I WAS greatly encouraged when I read recent reports in the media that the Government would be giving the service industry a $100-million boost, so that service quality can be improved through staff training and skills upgrading during the recession.

In an effort to improve service standards, it is not uncommon for bosses to place the responsibility of delivering excellent customer service squarely on the shoulders of front-line staff.

Bosses should lead by example and descend from their ivory tower to work with their subordinates as a team, to give customers courteous, prompt and reliable service, like Mr Lim Hock Chee, the managing director of the Sheng Siong supermarket chain.

Good customer service also includes the handling of calls through an efficient telephone system.

Hearing a friendly, courteous voice at the other end of the line gives customers a good impression of the company they are dealing with, whereas a recorded message does not speak well of the approach taken by a business towards its customers.

Parents and teachers can help children develop and nurture the right kind of attitude that will give them a head start in the service industry when they complete their studies.

A service curriculum should also be integrated into the education system from as early as Secondary 2 or 3.

It should seek to teach students the principles of service, which include using powerful non-verbal methods of communication.

Singapore can learn from the Thais what a sincere smile (yim siam) can do for the country and its service industry. Even foreigners who are unfamiliar with Thailand's culture and language have no problems perceiving the warmth and friendliness of its people.

In Bangkok, I was made to feel welcome in every shop I visited.

The power of a smile should not be underestimated. It is universally understood, and will help draw customers and maintain good relations with them.

Mr Nelson Quah

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