Singapore, 11 November 2005 - Linna Tan, a CATS Classified customer care officer from the Marketing Division of Singapore Press Holdings, clinched top honours at the 2005 Excellent Service Awards (EXSA) this morning.
Managed by SPRING Singapore, EXSA is a national award that recognises individuals who have delivered outstanding service. Conferred at four levels – Silver, Gold, Star and SuperStar - the award seeks to develop role models for staff to emulate, create service champions and professionalise services.
First-time participation in EXSA
This is the first time SPH has participated in EXSA, and the two nominated CATS Classified customer care officers, Lynn Wong and Linna, both won awards.
Lynn won the Gold Award while Linna clinched the SuperStar award, which recognises the best of the best in each service industry. Linna was also given a Star award.
Elsie Chua, Senior Vice President, Classified Advertisements, Marketing Division, Singapore Press Holdings Ltd says: "CATS Classified is happy and proud that both Lynn and Linna have won, given that this is the first time we are participating in this national competition. Their dedication and commitment to achieving service excellence in their work make them service champions and role models whom fellow workers can look up to and learn from."
"CATS Classified has always been devoted to achieving excellence in customer service. Our core values advocate providing clients with superb customer service and value-added benefits to enhance their experience with CATS Classified. These values are communicated to all staff through our rigorous training programmes as well as regular quality assurance checks."
Customer service champions
Indeed CATS Classified frontline staff have inculcated such core values, and are committed to incorporating them in their daily dealings with customers. Linna´s exemplary customer service attitude is a fine example of such a committment.
An outstanding customer care officer who helps customers with enquiries, payment and orders of Classified advertisements every day, Linna epitomises the spirit of excellent customer service. Her service skills have delighted and touched many customers - many of them have written to express their heartfelt and deep appreciation for her professionalism, patience, efficiency, friendliness, concern and care. Linna´s dedication and admirable work ethic have won over the hearts of many customers, both internally and externally.
Beyond the call of duty
One of the many instances of Linna’s excellent service attitude was when she went beyond the call of duty to assist an elderly customer who came to place an advertisement. After the transaction was over, he asked where he could find a moneychanger. Linna offered to bring him there. As he had problems walking, it took them about half an hour to reach the moneychanger. This is a clear example of her initiative and natural inclination to help her customers to the best of her ability.
In the true spirit of service, both Lynn and Linna feel that, beyond winning the awards, their biggest sense of personal achievement still lie in seeing a happy and satisfied customer. "Delivering outstanding service is all in a day’s work," they said.
Issued by Singapore Press Holdings Limited
Co. Regn. No: 198402868E
For more information, please contact :
Classified A & P, Marketing Division
Singapore Press Holdings Ltd
DID: 6319 5917
Mobile: 9047 7445
Fax: 6319 8223
About Singapore Press Holdings Ltd
Main board listed Singapore Press Holdings Limited is the leading media company in Singapore, in the print, Internet and broadcasting platforms. It publishes 13 newspapers in the four official languages and more than 80 magazine titles. Everyday, 2.8 million individuals, or 88 per cent of the people above 15 years old, read one of the SPH publications. Its Internet Business Unit manages the online editions of SPH’s major newspapers and magazines, which together enjoy over 300 million pageviews a month. SPH also owns a 20% stake in MediaCorp TV Holdings Pte Ltd, which operates free-to-air channels 5, 8, U and TV Mobile, and a 40% stake in MediaCorp Press Pte Ltd, which publishes free newspaper Today. SPH operates two entertainment radio channels, UFM 100.3 FM in Chinese and WKRZ 91.3 FM in English, under a joint venture company UnionWorks with NTUC Media, and owns an 80% stake in SPH MediaBoxOffice Pte Ltd, Singapore´s largest LED network media company.