Business Etiquette & Service Excellence

Having participated in numerous BESE lessons, I realized that I have accumulated many skills that are applicable and useful for the later stage of my life.  There were many lessons and videos that left me thinking, picturing what would I do in certain situations. But frankly speaking, I enjoyed most of the lessons as it enabled me to gain an insight on many different aspects of service that I did not realize until now that was important in the industry.

Each lesson was a fruitful learning journey.

The first lecture topic which I found practical and useful is “Delighting your customers 1”. It taught me how to make each and every customer feel valued and respected. In modern day Singapore, we are known as a food haven for most tourists, as well as the 5 star accommodations and facilities. But what is lacking is the quality service that Singapore provides. We pride ourselves on being world class in terms of food, attractions as well as accommodations, but why are we not focusing on the key to ensure good customer satisfaction?

I have come across many embarrassing moments with the service staff, even in high-class restaurants. Many lacked the sincerity in their service, and most are not willing to go the extra mile for customers. Thus, I feel disappointed in Singaporeans in this aspect. Therefore through this chapter, I have learnt many ways to delight customers and flexibility is essential when dealing with customers. “All rules are meant to be broken” is a sentence from the lecture that I have instilled in my mind.

Having taught this chapter to us, it would greatly assist us, the leaders of the industry in the future, to provide excellent service and to raise the level of service up by a higher notch.

The next lecture topic which I found applicable to everyday life is “Customer Perception 2”. The Seven deadly statements truly reflect the miserable excuses found in restaurants and shops worldwide. I have asked myself after the lecture, how many times have I encountered similar situations where the service provider came up with such excuses? And how many times as a service provider, have I given such excuses to my customers?

Countless times.

It is an embarrassing fact that I am also guilty for contributing to poor customer service, as I felt that it was easier to turn away difficult customer requests just by giving an excuse rather than going the extra mile just for one customer. I believe many service providers possess similar thoughts as me. But throughout the lecture, it made me think otherwise.

Therefore I am thankful for the useful tips on how not to give such excuses to customers. It really teaches me how to take customers problems into my own hands and assume personal responsibility for the customer’s satisfaction. Now to me, excellent customer service is a challenge that I feel all service providers should try to overcome using the best of their abilities.

The last lecture which had an impact on me was “The Art Of Corporate Entertainment 1&2”. It has an impact on me as I believe business meals are an inevitable part of doing business with another party. Small simple gestures such as dining etiquette portrays a lot about the another person that you are doing business with. Therefore I feel that it is essential to take note of social etiquette as it is part of making good first impressions.

One thing that made me realize about modern days society through the lecture is Chivalry. The lecture mentions about “Man-die-first” policy, which I feel is lost throughout the world. Many guys that I encounter do not even bother to hold the door for the ladies behind them.  Another point to take note is the bus and Mrt etiquette. I am always irritated to see those who rush into the Mrt without caring for those who are alighting. There are also many inconsiderate youngsters who do not bother to give up their seats for those in need. The recent courtesy campaign by Gurmit Singh and Irene Ang’s posters can be seen every time you board a bus or Mrt. It is quite depressing to know that the government has to step in to ensure that Singaporeans play their part in being courteous. To me, I feel that such general etiquette should come from within, and not being constantly reminded to do such acts.

Generally, I would like to say that having BESE lessons made me a better individual. It enables me to think of other’s plight before mine and put myself into customer’s shoes. Knowing the right etiquette in business meetings as well as social events makes me feel prepared and ready to tackle the business world. I am proud to say that I have grown and matured into a better person whom I believe would help play a part in society.