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| Learning
to deliver service with a smile |
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| The organisers planned
a most colourful and memorable learning
event. |
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No holds barred,
all braces down, and bare your teeth! For this is
the event we deliver “Service With A Smile”!
Organised by the Housing and Development Board’s
(HDB) Management Services Section, a “first-of-its-kind”
workshop saw HDB’s front-line officers meeting
their counterparts from the Civil Aviation Authority
of Singapore, the Central Provident Fund Board,
the Inland Revenue Authority of Singapore, the Singapore
Police Force and Sentosa Development Corporation.
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Some
of the participants tried out
balloon sculpturing for the first time
and enjoyed it! |
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| Sixty
participants from six different agencies
got together for this event. |
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Held at the HDB Hub on 23 July 2004, the workshop
was part of a series of activities to enhance service
in HDB.
The 60 participants experienced first-class service
as soon as they arrived. Upon entering a room with
colourful decorations and balloons, they were personally
escorted by the hosts to their seats which were
arranged in clusters.
For the warm-up exercise, participants had to reach
out, grab the hand of someone in their cluster and
introduce themselves. Although it generated a myriad
of voices, this activity drove home the message
that it is important to listen to customers.
Next, two humorous videos emphasising professionalism
were screened. Sentosa’s customer service
champion, Ms Bernadette Toh, then went on to share
the “Sentosa Way to Quality Service”.
The participants were inspired to learn how Sentosa
had transformed into a premier leisure destination
by delivering unique customer service to visitors.
Participants also had the privilege of hearing from
a service staff from Sentosa. Bus captain Roslan
captivated the audience with his simple yet sincere
message about loving the job of meeting and serving
customers.
After a tea break, the excitement in the air was
simply contagious, which was perfect for the next
segment — balloon sculpturing! Led by two
staff from Sentosa, Daniel and Pushpa, the activity
saw participants having a wild time pumping balloons
and twisting them into shapes. And they were glad
to be able to bring home the lovely balloon hats
they
had made.
The significance of this balloon sculpturing activity
was not lost. Even though this was the first time
most participants had tried it and quite a few were
afraid of the balloons bursting, they learnt that
if they took the first step to try balloon sculpturing,
they would find that it was not that
difficult after all. This will hopefully inspire
them to face their customers and changes at work
with courage.
As an encouragement to all, prizes were given to
those who learnt inspiring lessons from their interactions
during the tea break. Six others also received prizes
for sharing what they had learnt during the workshop.
From the feedback received, the organisers found
that many participants thought the workshop was
a good way to exchange ideas and learn about other
organisations. Ninety-eight percent of the participants
indicated that they had a great time meeting new
friends, and 92% felt motivated to deliver quality
service. |
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| By HDB |
