Results from the Customer Satisfaction Index of Singapore (CSISG) released by the Institute of Service Excellence at SMU (ISES) two weeks ago found that Singapore’s customer satisfaction levels last year hit a record high. While the focus has long been on training front-line staff to deliver better service, customer service staff said that the type of working environment the employer provides, as well as the morale and team spirit among colleagues, can help them do better at their job.

ISES Director Caroline Lim said employers should look beyond “people, process and technology” and consider the work environment instead. “The environment including work design and the physical workplace impacts both front-line employees and customers. A front-line staff who is scheduled to work long hours would have to battle against both physical and mental exhaustion to focus on individual customer needs.” Ms Lim also said that the responsibility of customer satisfaction does not rest entirely on the shoulders of front-line employees. Employers have a key role to play in providing suitably designed working conditions and environment for employees to deliver good service.