in 1 case
Is it impossible that other countries will work hard to get better?
Will HK be getting better and maybe get No. 1 for other things?
Do you think SG will forever be Number 1?
Do you think SG will find other things to be good at ?
Do you think SG will develop other capabilites to win at other areas instead of talk only?
Do you not see the whole picture which is dynamic ... not static -
when i working in TS, i everytime make fun of customer. quarrel, li xiao, blow bubbles from my mouth and let flow to their skin hehe
ask them to go take themselves, stand infront of TV, see chio bu then try to see zao geng. should be all these ba. 
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Nope.
Not with the push by the govt. The fact of the matter (IMHO) is that this exercise does not translate to $$$ for the practitioners... ie the one providing the service.
In Hong Kong, they noe tat it is survival ornot if they cannot competite on price. So they automatic upped their service level to match.
Another eg, there is a optical shop in Bras Brasah Complex name Kwong Shih... if u happen to pass by it, it is always crowded, as compare to the shop next door. Y? They provide excellent service, one that will ensure that the customer keep coming back (thus they are rewarded). Even the staff turnover is low...
Conclusion: The govt miss the point .... where is the incentive?