The Customer Service Counter found in malls typically performs routine functions like dispensing information and handling parking redemptions.
But at City Square Mall, a mall developed by City Developments Limited (CDL), it is quite a different story. Our popular mall located at the junction of Serangoon and Kitchener Roads has been touching hearts with its warm service since welcoming our first customers in 2009.
Here are just a few inspiring acts of service by our big-hearted Customer Service team.
First up, Ms Natalie Lim, our most experienced Service Ambassador, who has been with the mall for eleven years and counting, is always at hand to deliver an applaudable experience for shoppers.
Natalie once observed a young boy in a wheelchair eagerly waiting in the queue for the redemption of the fan-packed PAW Patrol Meet-and-Greet segment. Upon realising that he was too far behind to obtain the limited tickets, she took the initiative and promptly obtained approval for him to join the fully-redeemed segment, to the boy’s great delight.
Then there’s Ms Sarah Jimenez. Brimming with ideas to ensure a safe shopping experience when Covid-19 was raging, she proposed the implementation of service innovations that helped reduce waiting time and exposure.
Her other initiatives also contributed to City Square Mall’s re-attainment of the BCA-MSF Universal Design Mark for Family-Friendly Business Platinum in 2021.
A collaboration between the Ministry of Social and Family Development (MSF) and the Building and Construction Authority (BCA), the Mark recognises businesses’ efforts to make their premises accessible, convenient and safe for families.
Last but not least, we have Mr David Chew. A certified first aider like the rest of the team, he has helped shoppers in need and adeptly dressed a number of wounds and injuries over the years.
In one instance, a shopper was bleeding profusely from a deep cut on his forehead and was in a semi-conscious state. David immediately took over and performed the first aid recovery measures to keep the shopper lucid and calm till the ambulance arrived.
These three and the other Service Ambassadors at City Square Mall have been showered with customer compliments, and duly recognised with awards.
They include the prestigious Customer Service Excellence for Retail at the Singapore Tourism Awards (STA) and Singapore Retailers Association (SRA) Service Superstar Award.
Natalie’s motto is everything counts and even the smallest thoughts, words and actions make a difference, and hence serve with passion and sincerity in the same way that you wish others would with your loved ones.
That ethos is how the Customer Service team at City Square Mall continues to rise above the ordinary every day.