Speaking part 3: Services

1. What kinds of services are bad services?

It’s hard to categorize substandard services since it depends on each individual’s range of tolerance. However, I might say that bad services encompass those that fail to meet the standard needs of customers. For example, places with service people that are rude to customers can be considered bad ones. 

2. Why do some people choose to remain silent when they receive bad services?

Well, I would say that it has something to do with the culture where they grow up. For example, in Asian countries where most people are collectivists, they always prioritize keeping harmonious relationships with everyone and are reluctant to confront others while in Western countries, their uncertainty avoidance is clearly lower. 

3. Who should be responsible for bad services?

Definitely the person who is in charge of the place such as the direct manager or the owner as they are the ones who see over every aspect of their service including the employee training, the quality of their products, or the customer service. 

4. Do you think services are better now than in the past?

I think they are indeed. It’s clear to see that in a competitive market like today’s, every business needs to have strategies to keep their loyal customers coming back and one of them is to satisfy the needs of the customers. To do that, they have to constantly upgrade their services or even introduce new ones to refresh the experience of their customers. Moreover, with the boom in social media, online reviews from customers can heavily influence a business. Several negative reviews can easily destroy the reputation of, for example, a restaurant, so in order to keep their business afloat, service providers always try to please their customers as much as possible.