| Town Council Chairman's Opening Address to Bishan Toa Payoh Town Council (BTPTC) staff at Rasa Sentosa Resort
Good Afternoon everyone.
I am pleased to be here with you. Seeing your excited faces tell me your CEO made the correct call to have the staff retreat on Sentosa, and in this hotel.
For this staff retreat, you can lok forward to two days of fun and learning. Now that you are away from office, relax and be casual. Get to know your colleagues better.
I appreciate all the hard work you have done and your invaluable contributions to the organisation. This retreat is for you to take a breather and hopefully enjoy yourselves, and to prepare for the challenging year ahead.
One unusual aspect of your work is you have to fix customer base and they are repeat customers, until the move to another town.
So, it is important that you build a good rapport with your customers, and win them over. How then to deliver the kind of service that would bring smile to their faces?
By doing your job with pride and a big smile. That is the start to connecting positively with your resident. Most of the time, whey call you is to seek help and solve their problems. Very few will call and say "you are doing a fine job with the estate..thank you." From the Town Council's point of view, giving good customer service is mostly to calm the resident and minimise the flaring up. If we can be proactive and anticipate their problems, that would be the best scenario, but that's not usually the case. We do what we can with the resources avaiable to us.
So what can we do? Management has engaged an external training consultant to help us grow a customer service culture in our organisation. I understand that forging a strong and united team spirit is on the agenda and this team building will bond us together to push in unison for greater customer service. We want to give our residents a pleasant experience whenever they receive the BTPTC service.
That is why we are here for the next two days. Besides the fun and games available outdoors, within this room, the training session will also be conducted in a fun and enriching manner. You will learn why customer service is such a big deal and why we have to work together to give good service.
This is the platform for you to share your interesting residents' stories with your colleagues, and share your ideas on how to improve our services to residents. When everyone starts thinking and changing your work processes for better customer service, that is when the service culture has taken root in the organisation, and the growth will begin.
On this note, I wish you all an enjoyable and enriching retreat. |
