Are you being served? That is a tough question. What is good service and what is bad service? Does service come with a price tag? Is it associated with the status that you have (e.g. celebrity, public figures and etc)? Does Singapore have a long way to go when it comes to good customer service? I will take up this challenge to test on a service sector and review whether they live up to my expectation of good service.
So, which sector am I targeting? As I was requested to take up this task (for the good of our service sector here), I was in a dilemma on my game plan. At first, I thought of the Electronics Goods sector (e.g. at Sim Lim Square) but I felt that it is too simple. So, after thinking for a while (actually quite a long time 🙂 ), I decided to go for the tourism sector. Why? Because Singaporean always complain that our Tourism sector is only good to Tourists and NOT fellow Singaporeans.
BTW, as an initiative to check out Singapore service standard, a website was dedicated to focus on our Service Industry. Check out http://www.AreYouBeingServed.com.sg
Game Plan
Sentosa is a must-visit place in Singapore. However, not many people know that there is a Segway ride there. My mission is to go there and have fun with the Segway and at the same time, test the service skills of the people there.
According to their website, I will need to book the ride 3 days in advance. So, this is what my game plan will look like.
- Make a booking by calling them. Will try to request the next day booking and ask them about the packages available.
- See their telephony skill and product knowledge on this.
- Go there earlier on actual plan day and try to ask as many questions as possible on their products.
- See their product knowledge
- Along the trail, question them on Sentosa
- See their knowledge on the trail (part of their product).
- Others
- Patience
- Politeness
- Rejection to Special (and not possible) Request
Hopefully, after this task, they will not ban me 🙂 . After the completion of this task, I will update everyone. In the meanwhile, checkout the Website.