At the recent 2021 Excellent Service Award (EXSA) ceremony, City Developments Limited’s (CDL) Asset Management team bagged five EXSA awards, commending the team’s quality customer service.
Among the awards was the coveted EXSA Service SuperStar Award. It marks the service industry’s highest accolade and is presented to only one winner each year, who has raised overall customer service standards and lauded as a role model for Singapore’s retail industry.
Of the 130 candidates, CDL Service Ambassador Ms Sarah Jimenez from City Square Mall made it through rounds of submission and a panel interview to emerge as one of the Top 10 Finalists for the title.
Ms Jimenez has been working at City Square Mall for the past four years, and has displayed exemplary service performance, receiving a consistent stream of compliments from shoppers. She embraces every encounter as essential character-building opportunities and revels in the ability to transform them into great and memorable experiences. Here are some of Ms Jimenez’s commendable efforts recognised by the judging panel:
- On her own initiative, she proposed the implementation of several service innovations, which contributed to City Square Mall’s re-attainment of the BCA-MSF Universal Design Mark for Family-Friendly Businesses Platinum Award this year.
- With the development of the COVID-19 situation in early-2020, she proposed the implementation of a QR code that would allow shoppers in queue at the Customer Service Counter to pre-register for a redemption account with the mall, thereby reducing waiting time and exposure while facilitating safe distancing.
- She further proposed a Queue Management System that was implemented in December 2020, and lauded as a more effective way to minimise exposure without having to wait in queue.
- She augmented the mall’s promotional collaterals by introducing pictorial aids at each service counter.
- Her attentiveness, especially towards the elderly, won the appreciation of shoppers on various occasions. In a recent encounter, she patiently assisted an elderly gentleman with the exchange of his TraceTogether token, for which he was very grateful.
- She also went the extra mile to assist a frantic shopper in tracing his misplaced mobile phone. Throughout the encounter, she provided much needed assurance and timely updates until the phone was eventually recovered.
- She also goes beyond the call of duty to see that the team improves and grows together. She has developed training guides on the mall’s suite of amenities and also tracks training courses attended by team members to close any identified training gaps.
