Customer Service

Towards Service Excellence

The recent reports that Singapore organisations are providing ‘less than sparkling service’ (Straits Times 20, 21 and 22 April 2009) must be a source of some concern to a country that prides itself on its service standards. It must be of even greater concern to the Government which has poured vast amounts of money into service provision over the past few years. Yet Singapore is home to many world-class organisations delivering excellent service. Four of these include, for example, Singapore Airlines (SIA), the National Library Board (NLB), Singapore Zoo and even the Singapore Police Force (SPF).

Data from my ongoing international service reputation study, which began in 2000 sponsored by the Institute of Customer Service in the UK, shows that SIA, year on year, is the top rated international organisation for excellent service. The NLB has a world-leading reputation for its innovative approaches to service design and world-beating service provision. Singapore Zoo is a leading world zoo renowned for its top-rated Night Safari, its approach to animal display and conservation and public education.