I refer to recent reports on Singaporeans' frustrations with service staff who cannot speak English.

I do not blame the staff for this problem, but the establishments which hire them.

To me, such establishments place very low priority on consumer satisfaction if they do not ensure that they hire the right person for the job, or at least train their staff adequately before unleashing them on increasingly demanding and discerning consumers.

Related link: » Sorry, no English

Unless the product is something I cannot do without, I will simply take my business elsewhere.

I have neither the patience nor the time to decipher heavily accented Mandarin, or educate service staff on not only English, but also local quirks such as the standard accompaniments to local dishes.

If employers feel that certain people are worth hiring because of attributes other than the ability to communicate effectively with the customers, then they should place these workers in jobs that do not require them to deal with customers who speak a language they do not understand, and vice versa.

They can learn English and people skills on the job in their own time - not on the consumers'.

That said, although I often feel irritated with Chinese nationals who speak with a twang I cannot decipher, are surly and who cannot understand me, I have generally found it a joy dealing with service staff from the Philippines who are, from my experience, cheerful, articulate, friendly and helpful.

Needless to say, a happy customer is one who spends more money.

Audrey Thng (Ms)

This article was first published in The Straits Times.