26 Apr '11, 1am

Malls score with customer-first drive: By Ng Kai Ling The four-year-old mall, owned by real estate firm Mapletre...

The four-year-old mall, owned by real estate firm Mapletree, also recently came up tops among six CCI malls in a study on customer satisfaction. -- ST PHOTO: JAMIE KOH ASK anyone working in VivoCity where the nearest washroom in the mall is, and he should be able to point you in the right direction. This is one of eight service standards that everyone working in VivoCity is expected to meet, as part of its service excellence initiative. Beyond greeting and thanking customers with a smile, they are also expected to speak politely and respond promptly to any request. Since the mall embarked on the Customer-Centric Initiative (CCI) - promoted by productivity champion Spring Singapore - in 2007, it has received more compliments than complaints, it said. The four-year-old mall, owned by real estate firm Mapletree, also recently came up tops among six CCI malls in a study on cus...

Full article: http://www.straitstimes.com/BreakingNews/Singapore/Story/...

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