Just thought it will be a great idea to pick some tips for India (from Paul Greenberg's post) from Singapore Prime Minister Lee Hsien Loong 's call for National Commitment to service excellence:
- Remaking Singapore includes remaking our mindsets. e.g. not being afraid to fail, being willing to try new things, giving people a second chance, adapting to changing job market, etc.
- Focus on one mindset change - improving our service culture
- This is the critical success factor in developing service industry
- We do not have a natural service culture
- Some Singapore organisations have excellent service standards
- e.g. SIA, Changi Airport (e.g. ICA staff), also find them in the hotel, retail and F&B sectors
- But Singapore has a long way to go
- All three parties - companies, service staff and customers - have a role to play in improving service
- Companies must show leadership and adopt service friendly policies, systems and processes
- Emphasize service training for workers - not just for frontline, but also managers and supervisors. Management must walk the talk.
- Service staff must acquire a service mindset
- Service jobs are honourable and can serve with pride and professionalism e.g. Ritz Carlton's mission: Ladies and Gentlemen serving ladies and gentlemen
- Service and social skills - how to carry yourself and serve others with grace
- Our people too can deliver good service, even as life in Singapore gets better
- Just as important is customers' attitudes
- Hard to serve with pride if customers treat service staff badly
- Service is not servitude
- Service staff are not our servants or slaves
- Show appreciation for good service
- Good customers get good service
- Long-term, national effort
- Government agencies will get together to promote good service.
- Not just for tourists. More fundamentally, it is about what we are
- Being a gracious society, courteous and respectful to one another
- Recognising the dignity and contribution of each citizen
- Each person doing his part, excelling in his own vocation, and serving with pride
Quite a bit of nice thoughts are there for the Indian Government, Politicians, Administrators, Indian Citizens and the like to pick-up and implement immediately.