07 Dec 2017
Frasers Centrepoint Singapore understands the importance of excellent service and is committed to deliver exceptional customer experiences for our shoppers. We know that our people are fundamental in ensuring that we deliver positive experiences through stellar service, and we respect and invest in them.
We are proud that 17 of Frasers Centrepoint Singapore’s staff won industry recognition at the Singapore Retailers Association (SRA) Service Excellence Awards this year.
A special appreciation night for the winners of The Singapore Retailers Association Service Excellence Awards.
The SRA Service Excellence Awards honours individuals who have delivered exemplary service, especially those who have gone above and beyond the call of duty. This year’s awards received an overwhelming 3,824 nominations from 122 companies.
These nominees have set themselves apart and raised the bar in delivering excellent customer service. To qualify, the nominees would have received compliments from both internal company staff and external customers, as well as attend a service skills upgrading programme within the past year.
We speak to two winners of the Star Award, one of the highest of the award categories.
(left to right) Balakrishnan (Bala) Gopinathan and Chen Tianmang Vicky, recipients of the Star Award.
Chen Tianmang Vicky, Customer Service Officer at YewTee Point, has been with Frasers Centrepoint Singapore for five years. Vicky previously received the Silver Award in 2015 and the Gold Award in 2016. This year, she was awarded the Star Award for contributing suggestions to improve our service. Vicky proposed separating the queues for premiums redemption and new registrations for our Frasers Rewards app, ensuring that customers spend as little time as possible waiting in line.
"I am pleasantly surprised to have received the Star Award this year! I feel very appreciative that my contributions at work are recognised. It encourages and motivates me to do more to help my customers.
I am happy to serve my customers and I think this translates to the quality of service. The more sincere you are, the more patient you will be when dealing with customers. I also try to be proactive and put myself in their shoes. I am very dedicated to my job and take great pride in what I do. Sometimes a simple kind act goes a long way to making a customer's day," said Vicky.
Balakrishnan (Bala) Gopinathan, Safety and Security Officer at Causeway Point is no stranger to displaying exemplary service. We uncovered the story about him and his colleagues going the extra mile for his customers here.
Bala took home the Service Excellence Gold Award in 2014, 2015 and 2016. He also won the Silver Award in 2012 and 2013. Early this year, Bala suggested that the team should follow up on lost and found cases and keep the owners updated on the status of the cases on a timely and regular basis.
"I have been with Frasers Centrepoint Singapore for 10 years now. I believe I speak on behalf of all the award recipients when I say that it is rewarding to receive recognition for our efforts. But beyond that, I think it’s important to give off positive energy at work. I’m happy when I make others happy! "
Bala, together with the other recipients of the awards, attended a 4-hour development workshop organised by the Excellent Service Award in October.
"The workshop was very practical as we engaged in role play activities which helped us to consider looking at situations from the customer's point of view. We also shared stories, which helped us learn from each other's experiences," Bala shared.
Frasers Centrepoint Singapore prides itself on nurturing dedicated and capable staff. It is encouraging and rewarding to see their efforts and dedication win recognition from the industry. We hope that they will continue to inspire their colleagues to embody our new customer promises to create and deliver the Frasers customer experience of tomorrow.