 |
| 9am |
My day starts with reviewing daily correspondence
and customers’ feedback. It’s very important
to us to know every customer; and one very important
channel is via correspondences. From here, we get
to understand the problems our customers face. It
also allows us to prepare the groundwork to solve
their problems. Time is of essence to us. We take
immediate action to solve all customers’ issues. |
| 11am |
Throughout the day I would receive phone calls
from customers. Their feedback varies. I have encountered
cases ranging from overgrown trees along the pathway
to bees having flown into the owner’s house |
|
 |
| 12pm |
Often I would meet with our customers in their
homes to assess the case. I take this opportunity
to build rapport with them.
When rectification work commences, I will pop
in whenever I can to ensure that things are in
order. After completion, I meet up with the customer
again to ascertain customer satisfaction.
Over the years, I find that many customers become
loyal Far East supporters. They can see the effort
being put in to value add to the product and to
enhance the experience of owning a Far East home.
CSU’s mission statement is ‘To build
customer loyalty through quality product delivery
and excellent service standards towards making
FEO the Developer of Choice.’ We live and
work by this motto. |
|
 |
| 2pm |
At CSU we regard the time set aside for reviewing
and addressing pressing issues, which requires a
lot of brainstorming and technical expertise, as
essential. |
| 4pm |
As a Manager, I am fully responsible for the entire
operations of the Unit. I do the planning and organising
of available resources. I also ensure that adequate
training is given to all staff. And I conduct training
sessions periodically to equip them with useful
knowledge in the legal and technical aspects. |
|
 |
| 5pm |
CSU meets once a month. I use the occasion
to update my team on organisational developments
and to brainstorm ideas on how we can do our work
better.
I group my staff into ad hoc committees to study
specific issues or areas for improvement. This
gives everyone in the team an opportunity to be
involved and participate, thus enhancing their
understanding of the work and building team spirit
in the process.
I find my work very satisfying. I have a team
of good people working together with me.
But a compliment letter always gilds our day! |
|
 |
| 3pm |
We are a close working team of four, led by Mujad
bin Mohd Yasin. My day always starts with my colleague,
today it is Izran, updating me on what had happened
during the last shift. He would highlight the tasks
that need follow up. Prompt follow up is very important
to us. |
|
 |
| 4pm |
As the day progresses, there are enquiries to
answer, paperwork to complete, deliveries to accept.
We would confer with Mujad on any issues outside
the norm. |
|
 |
| 5pm |
A guest is checking in. His apartment, made ready
in advance by our colleagues at Housekeeping, is
waiting for him. After completing the administrative
procedures, I accompany him to his apartment and
explain the workings of the various household appliances.
As host to a new guest, I try to provide as much
information as he requires, to ease him into living
in Singapore: where the supermarkets are, the nearest
banks, shopping centres, places of attractions,
etc. |
| 6pm |
This is my favourite and also the busiest part
of the day, when guests are returning home after
a hard day’s work. They would stop to clear
outstanding matters, but mostly they take the time
to chat, and we would trade stories about our day. |
|
 |
| 7pm |
Time for a quick dinner before going back to the
front desk. A guest calls. I need to go up and change
the gas cylinder. Sometimes guests would call in
the evening for housekeeping services, and I will
attend to them. But that’s part and parcel
of my job, and I am always very happy to be of service
to our guests. |
| 9pm |
As night falls, and the place settles down,
I complete the Front Desk log book. This book
is our “bible”. In it we list all
the tasks that need to be done, guests who will
be checking in or out, special requests, and so
on.
Before I leave I will brief my colleague, Ken,
who comes in to do the night shift, as Izran did
for me. Communication is one of our key tools
to ensure minimal disruption to our guests’
lives. |
|
 |
| 11pm |
A good day ends. Bye Ken, I will be at work tomorrow. |
|
