“The workshops have honed my managerial skills. To lead my team to deliver quality service, I am now more conscious of being sensitive to my staff, and being inclusive by sharing management issues and constraints openly with them.

I have also learned to be more understanding and intentional in applying “different strokes for different folks” to achieve win-win outcomes. I learned to be more empathetic towards challenges faced by my colleagues and is more confident now in handling our working relationships.”

“The Service Excellence course is good because in the role plays, it gave us hands-on practise to solve the customer’s problems. It teaches people a lot about service skills, about what to say, how to answer the patron positively rather than negatively. I told one of my service staff the compliment given to her and encouraged her to keep up the good work.”

“The Service Excellence training impressed me a lot. I used to be low self-esteem and had trouble talking to customers. But after the training, I gained confidence in being at the frontline. Listening to the trainer and watching the video helped me see new ways of handling situations and what approaches to take. In the past I would ask my colleagues about how to handle a problem, but after the training, I made my own decision to solve a customer’s problem. I saw the reaction of the customer. He was very happy with the way I handled it. Now I put myself in the patron’s shoes. I can help solve the problem.”

Our company embarked on setting the objective to aggressively meet the customer delivery dates in last year. Over the year, I become more and more convinced that the M.A.T.C.H (Measurement, Analysis, Tactics, Continuity and Human Factors) Productivity Framework is effective.