Will and commitment to deliver is important

REFERENCE is made to “Let’s See More Colour and Charm Among Frontliners” ( Sunday Star, March 4).

Your write-up is a very timely reminder not only to the public sector but also to the private sector to ensure that the needs of their customers are well taken care of, as their customers are the ones who are paying their salaries to keep them behind their desks.

While it is well said that the frontliners play a very important part in delivering good services to an organisation’s customers, what is more important is the will and commitment of the organisation in wanting to deliver the good services to its customers in a timely manner that will not only please their customers but also delight them.

This will and commitment to deliver good services is not only important for purposes of retaining existing customers, but also to win over new customers from competitors.

The will and commitment must not only be exhibited when the organisation is attempting to attract a customer but must continue to be upheld even after the prospect has become a customer of the organisation.

The will and commitment of an organisation in delivering good services to its customers in a timely manner must continuously be monitored and benchmarked against international industry standards.

This will and commitment must be inculcated in the workforce to the extent that it becomes a culture of the organisation to provide good services, and providing good services becomes the hallmark of the organisation.