One of the major challenges faced by SMEs in their journey towards business distinction relates to delivering quality service. Research has shown that superior service leads to higher customer loyalty and ultimately, better financial performance.
To assist companies who wish to step out on the first step towards achieving service excellence, SPRING has commissioned Ernst & Young Advisory Services to develop a toolkit to equip companies with the proper service systems and skills.
The Customer Service Toolkit provides a simple and effective framework to develop service excellence in SMEs by identifying and addressing 5 key pillars of service excellence :
- Leadership
- The Team
- Culture & Communication
- Customer Relationships
- Service Standards
The 5 modules have been developed as standalone chapters, with user-friendly tools and worksheets being provided within each module to assist companies in kick-starting their service excellence efforts. Customised versions of the toolkits have been developed for the Retail, F&B and Hospitality industries.
To enable greater accessibility for the companies, the toolkit can be downloaded on the EnterpriseOne portal (
www.enterpriseone.gov.sg/en/resources/toolkits). Interested users may also sign up for regular Material Familiarisation Training workshops jointly held by SPRING and a group of training consultants. For more details, do refer to the above weblink.
Companies with enquiries on the toolkit may approach any of the 5 Enterprise Development Centres (EDCs) for assistance. Details of the 5 EDCs are as follows :
EDC@ASME
Address : 167 Jalan Bukit Merah, Tower 4, #03-13, Singapore 150167
Phone : +65 6513 0388
E-mail :
enquiries@edc-asme.sg
EDC@SCCCI
Address : 47 Hill Street #09-00, Singapore 179365
Phone : +65 6337 8381
E-mail :
edc@edc.sccci.sg
EDC@SICCI
Address : SICCI Building 31 Stanley Street Singapore 068740
Phone : +65 6508 0147
E-mail :
edc@edc-sicci.sg
EDC@SMCCI
Address : 15 Jalan Pinang Singapore 199147
Phone : +65 6293 3822
E-mail :
edc@edc-smcci.sg
EDC@SMa
Address : SPRING Singapore Building, 2 Bukit Merah Central #08-00 Singapore 159835
Tel : +65 6826 3020
E-mail :
edc@edc-sma.sg