When I was engaged by NBT Brunei to share my thoughts on Customer Service earlier this year, Mr. Ninan Chacko gave me a simple, but tall order: to make NBT’s Service as the Talk of the Town!
It is one thing to provide good customer service, and it is quite another to be so great that the whole town talks about you. Mr. Chacko is a man of high expectation. The quality of service in NBT, as you would agree, is reflected in the way their staff carry themselves, with Pride and Dignity, and the immaculate process the company put in place behind the scene to ensure the seamless efficiency of frontline operations.
I remember during our exchange, we spoke at length about the importance of attention towards details in making all the difference between a good and great customer experience.
Mr. Chacko told me one of the best Customer Service story that I have ever heard; on his occasion with the Singapore Airlines from Singapore to Nagoya, flying on Business Class nonetheless. He also graciously shared with me the appreciation letter that he wrote to Singapore Airline’s CEO so that I can pass on the lessons.
Like me, I hope you would pick up the Secrets in serving the elite from his story.
Like me, I hope you’d be equally inspired.
Mr.Chacko’s letter below:
22nd November 2010
The Chief Executive Officer
Re: Ms Jessica Choo, Inflight Supervisor, SQ672 (Singapore-Nagoya), 1:00AM, Thursday, 18th Nov 2010, [Kris Flyer M/ship No: 8390025829]
With reference to the above, I am writing to express my appreciation and thanks to Ms Choo for taking Singapore Airlines’ already superior customer up another level.
Like all SQ Inflight Supervisors, she has done her ‘homework’ well and made sure that I had a good rest due to my very short one-day trip to Nagoya. For example, I really appreciate that extra care and effort were taken to ensure that I would not be disturbed, and she even woke me up a little later…plus other attentive and thoughtful measures, so that I can have as much rest as possible…on this otherwise dreaded midnight flight.
I expected and appreciate all these from SQ, but, it is what Ms Choo did, after we landed in Nagoya, that sets her apart as ‘outstanding’ in terms of delivering what I call the definitive customer service.
During her off-duty hours in Nagoya, when she was obviously supposed to be resting, she went out of her way, on her own time, to block my preferred seat on the return flight to Singapore. What’s more, the seat confirmation note was even delivered to my room. Coincidentally, we happened to be staying at the same hotel – The Hilton.
In all my years of travelling, and I have travelled a lot, especially on SQ, I must honestly say that Ms Choo has delivered a really exceptional level of customer service and customer satisfaction, not only by her attention to details, but more so by her enthusiastic determination to ensure that I was really well taken care of, even if it means going out of her way to do so…beyond the call of duty…
Being in the service industry myself, I really appreciate Ms Choo’s extraordinary dedication and commitment to make this weary traveller’s journey that much more pleasant, comfortable and memorable.
I have often recommended SQ to family, friends, colleagues and business associates over the years for its superior service. Today, I am pleased to inform you that one of your employees has just redefined ‘superior service’.
I hope that SIA will take this new level of ‘superior service’ and eventually make it ‘standard service’ for SQ…After all, the pursuit of perfection is never ending…
I am really glad to have personally experienced how Ms Jessica Choo raised the bar by a few notches. It will admittedly be a tough act for others to emulate.
To conclude, I must further mention that Ms Choo’s passionate zeal was contagious to say the least, and must have had a positive rub off on her cabin crew in Business Class that morning. They were all visibly enthusiastic in executing their duties.
Her leadership by example is therefore also commendable, and all things considered, SQ672 that morning was a truly remarkable flight for me.
NBT (Brunei) Sdn Bhd