Nov 18, 2004
CUSTOMER SERVICE, OR THE LACK OF IT
The Strait Time Forum:
THERE has been substantial debate about the falling standards of
customer service in Singapore and our fall from 'grace' in
international ratings. Like many Singaporeans, I viewed the drop in
ratings with some scepticism, attributing it to biased assessment
based on marginal differences and increased competition from other
countries out to make a dent in Singapore's world-class
reputation.
Thus nothing could have prepared me for a recent family trip to
Sentosa - long promoted as one of the Republic's premier
attractions - which showed quite clearly that while our costs are
first class, our attractions and services are Third World.
As I drove through the main gate, two staff members declined my $50
note as payment for four adults and four children, citing a lack of
change. I was directed to a cashier nearby who issued me with the
tickets.
I was told that I could park next to the Underwater World, but I
eventually had to park more than 1km away, from where we had to
walk 300m and join a queue of more than 100 people to catch a train
that appeared every few minutes with no more than 10-15 seats
available.
As it would take 50 to 60 minutes for the whole family and our
friends to get on the train with two folded buggy prams, we decided
to walk along what was described as a 'nature' trail.
But first we decided to have a drink and a snack at Burger King,
but we gave up when we saw the queue and the filthy seating
areas.
Twenty minutes later, we arrived at the Underwater World and joined
a long queue to pay a $70 entry fee for three adults and two
children, having decided that my wife and three-month-old twins
would not accompany us as the internal staircases would make it
very difficult for them to manoeuvre.
At the main entrance I requested that the security guard allow my
wife to sit inside the barrier, just within the air-conditioned
environment. This was acceded to only after my request was first
rejected.
The tour of the aquarium went without incident, but because of
crowding around the limited exhibits, it made it extremely
difficult for young children to see anything of consequence. We
spent no more than 15 to 20 minutes in this 'world-class'
attraction and were directed to the aquarium-shop barriers where I
had to insist that an alternative exit be opened to accommodate the
prams.
Nothing could have prepared me for our next experience - the
Aquarium Cafeteria - from the trays encrusted with food remnants
and the unappetising 'local fare' to the dirty water coolers and
cutlery, and the general filth of the service and food-preparation
areas. Tables were covered with plates, grease and food remnants,
and the floor awash with the same.
It infuriated me to see tourists having to scrape away other
people's congealed leftovers and wipe their tables with tissues and
newspapers, particularly after having paid outrageous prices for
their food and drinks.
As the main seating areas were inadequate, we were forced to sit in
an adjoining enclosed dining area, which was even worse as there
was only one fan and the place was deplorable - tables were covered
with used cutlery and plates, food leftovers, soiled napkins, spilt
drinks and what appeared to be vomit on the floor.
The final insult was when my wife was told by the cloakroom
attendant that no liquid soap was available to wash her hands but
when she demanded to speak to the supervisor, the soap receptacle
was hurriedly filled with very diluted liquid soap.
As we hurriedly left, I told the catering manager the cafeteria was
nothing more than a pig sty, to which he shrugged his shoulders and
continued to talk to the cashier.
We left Sentosa after no more than three hours, vowing never to
return. My next trip? Tourist attractions in Indonesia or Malaysia;
at least the service and standard of hygiene are better - and
always provided with a smile.
Philip John Williams(tourist)
Singaporean, isn't that a catastrophe?
