Heard the funny story about the good doctor who examines the patient's leg, but gives him medicine for his eye? Or seen the comic strip in which customers queue for hours in a bank where a sign exhorting patience as a virtue is displayed prominently behind every counter? How about the one where a group of eager tourists sign up for an early morning hike through the mountains, only to turn up and find their guide drunk?

Thing is, these incidents are only funny on hindsight - I was certainly not amused, being the unfortunate recipient of "excellent" service in the above-mentioned cases. (I was NOT impressed to meet my trekking guide for the first time, only to find him swaying unsteadily on his feet, especially since he was supposed to be the single most important person who could lead this city slicker up the mountain and back alive.)

In all three cases, while the service providers were friendly beyond a fault-they were unable to deliver the goods as promised (although one would later prove otherwise). On the other side of the service spectrum, we have efficient but sullen customer service staff who are able to assist you promptly, but somehow give you the impression that they are just going through the motions, or worse, that you are causing them an inconvenience by seeking their help.

But just as everyone has his or her fair share of horror service stories to tell, most will also remember instances when they were touched by service rendered from the heart. This issue, be inspired by our eight Distinguished Star Service Awards winners, who not only perform their everyday duties with efficiency and ready smiles, but also go the extra mile (or ten) for their customers.

They have the traits that all Public Service officers should have, which explains why there are so many campaigns that encourage service with a smile. Singa, the Courtesy Campaign lion, first encouraged government officers to be courteous service providers way back in 1979. More recently, there were the GEMS (Go the Extra Mile for Service) and Four Million Smiles campaigns. And of course, one of the pillars of the PS21 movement is providing excellent service.

As for the service provider who warmed my heart? Who else could it be but Jingo, my drunk-as-a-lord trekking guide? Hangover notwithstanding, his fast reflexes and even quicker actions saved me from certain death when I slipped on some loose rocks and almost fell off the mountain edge. Now, how's that for good service?