Service Gone Right
Sunday February 5, 2006
Coming across a good service is like stumbling upon a hundred dollar bill along the street. Yes, it’s that rare here in Singapore, period. It’s very sad and unfortunate that we even have a Go the Extra Mile for Service (GEMS) campaign, set up by the government recently.
So imagine my surprise when I encountered Kinokuniya. It started off at their main bookstore in Takashimaya, I queried for a particular book location at a counter and got the info that I needed. Okay. I continued to query for another rare book, the lady obliged but turned out it was sold out. Fine. I then expected an annoyed facial expression and tone of voice when I further requested if it’s possible to place an order, I was sorely disappointed.
I was taken aback by the politeness of the reply. She kept on querying the database, placed a special customer’s order, took down my particulars so that they can inform me once the stock arrives, smiling and all asked if there are any other books I’m looking for or wished to order. Excellent. I signed up for their one-year membership right away, which entitles me to 10% off each purchase by the way. Couple of days later, I was at home searching for a couple more books in their online bookstore and decided to place an online order. There was no credit card transaction needed, it’s cash / cheque payment upon delivery. Brilliant. Added some books to the shopping cart, submitted the order form and got a confirmation email the next day. Not only informing me the status of the order, but the books as well.
It turned out 2 of the books was out-of-stock, it then suggested alternative version of the copies. Another 2 had creases on the covers. I thought that was a very nice gesture, as I like my books to be in prime condition. I then instructed them to cancel the ones with the creases, placed a special customer’s order for the out-of-stock books and to precede delivery for the available ones. An email reply the following day confirming my instructions and got my books delivered the next day all sealed in prime condition. Heck, even the delivery ‘uncle’ was as friendly as you can get. Superb. With such a great customer service and being true to their core values, they got themselves a very satisfied customer who they will be hearing from again guaranteed to do business in the near future.
Back to the topic of good customer service being a rarity, some may argue that it’s the Singaporean customers that are usually very rude and hostile. However, I feel that doesn’t warrant the ‘bad’ service while our expatriates and foreigners are the ones mostly striking the better or rather the ‘best’ end of the deal.
Nevertheless, we locals have a huge part to play. If one expects a good customer service then we must try to be as friendly and courteous as possible when approaching them. All that is needed on our part is simple mutual treatment; it’s just plain hypocrisy in not doing so. So treat others with respect and the same shall be granted upon you – if not always.
So who knows? If you’re lucky, you might just stumble upon a hundred dollar bill one day .
// Filed under: Media