In a forum response to the letter by Director of the Institute of Service Excellence at SMU Caroline Lim (“Poor service? Blame the management”, Dec 24), Judy Lim Sok Cheng said that while management has to bear a large part of the blame for poorly trained staff, customers should also shoulder part of the responsibility. She commented that customers can play their part by giving due credit and feedback for good service they have received. Emphasising a positive action goes a longer way than giving an eye for an eye.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2014/so...