2011 Videos
Singapore business luminaries discuss what service excellence and its different facets mean to them.
Welcome Message by Minister
The Singapore Service Excellence Medallion is part of the GEMS Up Initiative to inspire service excellence at the highest level. Minister Lim Swee Say and Minister-of-State Lee Yi Shyan talk about how everyone in any organisation is part of this journey of service excellence revolution. Watch video »
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Service Excellence
Service excellence is delivering what customers want, with a service from the heart. It is not a matter of paying to implement an action overnight; it has to be built upon strong foundations. Watch video » |
Customers
Knowing the customer well is a key component of service excellence. Customer segments are disparate and varied. Customer-centric organisations customise to different needs. They know the value of shaping customer expectations and always aim to meet them. Watch video » |
Employees
Each employee in the service chain needs to be onboard with a shared belief and culture of service excellence. To that end, human resource’s role in service excellence requires hiring policies, training, equipping, reward and recognition to all be aligned with a common vision of service excellence. Watch video »
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Leadership
Service excellence requires great leadership to provide the inspiration and groundswell. A service leader’s adherence to the values and principles of service excellence can propagate and build the organisation’s service culture. Watch video » |
Profitability
Good service and profits are not mutually exclusive constructs but supportive drivers of each other. Service excellence can be a profit-centre by way of increased customer satisfaction and loyalties; great service brings about increased revenues. Watch video » |
Culture
An organisation’s culture defines its approach to service excellence. Culture also brings about continuity and uniqueness to companies. These shared characteristics affect how companies cope with externalities and how it projects its service values. Watch video » |
