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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:

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At Triple Stars today, we bumped into Mohammed, the same Sales Attendant who sold us the baby court before Siena was born 7 months ago (time flies!). Mohammed and I clicked instantly. He laughed when I recited Russel Peters’ famous “Take It & Go” line (see 3Mins 05Sec onwards), with the signature hand gesture in my attempt to get some discounts (it worked!). Aside from getting my jokes, Mohammed gave me a sense that he actually gets it about Customer Service. He was professional, confident, and he knew his products.

As he was helping me to load the stuff into the car, I casually asked if he’d be interested to join us. Mohammed courteously declined, without the slightest interest in what company I work for, or how much I was going to offer him (let’s just assume that Mohammed doesn’t mind my face for this illustration purpose). Offended, I pushed further for an explanation. He came back with a simple but classic response, those you only read in fiction novels or see in the movies: that “It’s not about the money.”

Mohammed loves his boss, he’s been treated extremely well for the last 16 years he’s been here. His job has helped him raise two boys, 4 and 9 in India, who frequently visit him in Brunei. Above all, he loves what he does, and so it was reflected in his service attitude.

Who says Bruneian can’t serve?

You may argue that Mohammed is a foreigner. But to me, anyone who’s been living here for more than 16 years is a Bruneian, regardless of what it says on the passport.

For a brief 60 seconds, I was humbled by my interaction with Mohammed. Not only did he show me how proper Customer Service is carried out, but he also taught me a very important lesson: There are things that money can’t buy. A precious little word that has became a rarity since my grand father’s generation (Hint it starts with L!).

End Note:

The next time when you go to Triple Star, go check him out by yourself. Tell Mohammed I sent you. And he’d probably answer: Who is Shaun?

Dato Timothy Ong (right) at the recent ASEAN 100 Forum

Dato Timothy Ong pointed out, at the recent Asia Inc Forum, an important note about Customer Service: that the real test to a Great Customer Service culture is how the company handles the customer when a problem arises.

The limited time allocated for the presentation prohibited me from addressing his remark on stage. (Truth was, it was such a deep and thoughtful statement that it took me a few days to process. Hence, this blog.)

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Dear Dato Timothy Ong,

My short response to you on this issue will be: If a company has a steadfast commitment to Customer Service excellence, it is unlikely it would face too many ‘crisis situations’ of customer complaints.

That said, it seems that the only things constant today are the unpredictable. Hence, my long response below:

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