Try-hard extraordinaire, Robin Goh the Chief Branding & Communications Office of Singapore Post
In his reaction to Kuanâs post, Robin Goh, Chief Branding and Communications Officer of Singapore Post (SingPost), penned a personally motivated, public response to Kuan. I use personally motivated because Goh does not respond as a professional should. Instead, he acts like a digital marketing intern getting into an online cock fight.
If itâs not a funny matter, it shouldnât be punny either
Goh claims offense at Kuanâs death wishes against SingPost staff. Yet Goh makes a joke about the same by throwing in a pun - âgraveâ. He then proudly points out pun intended.Â
In addition, the pun adds sarcasm/condescension and does not show empathy towardsâ the customers issue (which was 3 failed delivery/re-delivery attempts). These are not tones an organizationâs representative should be using towards a customer, no matter how insensitive the customer may have been. Especially when the company has failed to adequately provide a service.Â
Itâs the internet. Stop taking it personally.
Gohâs response to Kuan was emotional. As the Chief, that seems strange. I have experienced the bureaucracy of corp. comms in local organizations in Singapore and Gohâs post is perplexing.
Iâm confident Kuanâs comments arenât the worst that Goh has had to deal with. Wishing death/hell upon others is akin to saying âfuck youâ in a multi-cultural community that the concept of death is a big part of.Â
Itâs rude, yes. It should not have been said in the first place, yes. But this is an emotional customer. Goh is a professional. He should know better. He should act better.Â
Yet, in Kuanâs apology letter dated 13 February, he asks that Goh stop asking friends on his personal Facebook page to share the post.Â
Why would Goh be trying to push a post - signed off using his professional designation at SingPost - via his personal page? Whatâs he trying to gain exposure for? Given the media coverage, it looks like he hoped for it to go viral. Lame!
Wanna be a Grammar Nazi? Make sure you pass your English classes first.
To rub salt on the wound, Goh clarifies that Kuan incorrectly used âstaffsâ.Â
Staff vs staff members is a common error in the Singapore workplace. Itâs shares ranks with words like revert.Â
There is no value in Goh correcting this beyond trying hard to sound âaboveâ Kuan. In fact, it was that correction that motivated this post because Gohâs post contained more grammatical errors than Kuanâs. This post was really written to capture Gohâs emotional ranks for posterity.
Here are the posts:
And Kuanâs apology the next day, as per the Mothership article:
âDear all,
Iâm the one who got myself embroiled in such unnecessary tussle and would like to take this public. Iâm deeply sorry for the strongly worded message made to SingPost, after the said three unsuccessful deliveries. I am guilty of such raucous remarks made online. With great and heartfelt regrets, over what I have posted during this critical trying moment where the world needs love and courage to fight against Coronavirus. I accept full responsibility for my actions.
To my family and friends who know me personally, I am truly remorseful.
Mistake learnt, and I hope forgiveness can be given. I would also like to make a kind and sincere request for Mr Robin, the Group Chief Brand & Communications Officer of SingPost, to stop asking his friends on his personal FB account to share the post. I would like to put things behind me and move on from this saga.â
https://mothership.sg/2020/02/singpost-customer-coronavirus-apology/















