Interview with 'Can You Serve' winner Jacquelyn Yvonne Chan

How did you end up in Can You Serve?
Naturally, I’m very passionate about customer service. Regardless of whether I’m at work, or out at a restaurant or retail outlet as a customer, I pay attention to detail on customer service. Can You Serve was made known to me by my business partner, Samantha, who saw the advertisement on television. I was reluctant at first about joining the show for a few reasons. One, I wasn’t too keen on being on TV, being somewhat camera-shy, and secondly I didn’t know if I could afford to be away from Rucksack for too long. 

You’re in the business of service – you own a backpackers’ hostel. Is that something you dreamed of doing as a kid?
Owning my own business was definitely something I wanted to work towards to when I started my studies overseas in New Zealand. I had a better idea of what interests me when I studied Marketing and Human Resource Management. At that time, I didn’t know what business I wanted to get in to, but I always knew I had a flair for dealing with people, and the jobs I took up part-time when I was in university had everything to do with service. From being a part-time gym and aerobics instructor, a waitress at a Japanese restaurant, and finally my first full-time job as a cabin crew in Singapore Airlines, I knew where my strengths and passion were, and when the opportunity came to set up and run a backpackers, I never looked back since.

What was the most difficult challenge in the show?
I felt the personal butler challenge at the Shangri-La was probably the hardest. Having no experience of that sort, it is hard to imagine and rehearse in my mind the scenarios of what the VIP would expect or request for. And knowing it’s a VIP, they generally have very high expectations! And with such a tight time frame to complete all the tasks, I had to think on my feet, and be resourceful. On top of that, I must always appear to be in control of the situation. The VIP who is anxious to get to her party will want to feel that she can rely on me. This is a job not for the faint-hearted!

You really outshone everyone at the Singapore Walks challenge – you were unflappable and in total control of the situation. Did you ever consider being a primary school teacher?
To be honest, I would take up any other job but be a teacher. Solely because both my parents are teachers in the upper secondary schools in Malaysia. They have been teachers all their lives. My mum is still teaching and has been for the past 30 years, and my dad recently left teaching as well and now runs his own business. I have seen how hard they worked when I was young. All the preparation work, homework and assessments, and not forgetting the pressure to ensure their students get good grades in the public examinations. I don’t think teachers are appreciated enough for all their hard work. Growing up seeing the long hours they put in made me appreciate them, both my parents and teachers, more.

Is good service delivering on your client’s request, or is it giving that little extra?
In my opinion, delivering good service is about going the extra mile and exceeding customer’s expectations because that is what sets you apart from the rest.

How about smiling – is that a basic requirement of good service? Not a lot of servers here smile.
Smiling with sincerity is important. Faking a smile is just as good as not smiling at all. So smile from the heart. Be conscientious of your body language, appearance and tone of voice. These are basic requirements for all service staff.

What’s the strangest request you’ve received in the name of service?
I really can’t think of any at the top of my head right now. I get all sorts of requests almost every day at my backpackers and even if it’s bizarre, we adopt a can-do attitude and any request is like a routine to us. Haha! So ask me anything! I’ll get it done for you…if it’s legal of course!

What’s the worst service you’ve experienced?
The worst service I’ve experienced is from a hair salon here in Singapore. This salon is renowned and located in the heart of the city at Orchard Road. Every time I call to make an appointment, I will still have to wait at least an hour, if not more, to be attended to. Having to wait indefinitely without any instructions on the time frustrates me and other customers, especially if a booking has already been made. My point is, always be in contact with the customer, as they do not like feeling lost and unimportant.

What do you plan to do with the $70,000 cash prize?
I would buy mum and dad a trip to any destination they choose, and pay for their expenses because they both love travelling. I would love to buy them a business-class seat if it’s within the $70,000 to wherever they choose! I left home when I was 14 years old and have not shown enough appreciation to them for giving me so much faith and support in the last 26 years. So I would like to pamper them. And whatever is left, I would keep for future business expansions to my backpackers' business.

Watch the episodes here.