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“The drain was already done, and the customer has also completed their renovations. You cannot
expect them to renovate again and shift their boundary wall! Who is going to pay for the cost? It
would cause inconvenience to the customer. So I offered to talk to SLA since they are in charge of land
encroachment issues, and see if we can help to seek waiver for this encroachment. And SLA agreed,
because the encroachment area was not big. It was a win-win situation.”
– An officer sharing on how he identifies with customers’ feelings
and situation and their deeper needs
13 | CUSTOMER SERVICE COMPETENCY FRAMEWORK
