SingPost receives customer service accolade
Singapore Post (SingPost) received the Singapore Tourism Board’s (STB) Singapore Service Star, endorsing the work of its Customer Service Officers (CSOs) at 62 post offices. The Singapore Service Star, developed by STB, seeks to recognise businesses which have consistently delivered good service, serving as a mark of quality service for customers. SingPost is the first hybrid winner for the provision of both products and service. It has garnered a score of 86 points, which is above the retail industry average of 76.
To receive the Singapore Service Star, retail establishments are evaluated on eight key components – Customer Reception, Customer On-Board, Customer Management, Customer Service Attitude, Customer Departure, Customer Experience, Staff Appearance and Physical Condition – through site visits by STB.
SingPost invests in training their CSOs. All CSOs attend regular training courses. The core training programme for the year is Provide GEMS (Go-the- Extra-Mile) service where CSOs are equipped to meet the demanding challenges of today’s customers.
GEMs focuses on four aspects – service leadership, service capability, service mindset and service in the workplace. To encourage staff to maintain high level of service, various staff awards, recognition and incentive programmes are put in place. Last year, the number of commendation award winners increased from 396 to 425. At the national level, 59 SingPost staff were honoured at the Excellent Service Awards 2009 by SPRING Singapore for rendering excellent service to customers.
