For the first time in Singapore, customers can help identify and contribute towards recognising the efforts of those that exemplify great service experiences.
the first time since the inception of the Singapore Service Excellence Medallion (SSEM) in 2011, the public is invited to weigh in and vote for their favourite finalist organisation. From 6 to 19 April 2015, the public can vote directly at the premises of the finalist organisations or online
. These public votes will count towards determining the Medallion organisation recipients, on top of the rigorous assessment by the Medallion Judging Panel.
The SSEM is organised under the Go the Extra Mile for Service (GEMS Up) movement to recognise organisations and individuals that have demonstrated exemplary efforts in transforming the service experience. In its third year running, 17 organisations and 10 individuals have been shortlisted as finalists.
"We hope that the public will support SSEM by voting. Their participation will go a long way in encouraging companies and individuals to do even more to provide a great service experience for their customers," says Ms Jennie Chua, deputy chair of the Medallion Judging Panel.
This year's line-up of the 17 finalist organisations are from various industries that have distinguished themselves in the ways they provide personalised services and products to their clients. For example, Food Playground, a culinary school that employs stay-at-home mums as culinary instructors, aims to draw on the instructors' own personal experiences, deep passion, and recipes to enrich students with a deeper understanding of each dish as well as add a personalised touch to its cooking classes.
Another finalist organisation is a one-stop centre for string instruments—Tong Ming Xi. In addition to selling instruments, Tong Ming Xi works closely with music schools, teachers, and students (both beginner and professional players), to provide expert services from set-up to repair and restoration of instruments. The service staff are passionate about their offerings and take on roles as educators rather than salespeople, allowing them to better support and provide guidance in the different aspects of music instruments to budding musicians or walk-in customers.
"This year, the judges are truly impressed with many programmes that organisations have implemented to improve service to the customers. We have seen very good examples of businesses transforming from the transactional model of service to a more relationship-driven customer engagement model. Service staff are more aware of the importance of and have equipped themselves with deeper product and service knowledge, to better relate to their customers," adds Ms Chua.
The 17 finalist organisations, along with the other 10 finalist individuals for the Service Champion and Service Professional categories, will have face-to-face interviews conducted by the Medallion Judging Panel. Individuals need to highlight how they have become trusted advisors to customers through their expertise and commitment to service quality. Organisations will also have to demonstrate that they have put in place business processes and systems that not only serve to deepen their relationship with their customers, but enhance the overall service experience.
Recipients of the Medallion will be announced at the Singapore Service Medallion Ceremony presentation in May 2015.
Copyright © 2015 Singapore Institute of Management