When I asked to have a look of the other colours available for the phone I wanted, she told me that there were no display sets available for the customer to see. This is something that I find hard to believe, considering that I was at the main branch and that even the smaller outlets had display sets available. She was also not confident when processing the administrative documents I had to sign, writing illegibly and fumbling throughout. I felt even more indignant when, after a week, my new SIM card had not been activated when she told me it was supposed to take just 3-4 days. I had to go all the way down to a service centre only to find out that I had been given a faulty and wrong SIM card by the salesperson who served me at Cuppage. And to add to my frustration, she renewed the wrong mobile plan, renewing my dad's mobile plan instead of mine.

I personally believe that it is perfectly normal and all right for any salesperson to be a little unsure of certain things, especially since consumers can sometimes ask the most detailed questions. However, this does not mean that they should compromise on their service. The least I expect from a frontline salesperson is a basic awareness of the company's services and products and a desire to provide quality service that will leave the customer satisfied with his purchase.

I would have been pleased if the staff concerned had the initiative to ask a more senior staff to clarify her doubts instead of giving me a confused look and making so many unnecessary mistakes. Having personally been in the customer service line before, I know how much customers like myself value good service. Good service comes from within, it comes with sincerity, patience and a willingness and desire to go the extra mile. Above all, one needs to have the passion for the job. Clearly, there is a lot more to be done before we can be proud of the service standards in Singapore.

Kevin See Boon Yew