Nov 27, 2009
Good service not enough
The Minister in the Prime Minister's Office, Mr Lim Swee Say, declared that the new target is to deliver customer satisfaction. -- ST PHOTO: SHAHRIYA YAHAYA
DELIVERING good customer service is no longer enough.
The new target is to deliver customer satisfaction, which is shaped by factors such as price, product quality and a constant drive to improve - on top of good customer service.
The Minister in the Prime Minister's Office, Mr Lim Swee Say, declared this as a target to shoot for on Thursday, when he spoke at a ceremony to honour this year's winners of service excellence awards.
As the minister overseeing the national Go thDELIVERING good customer service is no longer enough.
The new target is to deliver customer satisfaction, which is shaped by factors such as price, product quality and a constant drive to improve - on top of good customer service.
The Minister in the Prime Minister's Office, Mr Lim Swee Say, declared this as a target to shoot for on Thursday, when he spoke at a ceremony to honour this year's winners of service excellence awards.
As the minister overseeing the national Go the Extra Mile for Service (Gems) movement and its next phase called Gems Up, Mr Lim confessed to having been perplexed by why customer satisfaction levels have slid in the face of the millions of dollars being pumped into improving service levels.
The Gems movement thus has to broaden its scope to cover customer satisfaction, not just customer service, he said.
Debate swirled recently when the latest Singapore Management University (SMU) Customer Satisfaction Index indicated that customer satisfaction had dipped for two straight years.e Extra Mile for Service (Gems) movement and its next phase called Gems Up, Mr Lim confessed to having been perplexed by why customer satisfaction levels have slid in the face of the millions of dollars being pumped into improving service levels.
The Gems movement thus has to broaden its scope to cover customer satisfaction, not just customer service, he said.
Debate swirled recently when the latest Singapore Management University (SMU) Customer Satisfaction Index indicated that customer satisfaction had dipped for two straight years.
Good service not enough
The Minister in the Prime Minister's Office, Mr Lim Swee Say, declared that the new target is to deliver customer satisfaction. -- ST PHOTO: SHAHRIYA YAHAYA
DELIVERING good customer service is no longer enough.
The new target is to deliver customer satisfaction, which is shaped by factors such as price, product quality and a constant drive to improve - on top of good customer service.
The Minister in the Prime Minister's Office, Mr Lim Swee Say, declared this as a target to shoot for on Thursday, when he spoke at a ceremony to honour this year's winners of service excellence awards.
As the minister overseeing the national Go thDELIVERING good customer service is no longer enough.
The new target is to deliver customer satisfaction, which is shaped by factors such as price, product quality and a constant drive to improve - on top of good customer service.
The Minister in the Prime Minister's Office, Mr Lim Swee Say, declared this as a target to shoot for on Thursday, when he spoke at a ceremony to honour this year's winners of service excellence awards.
As the minister overseeing the national Go the Extra Mile for Service (Gems) movement and its next phase called Gems Up, Mr Lim confessed to having been perplexed by why customer satisfaction levels have slid in the face of the millions of dollars being pumped into improving service levels.
The Gems movement thus has to broaden its scope to cover customer satisfaction, not just customer service, he said.
Debate swirled recently when the latest Singapore Management University (SMU) Customer Satisfaction Index indicated that customer satisfaction had dipped for two straight years.e Extra Mile for Service (Gems) movement and its next phase called Gems Up, Mr Lim confessed to having been perplexed by why customer satisfaction levels have slid in the face of the millions of dollars being pumped into improving service levels.
The Gems movement thus has to broaden its scope to cover customer satisfaction, not just customer service, he said.
Debate swirled recently when the latest Singapore Management University (SMU) Customer Satisfaction Index indicated that customer satisfaction had dipped for two straight years.
