When service becomes automated and meaningless

Intentions show through. Despite going through the motions of respect, politeness and customer care, the absence of real care shows through clearly. Many of the Singaporean service personnel I have encountered recently demonstrated this.

They take my money or credit card, and hand me receipts and change, with two hands. This is a sign of respect in Asia. But it is very clear that this has become a hollow habit. More often than not while serving me, they are chatting loudly with others, or being preoccupied with something elsewhere. I always say “thank you”; and seldom get any response.

Now I fully realise that they are likely not being paid enough to care. So the responsibility may not lie squarely with the actual service persons.

The point here is: how much of your customer care processes/gestures have become automatic and meaningless? Customers will feel it.

2 comments on “When service becomes automated and meaningless”

1. Heather Smith said:
   

   Ooooo

   Harsh comments about Singapore, one of my favourite places in the world!

   I have a question for you Zern ~ what sort of accent do you have?

   Do you speak Mandarin?

   OK the reason that I ask this, is that I lived in S’pore for 3 years and LOVED it. At one stage I travelled around with a girl who had an Asian appearance, but had a strong scottish accent, and knew no Mandarin, or Cantonese. She was treated horribly, by the taxi drivers, by the guys at the hawker centre, by most of the S’poreons that we came in contact with. The whole experience was quite draining for me, and quite upsetting for her.

   Are they treating you differently, because they are assuming something about you?

   
   17 May 2008 at 12:24 am
2. Zern said:
   

   Heh heh. Ok, some version of this will happen somewhere in the world. So it would not be a uniquely Singaporean experience.

   It is an interesting point you’ve made about accent and assumptions.

   To answer your question, I have a fairly neutral Australian accent, and yes I do speak Mandarin fluently.

   Let me clarify that this post was not about horrible service or overt rudeness - taxi drivers here are consistently polite and friendly and helpful.

   
   17 May 2008 at 9:39 pm

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