Sentosa Cove

CUSTOMER CARE PROGRAMME TO ENHANCE RESIDENCE EXPERIENCE

At C&W, our people are at the heart of everything we do. We invest significantly in employee learning and development to enhance their skills, knowledge, and capabilities. This is achieved through partnerships with industry leaders, government bodies, and various institutes of higher learning. In addition to core technical skills training, we are committed to transforming our workforce to be more customer-centric, aiming to achieve service excellence and maintain high customer satisfaction. Under the WSQ Service Excellence framework, all our frontline staff in the Sentosa Cove IFM core team will be enrolled in the following courses to enhance their service quality and to align their daily work with C&W’s service vision:

COURSE DESCRIPTION

An organization’s service vision serves as a rallying point for its employees to have a common direction. It also articulates clearly what the organization offers its customers. This workshop covers knowledge and application skills in role modelling the service vision of an organization. It involves demonstrating the characteristics of a role model and promoting a customer-centric culture within the team to achieve service excellence. This workshop prepares participants to provide excellent service to their customers. It focuses on the importance of having the right service mindset and how exceptional service benefits themselves and the organization. Participants will learn how to groom for success as well as serve their customers by identifying customer needs, applying effective communication techniques and understanding the types of service behaviors that make an exceptional difference to the customer.

Role Model The Service Vision

Winning Service

COMMUNITY ENGAGEMENT FROM DAY ONE

20 HOURS OF COMPLIMENTARY EVENTS

Fridge Magnet

Once appointed as your FM partner, we will spare no effort in introducing C&W Services and our Core Team to each and every resident and stakeholder as part of our mobilisation and transition plan. A care package will be prepared for each resident household and commercial tenant to ensure that they are familiar with how to contact the site team in the event of a feedback or service request, as well as getting to know their new FM team. C&W Services will stand ready to service the Sentosa Cove community from day one.

To enhance community engagement and boosting of community spirit, we will provide complimentary annual 20 hours worth of events for Sentosa Cove. C&W Services will cover the events from start to finish, working closely with Sentosa Cove Management and the councils to curate the organised events. This will be over and above your regular calendar of events to be conducted at Sentosa Cove Village. C&W is happy to discuss with Sentosa Cove Management on the detailed utilisation plan for the complimentary events.

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