Sentosa Development Corporation (SDC)

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1. 

   Rated by Anna Fu on 01 April 11 at 12:10am

   Dear Customer Service In Charge of Universal Studio Singapore (USS)

   RE: Feedback on Negative Customer Service Recovery for USS Canopy Ride (Zone A)

   The objective of this feedback is to i) express our dismay and intense dissatisfaction in the extremely unprofessional service rendered by the USS ride assistant on 25 Mar 11, ii) failure of USS client management to revert as promised via email and phone call by 30 Mar 11.

   In addition, we strongly request USS to provide us with a prompt update by email and phone within 5 working days on practical service compensation and client service recovery measure with regards to the above matter, instead of a mere verbal promise of potential staff retraining on 25 Mar 11. This request is made with the full acknowledgement that USS has exceeded its declared service SLA of 4 working days to revert back on this.

   In view that the direct email address of USS client feedback is not even available on its corporate website, we have taken liberty to include Sentosa Development Corporation (SDC) in this email loop, to ensure that this matter is well addressed to minimise further escalations.

   BACKGROUND

   My colleagues and I went to USS on 25 Mar 11 for staff bonding activities. Subsequently, we arrived at canopy ride at Zone A of USS. Similar to two previous couples, the four of us indicated our preference not to sit on the reverse seats of the open air roller coaster.
   Assuming that we would be granted the same treatment on such seats, we felt greatly humiliated when the ride assistant, Denise, responded in the following manner:

   i) We were told off in a stern voice in front of the long queue of riders that “if everyone is like you(us), we(USS) will not be able to do business”
   ii) Similarly, we were greeted with Denise’s unfriendly and prolonged staring, and her explicit reminder that we should not be taking this ride if we feel that we are “pregnant, having motion sickness etc.., as already stated in the board right in front of us”
   iii) In addition, my other colleagues who were done with the rides earlier spotted her to complain about my colleague and I to the other ride attendants

   Out of shock, we only managed to contact Xue Hui and Kenneth from customer service counter in the evening, who subsequently referred us to (Denise’s manager) Kelvin, after a long wait at the counter. Denise was off duty by then.
   The following was communicated with regards to the above, after filling up a form on my contact particulars:

   i) USS has no policy to allow direct apology of the relevant attendant to affected customers
   ii) The manager is the only person who will apologise on behalf
   iii) USS will revert within 4 working days from 25 Mar 11
   iv) Meanwhile upon investigation, Denise will be taken off duty for retraining “till she got it right”

   USS has not reverted to date by email and phone.

   JUSTIFICATIONS FOR CURRENT FEEDBACK

   There is negative (instead of merely zero) client service recovery as:

   i) Failure to promptly address negative perceptions of external clients
   ii) Failure to deliver promised follow up actions to external customer
   iii) Failure to recognize that training is not customer service recovery for impacted customers (though it serves as a deterrent for future incidences)
   iv) Failure to recognize that service quality of individual stuff could only improve if there is direct accountability of their course of actions to immediate customers
   v) Failure to truly emphasize with affected customers with the above failures.
   vi) Failure to uphold the world class service standards as claimed as such.

   In addition, we were also unsure of the following:
   i) Whether discriminative treatment was administered to the locals
   ii) Whether there was indeed time out and retraining of non performing staff
   iii) Whether USS is already immune to such frequent service failure such that minimal/ no follow up will been given, as per our case.

   CLOSURE
   As mentioned in the opening, kindly revert in 5 working days (including weekends as USS is open) by phone and email.

   Trust that USS is well equipped with the above to conduct the needful investigations, with all needful contacts already filled up in the form on 25 March 2011.

   Which person(s) did you interact with?: Denise and Kelvin (Zone A USS), Xue Hui and Kenneth (CSO)

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2. Rated by Sentosa « Singapore Service Academy :: Creating World Class Cultures of Service Excellence on 16 July 10 at 5:06pm

   [...] island resort is managed by Sentosa Development Corporation, which works with various stakeholders in overseeing property investments, attractions development, [...]

    
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