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| Genuine
concern for others is her hallmark |
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Tax
Officer Ng Siew Geok is an exemplary example
of a front-line officer who
sincerely cares for her customers.
When a middle-aged man came
to the Inland Revenue Authority of Singapore (IRAS)
to make
enquiries about his income and property, Ms
Ng noticed that he looked pale and sick. She
expressed her concern and soon found out that
he had just been to nearby Tan Tock Seng Hospital
for medical treatment.
After settling his income tax matter, Ms Ng
asked him to rest at her booth instead of transferring
him to the property tax queue. Although she
did not deal with property tax matters, she
gathered all the required property tax information
from another tax officer on his behalf.
This incident is just one of many in which
Ms Ng demonstrated excellent customer service.
Last year alone, she received 432 compliments
from the public. For two consecutive years,
she achieved top performance awards from her
organisation.
“Working in the front-line is quite challenging
as you deal with many different people who
expect to be served quickly,” said Ms
Ng, who has been with IRAS for 20 years. “Good
customer service to me means not only having
a good knowledge of tax policy but also being
patient and willing to listen to people’s
problems.”
She said that patience is something she tries
to teach her 10-year-old child. “I always
tell my kid that if you are patient with others,
they will be patient with you.”
Ms Ng is happy that she was chosen to be one
of the pioneer service stars but feels that
she is merely doing her job.
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Next: Bending
the rules to help customers
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