The National Day Rally Speech 2005 was broadcasted last evening and in it, Prime Minister Lee Hsien Loong highlighted the need to remake Singapore in face of a dynamic world.
The essential step in remaking our nation is to change mindsets and the point he emphasised on was to improve our service culture. 2 video clips were aired with the first showing a customer ordering Char Kway Teow (Fried Noodles) and requesting for more beansprouts but getting rude service from the hawker. The next video clip showed the customer being unreasonable and even wanting to help her boyfriend cut the queue.
The 2 short clips revealed 2 sides of the coin of the ugly service culture existing in our country both from the service staff and the customers. Indeed Singapore is tainted by far from good service and many in the frontline do not even understand the term "service" and simple hospitality. The culture here is transactions are done straight to the point, either you take it or leave it. If we continue like this, we'll certainly end up in a sorry state.
The PM suggested promoting a GST campaign - Greet, Smile and Thank. Service staff should learn to greet their customers and acknowledge their presence, as well as, smiling while providing the service. Customers should also learn to appreciate and reciprocate the service they are getting by giving thanks. This is something fundamental in a simple service exchange, yet lacking in our society.
I would go a point further and urge that this campaign be transmitted downstream, starting from the bosses, and down to the employees in the frontline. Those at the top cannot be excused because ultimately we must create an environment where all are happy to work and naturally willing to provide service at all levels of an organisation.
Let's remake Singapore to be cheery city where all can enjoy working and living here.
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