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| Kudos for service champs |
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| Dr
Balaji delivering the opening address. |
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Every year, the Excellent
Service Award (EXSA) honours people who have delivered
exemplary service. This year, there were 6,286
winners, the largest number of service champions
to date.
In his opening speech at the EXSA presentation
ceremony held on 6 November, Dr Balaji Sadasivan,
Minister of State for Health and Transport, highly
commended the nine SuperStar winners for their
exemplary performance.
He said, “They have good product knowledge but they do not just sell
or serve. Instead, they actively seek to understand customers’ needs
better and recommend the best way to meet their requirements. They pay attention
to details and go the extra mile to delight their customers.”
Such service providers are vital because exceeding customer expectations, creating
service experiences and delighting customers is the new paradigm in service
excellence.
Dr Balaji said, “It is no longer sufficient to understand and meet customers’ needs
and expectations. Today, customers need to be wooed and wowed. We need to exceed
their expectations. It is going beyond service quality.”
He added that organisations are increasingly judged by the depth of their customer
relationships. Such relationships are built on trust and reinforced through
consistently good experiences. Service providers who engage their customers
in a personal and memorable way will be able to retain them.
Dr Balaji also said that customers need to be delighted by providing them with
benefits beyond what they expect to receive. Delighting customers will enhance
customer loyalty.
Highlighting the fact that the competition is intensifying, Dr Balaji stressed
on the need for organisations to continuously create more innovative value
propositions to delight their customers.
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| Next: The
most helpful policeman |
