Monday, July 27, 2009
GEMS
Go the Extra Mile for Service (GEMS) is a nationwide movement to improve service levels, particularly in the tourism, hospitality, food & beverage, retail and transport industries in Singapore.
Whereas for myself, this is how I would define 'GEMS':
"Providing the kind of service to customers which is beyond what is already expected of us (employees) by the basic code of conduct (being polite and etc) which individuals need to follow while servicing in the service industry."
Sounds logical, aye?
In order to make things simpler, let me quote an example or two...
On a Saturday, there was a lady who came over to the store and bought a car seat meant for toddlers. She wanted to arrange for delivery such that she won't have to worry carrying it back, so my colleague and I helped her to process the paperwork that are necessary. However, after the customer service staff checked on the earliest delivery date, the lady realised that it would have been a little too late. In the end, she wanted to forgo the delivery and bring the car seat home herself. Now, the problem is that she's unable to carry the car seat (which weighs rather heavy) to the carpark all by herself. As a result, my colleague and I went to get a trolley and helped the lady to bring the car seat to her BMW at the basement carpark.
According to my contract, it wasn't stated that I am obligated to help any one customer bring their item(s) which they have purchased to their car, the taxi stand, or the MRT station. However, going the extra mile in helping our customers is what my company have been emphasizing on. And I am sure that not just the customer will appreciate what we have done for them, but the company will also be benefited via the word of mouth (on the kind of service we provided) from these customers too.
On another occasion, there was a gentleman who bought a Star Wars Lego set (which cost $100++). He told my colleague that he's getting it as a gift for someone and he asked if we provide any gift wrapping service. Well, rightfully, we do not provide any gift wrapping service during the sales period since we do not have enough manpower. However, on this particular afternoon, there wasn't many people around. As a result, I told the customer that I will be more than glad to help him gift wrap his Lego set. So, I went to get some gift wrappers and when I came back to my counter...I GOT REPRIMANDED BY ANOTHER STAFF! She said that I wasn't suppose to agree to help any customer to do gift wrapping, blar blar blar...
At that instant, I was totally pissed off! I thought that the company kept emphasizing on going the extra mile?!
Then, my supervisor came. She resolved the whole matter by asking me to do the wrapping in the office. About half an hour later, the gentleman came back to collect his Lego set. He even joined the queue to get his item, and guess what? He passed my colleague a packet of chocolates from GODIVA. Woo-hoo~ G-O-D-I-V-A!!
I went to check out the chocolates at GODIVA during my dinner break and I was surprised by what I saw. 100g of chocolates cost $30? Wow! What did I do to deserve such goddess chocolates? So, at the end of the day after we closed the cashier and did settlements on our terminals, I shared the chocolates with my colleague. I took three pieces of the chocolates while my colleague took two.
But still, I am just unable to accept what the other staff said to me. Come on, if I don't do it, then who is? Moreover, the gentleman wanted to give the Lego set as a present in the evening. With that, the more I should help him with the gift wrapping. Don't you agree with me? Going the extra mile, aren't I right to say so?
In the end, I did a rather nasty thing on my last day of work. I actually went to the store manager to ask him if I am on the right track. True enough, the manager agreed with my acts and he even thank me for that.
On the bottom line, what I want to say is that GEMS is achievable by anyone in the service line industry. It's just a matter of whether the person is willing to go that extra mile in helping his/her customer(s). Also, it is important to note that there is no such thing as 'troublesome' when you are working in the servicing line. Cheers!
Whereas for myself, this is how I would define 'GEMS':
"Providing the kind of service to customers which is beyond what is already expected of us (employees) by the basic code of conduct (being polite and etc) which individuals need to follow while servicing in the service industry."
Sounds logical, aye?
In order to make things simpler, let me quote an example or two...
On a Saturday, there was a lady who came over to the store and bought a car seat meant for toddlers. She wanted to arrange for delivery such that she won't have to worry carrying it back, so my colleague and I helped her to process the paperwork that are necessary. However, after the customer service staff checked on the earliest delivery date, the lady realised that it would have been a little too late. In the end, she wanted to forgo the delivery and bring the car seat home herself. Now, the problem is that she's unable to carry the car seat (which weighs rather heavy) to the carpark all by herself. As a result, my colleague and I went to get a trolley and helped the lady to bring the car seat to her BMW at the basement carpark.
According to my contract, it wasn't stated that I am obligated to help any one customer bring their item(s) which they have purchased to their car, the taxi stand, or the MRT station. However, going the extra mile in helping our customers is what my company have been emphasizing on. And I am sure that not just the customer will appreciate what we have done for them, but the company will also be benefited via the word of mouth (on the kind of service we provided) from these customers too.
On another occasion, there was a gentleman who bought a Star Wars Lego set (which cost $100++). He told my colleague that he's getting it as a gift for someone and he asked if we provide any gift wrapping service. Well, rightfully, we do not provide any gift wrapping service during the sales period since we do not have enough manpower. However, on this particular afternoon, there wasn't many people around. As a result, I told the customer that I will be more than glad to help him gift wrap his Lego set. So, I went to get some gift wrappers and when I came back to my counter...I GOT REPRIMANDED BY ANOTHER STAFF! She said that I wasn't suppose to agree to help any customer to do gift wrapping, blar blar blar...
At that instant, I was totally pissed off! I thought that the company kept emphasizing on going the extra mile?!
Then, my supervisor came. She resolved the whole matter by asking me to do the wrapping in the office. About half an hour later, the gentleman came back to collect his Lego set. He even joined the queue to get his item, and guess what? He passed my colleague a packet of chocolates from GODIVA. Woo-hoo~ G-O-D-I-V-A!!
I went to check out the chocolates at GODIVA during my dinner break and I was surprised by what I saw. 100g of chocolates cost $30? Wow! What did I do to deserve such goddess chocolates? So, at the end of the day after we closed the cashier and did settlements on our terminals, I shared the chocolates with my colleague. I took three pieces of the chocolates while my colleague took two.
But still, I am just unable to accept what the other staff said to me. Come on, if I don't do it, then who is? Moreover, the gentleman wanted to give the Lego set as a present in the evening. With that, the more I should help him with the gift wrapping. Don't you agree with me? Going the extra mile, aren't I right to say so?
In the end, I did a rather nasty thing on my last day of work. I actually went to the store manager to ask him if I am on the right track. True enough, the manager agreed with my acts and he even thank me for that.
On the bottom line, what I want to say is that GEMS is achievable by anyone in the service line industry. It's just a matter of whether the person is willing to go that extra mile in helping his/her customer(s). Also, it is important to note that there is no such thing as 'troublesome' when you are working in the servicing line. Cheers!
Monday, July 13, 2009
A new friend
Edward Cullen, Bella Swan and Jacob Black.
Carlisle, Esme, Emmett, Rosalie, Jasper, Alice and Renesmee Carlie Cullen.
Some of you might have already figured out who and what I am referring to. While some of you could have, in one way or another, heard of any of these names before. In either way, right at this instant, I am going to share, or rather introduce a very special person, to all who are reading this post.
Like many others, I do not have the faintest idea on what these are all about until exactly six months ago. On this very evening, my friend asked me out for a movie. From the very beginning, there was no appealing movie which I would really want to watch. As a result, my friend decided on watching Twilight. At first, I was quite reluctant to watch this movie as I thought that it is just going to be some silly vampire movie. However, I was wrong after I get engrossed in the movie. I simply fell in love with the characters in the story plot (not that the actors or the actresses were really that handsome and pretty). It was a week later when I decided to hunt for the books - Twilight, New Moon, Eclipse and Breaking Dawn.
I finished reading Twilight and New Moon within a week after getting hold onto the books. But, no matter how hard I source, I was not able to get my hands on Eclipse and Breaking Dawn as the publishers do not have the stocks for the books. It took me quite some time to go to the various main bookstores in Singapore, and I even tried means to search for the books from online bookstores from overseas. Still, I could not find that two books.
It was until a month later, when my classmate from NUS dropped be a message on facebook.com, telling me that he had seen the stocks of the books I wanted in a bookstore in Bugis. Immediately on the very next day, I sent my mother down to Bugis to purchase those two books for me, worrying that the books might go out of stock again.
Months passed and I still did not get the chance to read those two books. I was overwhelmed with school assignments and other commitments, and I regretted for not being able to continue reading those two books as I have heard people commenting that those two books are even much more exciting than the first two.
Finally, I picked up reading again a week ago. I was a bit lost when I started on reading Eclipse, but I was in sync with what was going on just after the first chapter. After I finished Eclipse, I was seriously thinking that the Twilight saga was definitely meant for children (which explains why the books can only be found in the Children Section of any bookstores). It was only until I began reading Breaking Dawn that I found out what a good writer Stephenie Meyer was. The way she wrote, the way she expressed herself; the way she make her reader feel as though he/she is in the story; and most importantly, the way she make her reader feel when he/she is following through the book (I really did follow through the ups and downs of how the vampires felt throughout the story plot).
So, believe it or not, because of Stephenie Meyer, I slept at 3am daily for almost a week! I really have to salute Stephenie Meyer for this is her fourth official book published.
I did heard that there was an upcoming fifth book - Moonlight Sun. However, due to some idiotic person who leaked out her draft copy of that book, Stephenie Meyer decided to stop working on it, since there was no point to it. On the other hand, for those who are interested, you could actually go to Stephenie Meyer's website to read the draft copy of the 'never-to-be-published' Moonlight Sun. Well, I was already fed up enough when Stephenie Meyer did not explicitly tell her readers if Mrs. Bella Cullen is going to tell Renee about what happened to her at the end... So, I will have to warn you in advance that the draft for Moonlight Sun is incomplete. Meaning to say that it will keep you in suspense, since the book is not going to be finished. Disappointing, aye?
Apart from the books, the movie New Moon will be expected to be airing in cinemas at the end of the year. So, for all Twilight saga fans, do keep a look out for it!
As for me, I have recently purchased Stephenie Meyer's (so to say) official fifth book, The Host. I hope that I will be in for a surprise like what I had when I read Breaking Dawn.
Finally, one last statement before I end this post...
Do not underestimate the power of fictional stories (because I have been reading non-fictional stories since God knows when), as they can really drive you to the highest peak of the story, unknowingly.
Kudos to my friend, Stephenie Meyer!
Carlisle, Esme, Emmett, Rosalie, Jasper, Alice and Renesmee Carlie Cullen.
Some of you might have already figured out who and what I am referring to. While some of you could have, in one way or another, heard of any of these names before. In either way, right at this instant, I am going to share, or rather introduce a very special person, to all who are reading this post.
Like many others, I do not have the faintest idea on what these are all about until exactly six months ago. On this very evening, my friend asked me out for a movie. From the very beginning, there was no appealing movie which I would really want to watch. As a result, my friend decided on watching Twilight. At first, I was quite reluctant to watch this movie as I thought that it is just going to be some silly vampire movie. However, I was wrong after I get engrossed in the movie. I simply fell in love with the characters in the story plot (not that the actors or the actresses were really that handsome and pretty). It was a week later when I decided to hunt for the books - Twilight, New Moon, Eclipse and Breaking Dawn.
I finished reading Twilight and New Moon within a week after getting hold onto the books. But, no matter how hard I source, I was not able to get my hands on Eclipse and Breaking Dawn as the publishers do not have the stocks for the books. It took me quite some time to go to the various main bookstores in Singapore, and I even tried means to search for the books from online bookstores from overseas. Still, I could not find that two books.
It was until a month later, when my classmate from NUS dropped be a message on facebook.com, telling me that he had seen the stocks of the books I wanted in a bookstore in Bugis. Immediately on the very next day, I sent my mother down to Bugis to purchase those two books for me, worrying that the books might go out of stock again.
Months passed and I still did not get the chance to read those two books. I was overwhelmed with school assignments and other commitments, and I regretted for not being able to continue reading those two books as I have heard people commenting that those two books are even much more exciting than the first two.
Finally, I picked up reading again a week ago. I was a bit lost when I started on reading Eclipse, but I was in sync with what was going on just after the first chapter. After I finished Eclipse, I was seriously thinking that the Twilight saga was definitely meant for children (which explains why the books can only be found in the Children Section of any bookstores). It was only until I began reading Breaking Dawn that I found out what a good writer Stephenie Meyer was. The way she wrote, the way she expressed herself; the way she make her reader feel as though he/she is in the story; and most importantly, the way she make her reader feel when he/she is following through the book (I really did follow through the ups and downs of how the vampires felt throughout the story plot).
So, believe it or not, because of Stephenie Meyer, I slept at 3am daily for almost a week! I really have to salute Stephenie Meyer for this is her fourth official book published.
I did heard that there was an upcoming fifth book - Moonlight Sun. However, due to some idiotic person who leaked out her draft copy of that book, Stephenie Meyer decided to stop working on it, since there was no point to it. On the other hand, for those who are interested, you could actually go to Stephenie Meyer's website to read the draft copy of the 'never-to-be-published' Moonlight Sun. Well, I was already fed up enough when Stephenie Meyer did not explicitly tell her readers if Mrs. Bella Cullen is going to tell Renee about what happened to her at the end... So, I will have to warn you in advance that the draft for Moonlight Sun is incomplete. Meaning to say that it will keep you in suspense, since the book is not going to be finished. Disappointing, aye?
Apart from the books, the movie New Moon will be expected to be airing in cinemas at the end of the year. So, for all Twilight saga fans, do keep a look out for it!
As for me, I have recently purchased Stephenie Meyer's (so to say) official fifth book, The Host. I hope that I will be in for a surprise like what I had when I read Breaking Dawn.
Finally, one last statement before I end this post...
Do not underestimate the power of fictional stories (because I have been reading non-fictional stories since God knows when), as they can really drive you to the highest peak of the story, unknowingly.
Kudos to my friend, Stephenie Meyer!
Wednesday, July 01, 2009
So what if you are rich?
This post is dedicated to all those who are rich.
The definition of rich, according to www.dictionary.com, is: Having an abundance of material possessions; possessed of a large amount of property; well supplied with land, goods, or money; wealthy; opulent; affluent.
If you are wondering why this post is being addressed to the rich, read on!
My experience with Indians from India
One fine Friday evening at around 6-7pm, I was serving as usual at the cashiering station. There was a bit of crowd since it was well, a Friday evening. As usual, things always happened when there was a queue. And out of nowhere, an Indian couple suddenly appeared on my right side, saying that they wanted to make their payment. I told them that the queue is actually at the other end of the cashier, and all they did was said, "Hey, I am rushing for time, why can't I go first?". I looked at the queue at the back and turned back to once again, tell him that the queue is at the other end of the cashier. This time round, the couple were very unhappy, and to tell the truth, I was very unhappy too! So the Indian couple made some sort of face and... FINE! I let them go first...
To my astonishment, they had three huge baskets full of clothing waiting on the floor for me to scan and process. I am telling you, right at that moment, I seriously feel like whacking them on their face! So, FINE, since they are rushing for time, I just take whatever clothing I see in the basket, scanned the price tags, and throw them all into our huge plastic bags without folding them. So much for cutting the queue!
After all the scanning and packing, the bill total up to almost 500 bucks. So, guess what they did next to me? They took out a stack of SG dollars from an envelope, and... THEY THREW IT ON THE TABLE AS THOUGH I AM A BEGGAR! I SERIOUSLY HATE THAT FEELING!
And, that is not all! After giving them the change, they questioned me, "So where is my free gift since I have spent so much money today? No, no, they have told me that I am entitled for some free gift!".
Huh? How come I was not at all aware that free gifts will be given to customers who spent a lot? So, all I reply was, "Sir, maybe you can proceed to the Customer Service to check with them."... The next question the Indian couple asked was, "What Customer Service? Where is it? Bring me there!".
What? I let you cut the queue and now you are asking me to bring you to the Customer Service? OK, FINE! However, as I was about to walk to the Customer Service, they looked at me... Now what? I even have to carry their three bagfuls of clothing to the Customer Service for them! Am I their maid or what?!
I was so frustrated and angry that I almost exploded on the spot!
So, is that the end of the story? NO!
Five minutes later, they came back and showed me some 40 bucks voucher. Still, they dare tell me, "This is the free gift I am asking about."... Oh my goodness! They should have just told me the 'vouchers' and I will understand what they are trying to drive at, what 'free gift'? Tsk tsk!
No offense to all those Indians who are reading this, but I am really very frustrated and pissed off at how they behave...
Another incident was during my last week of work at my wonderful company. I was transferred to the Travel Goods Department as I was there to replace another staff who was not around. On my first day at that cashiering station, I encountered another three Indians from India. This time round, all guys. Same thing, they did not want to join the queue (I just wonder if you need to queue to pay for your items in India...). Anyway, I told the three customers that the queue is right at the other side, luckily they were more 'civilised', so they went over to join the queue.
However, when it was their turn to make payment, they were at my station again. Boo!
Lucky for me, my senior was back from lunch, so I got him to take over me. He kept asking me why, but I just told him to take over. So, they spent almost 20 minutes at the cashiering station, trying to separate up their bills to get more vouchers to pay for the remaining items. Moreover, they almost wanted to use US dollars. Oh me, oh my! If not for my senior, I think I am surely going to scream out loud at these people!
============================
Last but not least, I am going a bit off track by bringing in a lady whom I think is crazy, by trying to be funny!
One fine afternoon, there was not many people around (should be a Monday). Out of a sudden, there came a lady from nowhere. I thought she wanted to purchase some vouchers as she is not holding on to any items for payment, but who knows...
She asked me where is the Lifestyle Department, so I pointed my right hand to the right and told her that the Lifestyle Department is all the way towards the right. The next moment, she asked, "Where are the table runners located?"...
Err, table runners? Something that prevents the table from running? Yikes! I have no idea, I asked my partnering cashier from the Toys Department and she was not sure of 'table runners' either. So I told the lady, "Mdm, if I am not wrong, the table runners should be at the Lifestyle Department, maybe you can proceed over there to check with the staff".
Then, the lady suddenly turned crazy and said this, "You sure the table runners is at the Lifestyle Department? If it is not there, I am going to come back to scold you!", and she left with an evil look on her face.
Huh? What?! I told her politely to check with the staff at the Lifestyle Department, she cannot assume everyone to know where and what items are located in the whole 3 levels of the departmental store. Moreover, I am only a temporary staff there... I really exploded on the spot and threw whatever I am holding in my hand on the floor and walked away after the crazy lady left.
Still, I was right, even when 'table runners' is not something that prevent the table from moving, it is something that you lay across the dinning table, so rightfully, it belongs to the Lifestyle Department!
============================
Whatever it is, I am totally disappointed with people all around, I wondered what have caused them to behave in this way... Tsk tsk!
The definition of rich, according to www.dictionary.com, is: Having an abundance of material possessions; possessed of a large amount of property; well supplied with land, goods, or money; wealthy; opulent; affluent.
If you are wondering why this post is being addressed to the rich, read on!
My experience with Indians from India
One fine Friday evening at around 6-7pm, I was serving as usual at the cashiering station. There was a bit of crowd since it was well, a Friday evening. As usual, things always happened when there was a queue. And out of nowhere, an Indian couple suddenly appeared on my right side, saying that they wanted to make their payment. I told them that the queue is actually at the other end of the cashier, and all they did was said, "Hey, I am rushing for time, why can't I go first?". I looked at the queue at the back and turned back to once again, tell him that the queue is at the other end of the cashier. This time round, the couple were very unhappy, and to tell the truth, I was very unhappy too! So the Indian couple made some sort of face and... FINE! I let them go first...
To my astonishment, they had three huge baskets full of clothing waiting on the floor for me to scan and process. I am telling you, right at that moment, I seriously feel like whacking them on their face! So, FINE, since they are rushing for time, I just take whatever clothing I see in the basket, scanned the price tags, and throw them all into our huge plastic bags without folding them. So much for cutting the queue!
After all the scanning and packing, the bill total up to almost 500 bucks. So, guess what they did next to me? They took out a stack of SG dollars from an envelope, and... THEY THREW IT ON THE TABLE AS THOUGH I AM A BEGGAR! I SERIOUSLY HATE THAT FEELING!
And, that is not all! After giving them the change, they questioned me, "So where is my free gift since I have spent so much money today? No, no, they have told me that I am entitled for some free gift!".
Huh? How come I was not at all aware that free gifts will be given to customers who spent a lot? So, all I reply was, "Sir, maybe you can proceed to the Customer Service to check with them."... The next question the Indian couple asked was, "What Customer Service? Where is it? Bring me there!".
What? I let you cut the queue and now you are asking me to bring you to the Customer Service? OK, FINE! However, as I was about to walk to the Customer Service, they looked at me... Now what? I even have to carry their three bagfuls of clothing to the Customer Service for them! Am I their maid or what?!
I was so frustrated and angry that I almost exploded on the spot!
So, is that the end of the story? NO!
Five minutes later, they came back and showed me some 40 bucks voucher. Still, they dare tell me, "This is the free gift I am asking about."... Oh my goodness! They should have just told me the 'vouchers' and I will understand what they are trying to drive at, what 'free gift'? Tsk tsk!
No offense to all those Indians who are reading this, but I am really very frustrated and pissed off at how they behave...
Another incident was during my last week of work at my wonderful company. I was transferred to the Travel Goods Department as I was there to replace another staff who was not around. On my first day at that cashiering station, I encountered another three Indians from India. This time round, all guys. Same thing, they did not want to join the queue (I just wonder if you need to queue to pay for your items in India...). Anyway, I told the three customers that the queue is right at the other side, luckily they were more 'civilised', so they went over to join the queue.
However, when it was their turn to make payment, they were at my station again. Boo!
Lucky for me, my senior was back from lunch, so I got him to take over me. He kept asking me why, but I just told him to take over. So, they spent almost 20 minutes at the cashiering station, trying to separate up their bills to get more vouchers to pay for the remaining items. Moreover, they almost wanted to use US dollars. Oh me, oh my! If not for my senior, I think I am surely going to scream out loud at these people!
============================
Last but not least, I am going a bit off track by bringing in a lady whom I think is crazy, by trying to be funny!
One fine afternoon, there was not many people around (should be a Monday). Out of a sudden, there came a lady from nowhere. I thought she wanted to purchase some vouchers as she is not holding on to any items for payment, but who knows...
She asked me where is the Lifestyle Department, so I pointed my right hand to the right and told her that the Lifestyle Department is all the way towards the right. The next moment, she asked, "Where are the table runners located?"...
Err, table runners? Something that prevents the table from running? Yikes! I have no idea, I asked my partnering cashier from the Toys Department and she was not sure of 'table runners' either. So I told the lady, "Mdm, if I am not wrong, the table runners should be at the Lifestyle Department, maybe you can proceed over there to check with the staff".
Then, the lady suddenly turned crazy and said this, "You sure the table runners is at the Lifestyle Department? If it is not there, I am going to come back to scold you!", and she left with an evil look on her face.
Huh? What?! I told her politely to check with the staff at the Lifestyle Department, she cannot assume everyone to know where and what items are located in the whole 3 levels of the departmental store. Moreover, I am only a temporary staff there... I really exploded on the spot and threw whatever I am holding in my hand on the floor and walked away after the crazy lady left.
Still, I was right, even when 'table runners' is not something that prevent the table from moving, it is something that you lay across the dinning table, so rightfully, it belongs to the Lifestyle Department!
============================
Whatever it is, I am totally disappointed with people all around, I wondered what have caused them to behave in this way... Tsk tsk!
~*--�在乎天长地久,�在乎曾�拥有--*~ 
