Courtesy is the key

OUR Asian culture may be the key reason Singaporeans refrain from giving feedback.

Common cultural traits bandied about include 'being polite', 'passive' and 'non-confrontational'. Generally, I find that true of my peers.

It's a chasm of difference from Western culture, which tends to encourage its people to be more direct and outspoken. This is not about diva-like behaviour, or creating ugly scenes but learning how to give reasonable criticism in a courteous manner.

A friend who worked as a waiter said his 'seniors' in the industry told him to spit in the food of difficult customers. While I hope unwelcome spittle never finds its way into my food, the one way I can get my steak done better is to ask politely. That's a far cry from raising a ruckus in a restaurant.

Surely, courtesy too is a hallmark of Asian culture? Applied suitably, it can get us what we want in a constructive manner.

Chew Zhi Wen, 21, has a place to read law and economics at the National University of Singapore

Poor service? Opt out

ESTABLISHED traits of a typical Singaporean revolve around the word kia (Hokkien for afraid).

Is it any wonder then that we remain tight-lipped when faced with bad service?

Perhaps fear of the hassle of providing feedback puts the average person into a state of indifference.

My patience was severely tested when I called the customer service hotline of a local communications provider for help with my faulty mobile phone.

After listening to an hour of pop songs on their automated answering service and being redirected from one person to another, I was finally referred to the mobile phone's manufacturer - who then referred me back to the communications provider.

Sometimes it's just easier to skip the hassle, and choose not to patronise the offending service provider in future as a way of protest.

Tabitha Mok, 21, is a fourth-year medical student at the University of Western Australia

Think before you act

A NASTY encounter on the MRT a month ago had me writing to The Straits Times' Forum page.

The incident involved an uncouth foreigner shouting expletives about Singapore, and a seeming lack of response from nearby commuters. Perhaps I could have stood up to the foreigner there and then to settle the issue. But shouting from the other end of a packed carriage didn't seem the appropriate action, and could have made things worse.

Taking the time to sit down at home, and ponder the substance and rationale of my complaint letter allowed me to consider why exactly I wanted to write.

It was then I realised there was a difference between a considered complaint and a knee-jerk protest in anger. I'm glad I stayed away from the fray, and wrote in instead. The number of responses to my letter, and of those who read it far outnumbered the passengers in that MRT carriage.

And I would have done myself no favours if someone had taken a video of me engaged in an unbecoming verbal duel, and posted it on YouTube.

Alicia Ng, 23, is a final-year accountancy student at the Singapore Management University

Praise is a powerful motivator

ONE of my favourite Italian eateries in London dedicates an entire wall to notes and cards it has received from patrons ever since it opened 12 years ago.

Once, on the way to the till, I noticed a note signed by a patron a decade ago.

It was a simple message, scribbled on the back of the restaurant bill. It said: 'The best lasagne I've had, and I'm Italian. Thanks for making my day.'

That sentiment was echoed throughout the hundreds of notes plastered on the wall, and I couldn't help but ask the proprietor if he ever received complaint notes.

'Of course,' he said. 'But I keep them to myself.'

I asked him why.

He laughed, and said: 'Young man, my staff are human, too. Humans like to feel appreciated. Tell them when they are doing a good job, and it will motivate them, if only to keep the compliments coming.'

I learnt an important lesson in humanity that day.

I now make it a point to compliment any service staff from whom I receive outstanding service.

I hope my little gesture makes their day, and perhaps motivates them to make someone else's day, too.

Goh Wen Zhong, 25, is pursuing professional legal training in London

This article was first published in The Straits Times on May 5, 2008.