I accompanied my wife, Zarina to visit her sister Prof Dr. Nor Khomar who was warded as a patient for skin treatment at the KPJ Selangor Specialist Hospital Shah Alam. Recently, it was awarded ‘Women’s Health & Wellness Service Provider of the Year in Asia Pacific' at the Global Health Awards 2022 & 2023, a testament to the hospitals' commitment to Women's Health with its best experienced specialists. (https://kpjhealth.com.my)
After the usual salam and greetings with my sister-in-law at her suite on the 5th Floor, I let Zarina to engage in their woman-to-woman conversations. So, I took this opportunity to have coffee at the cafeteria at the Ground Floor and do my walkabouts. I had met with courteous doctors and nurses who were on staggered break time. I was impressed with its ‘We Care’ poster displayed on the wall being practised by every employee to translate in depth - substance - in the customer service that are promised; a feeling of complete comfort and delight.
I observed the adoption of ‘We Care’ throughout this hospital can fulfill this customer desire. In the elements of excellent customer care is a natural outcome of daily & long-term practices, not simply for wall decoration. ‘We Care’ can lead to positive ‘delight’ & customer loyalty.
I can personally vouch for the quality and success of customer-care programme and its staff training during my tenure as Corporate Training Manager with Malaysia Airlines (MAS). I remember the culture element is, perhaps, the most formative implementation of our company's offering in terms of its corporate mission, values, ethics & performance standards - how MAS relates to its stakeholders and its employees.
I found these standards of service excellence are not wholly universal: industrial and retail customers have different expectations; however, they are not so different that the ‘We Care’ element list cannot serve as a model of high-level care irrespective of market & industry sector.
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