Friday, February 19, 2010
Sentosa says sorry for rude security guard at Vivocity Sentosa Station
Guy records rude security guard at the Sentosa Station at Vivocity. Watch the video above. He says, "My family and I visited Resorts World Sentosa via the Sentosa Express. When it's finally our turn to board the Sentosa Express, this security guard made an announcement that the train (in the background) will not be ferrying us but head to another location instead. He ended his announcement with a question asking "OK?". Naturally, my dad replied NO. The security guard then walked forward and scold my dad for the first round."
"When he turned and walked away, my father whispered to us softly (not in a rude manner or insulting way) the word "siao". The security guard then got very angry because of my dad's reply and marched forward furiously to scold my father with his index finger pointing straight into the face of my dad. He claimed that he could barred us from entering Sentosa and get the police to escort us out of Vivo City if we try to be funny. Why was he even asking a question if he cannot accept answer from the public? At least he should say "sorry" and apologize for the delay instead of trying to be funny and ask a weird question."
He adds, "The security guard shouldn't threaten our family in this way. Working in a sector which you need to face public and providing a service, you should not abuse your power but instead make the customer feels welcomed. This kind of attitude should not be allowed in our society if Singapore wants to achieve greater heights in the standard of retail service."
I had a chance to speak to the Communications department of Sentosa Leisure Group. This is their official statement: "Sentosa launched an investigation into this matter shortly after the video was uploaded. Based on our initial findings, we would like to extend our sincere apology for the incident. We do not condone the behaviour that was captured on camera as it runs contrary to our service values."
"The security guard in question is employed by a private security agency, contracted by us to beef up our efforts to manage the crowds over the festive weekend. However, we take a serious view of any lapse in service by staff that are directly or indirectly employed by us. We would like to assure the public that we are committed to providing our guests with positive experiences, and we will take steps to ensure this incident is not repeated. We are also trying to get in touch with Mr Jerry Wong to personally convey our apology and assist us in closing the matter."
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