Isn't it true that a service provider should provide a good service?
Unfortunately, no.
First and foremost, a service provider should provide a service. That's the core business model of a service provider.
The service experience is not a given expectation.
A
smart service provider would provide good service to get more customers to come back and continue using their services.:-D
However, a FANTASTIC service provider would provide what is known as "Branded Service", and make their service standards known, and uses this to
propel themselves ahead of competitors and differentiates themselves from the norm. Such an example would be Singapore Airlines, and believe it or not, Giordano.
We take service locally forgranted and expect, no, DEMAND good service because we're typically Singaporean. But if you're reversed and in the shoes of the salesperson serving you, are you able to satisfy yourself? Many people think yes, but the truth is: not really.
We have above average service standards in SG, but it's not pert of our culture, and many such efforts are forced.
If you go to other countries like Switzerland or the US or fly their national airlines, you'll find they have pretty poor service standards. Fly Swissair, Lufthansa, Virgin or United, and try loading your handlugguage yourself.
No one will help you. Try the same in an SQ flight, and that petite frail SQ girl will be there first with smiles and you suddenly realise how strong she is. Airlines like Emirates, Thai Airways and some others are trying to EMULATE the Singapore Airline model. That's how powerful branded service can get. It's come to a point that now SQ has assimilated that service as part of their corporate culture for their service staff.
No where else except Japan have I experienced excellent service in almost EVERY store I've been in. Even the small fashion stores along Harajuku have excellent service. That's part of their culture.
