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: