PEOPLE
DOES MONETARY REWARD ENCOURAGE BETTER SERVICE?
22 May 2006
It is a question the local service industry has been hotly debating. Will tipping enhance service standards in Singapore?
Ms Angie Lew, 23, thinks so. But when you suggest that rewards, monetary or otherwise, be given to her for her good service, she gives you a confused look.
"Why me? I don't think I did anything special?" she asks somewhat incredulously.
A pilot recruitment specialist at the Air Force Recruitment Centre, Central Manpower Base (CMPB), Ms Lew is in charge of arranging for potential pilots to be sent for medical check-ups and for putting together the contracts and bonds they have to sign.
She is also the friendly face you see at job fairs and at the recruitment centre, ever ready to answer questions potential pilots have about the selection process, training programmes and contract details.
Hence she comes into contact with many different people with a variety of questions and concerns pertaining to one of the most prestigious vocations in the Singapore Armed Forces (SAF).
According to Ms Lew, her customers can get a little worked up because of the long waiting period for the results of the medical check-up to be processed.
"This is a very thorough check-up, quite different from the one pre-enlistees go through at CMPB. The results can take up to three months before they're released, and some pilot applicants may be sent for re-assessment, and they may have to wait for another three months for those results to come out."
"But I can understand the applicant's frustration because he feels he is just waiting and waiting. And his parents may also become very worried and start to wonder if there's something wrong with their child."
"The best way to manage their apprehension is just to patiently explain this process to them again, to tell them the medical check-up is very detailed," says Ms Lew, who has been with the Ministry of Defence (MINDEF) for the last five years.
Furthermore, Ms Lew regularly calls some of her more eager customers, to update them on the progress of their applications. She also willingly stays behind during her lunch hour, or after working hours, to meet applicants to sign their contracts.
"I understand some of them have difficulty applying for leave or time off, so the only free time to meet is during lunch or after work," she explains.
She also empathises with excited applicants who fail to make the final cut for pilot training. "Some applicants become very sad and even cry when I break the news to them! I can become quite emotionally affected by this, so sometimes I get my boss to tell the applicants the bad news instead," she reveals.
With such a big heart and her accommodating nature, it is little wonder many of her impressed customers want to reward her for doing a good job.
Consider the mother who sent Ms Lew a 'thank you' card for constantly keeping her informed on her son's pilot application status. Or applicants who bring packed meals for Ms Lew when they meet her during lunch. And what about the trainees who return from flying school in Australia with goodies for her?
Ms Lew is tickled by these kind gestures. "I have some really great customers, but I'm still so surprised when they do these nice things for me. To me, this is all part of my work, I didn't do anything extra!" she quips.
Well, her winning this year's MINDEF Star Service Award must have definitely caught her off-guard then.
"Oh yes! I didn't even know that I was nominated. So when my boss told me, I was so shocked!" she exclaims.
"But I'm very happy that my work is being recognised by the organisation and I feel proud to bring this honour to my office."
The Star Service Award Scheme for the Public Service was introduced in 2002 with the objective of achieving service excellence in the public service by recognising staff who have consistently delivered quality service.
MINDEF has spearheaded this movement, encouraging its various services and formations to nominate its best personnel who have gone the extra mile for service. Winners will receive the MINDEF Star Service Award during MINDEF PRIDE Day in May.
11 May 2006: Can a simple smile solve service-related problems?
16 May 2006: Is the customer always right?
17 May 2006: Does good service begin with the customer?
26 May 2006: Do women provide better service?
Ms Angie Lew, 23, thinks so. But when you suggest that rewards, monetary or otherwise, be given to her for her good service, she gives you a confused look.
"Why me? I don't think I did anything special?" she asks somewhat incredulously.
A pilot recruitment specialist at the Air Force Recruitment Centre, Central Manpower Base (CMPB), Ms Lew is in charge of arranging for potential pilots to be sent for medical check-ups and for putting together the contracts and bonds they have to sign.
She is also the friendly face you see at job fairs and at the recruitment centre, ever ready to answer questions potential pilots have about the selection process, training programmes and contract details.
Hence she comes into contact with many different people with a variety of questions and concerns pertaining to one of the most prestigious vocations in the Singapore Armed Forces (SAF).
According to Ms Lew, her customers can get a little worked up because of the long waiting period for the results of the medical check-up to be processed.
"This is a very thorough check-up, quite different from the one pre-enlistees go through at CMPB. The results can take up to three months before they're released, and some pilot applicants may be sent for re-assessment, and they may have to wait for another three months for those results to come out."
"But I can understand the applicant's frustration because he feels he is just waiting and waiting. And his parents may also become very worried and start to wonder if there's something wrong with their child."
"The best way to manage their apprehension is just to patiently explain this process to them again, to tell them the medical check-up is very detailed," says Ms Lew, who has been with the Ministry of Defence (MINDEF) for the last five years.
Furthermore, Ms Lew regularly calls some of her more eager customers, to update them on the progress of their applications. She also willingly stays behind during her lunch hour, or after working hours, to meet applicants to sign their contracts.
"I understand some of them have difficulty applying for leave or time off, so the only free time to meet is during lunch or after work," she explains.
She also empathises with excited applicants who fail to make the final cut for pilot training. "Some applicants become very sad and even cry when I break the news to them! I can become quite emotionally affected by this, so sometimes I get my boss to tell the applicants the bad news instead," she reveals.
With such a big heart and her accommodating nature, it is little wonder many of her impressed customers want to reward her for doing a good job.
Consider the mother who sent Ms Lew a 'thank you' card for constantly keeping her informed on her son's pilot application status. Or applicants who bring packed meals for Ms Lew when they meet her during lunch. And what about the trainees who return from flying school in Australia with goodies for her?
Ms Lew is tickled by these kind gestures. "I have some really great customers, but I'm still so surprised when they do these nice things for me. To me, this is all part of my work, I didn't do anything extra!" she quips.
Well, her winning this year's MINDEF Star Service Award must have definitely caught her off-guard then.
"Oh yes! I didn't even know that I was nominated. So when my boss told me, I was so shocked!" she exclaims.
"But I'm very happy that my work is being recognised by the organisation and I feel proud to bring this honour to my office."
The Star Service Award Scheme for the Public Service was introduced in 2002 with the objective of achieving service excellence in the public service by recognising staff who have consistently delivered quality service.
MINDEF has spearheaded this movement, encouraging its various services and formations to nominate its best personnel who have gone the extra mile for service. Winners will receive the MINDEF Star Service Award during MINDEF PRIDE Day in May.
11 May 2006: Can a simple smile solve service-related problems?
16 May 2006: Is the customer always right?
17 May 2006: Does good service begin with the customer?
26 May 2006: Do women provide better service?
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