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We are pleased to extend our warmest accolades to our staffs for their hardwork and dedication in performing their duties. Extracts below are some of the complements we have received from our delighted customers.
Direct Distribution Department
Dear Sir/Madam
I wish to extend my appreciation to your staff Ms Hajirah Janis Banu
(S093541) from your contact centre. This is regarding my uncle Mr Maniam's (SxxxxxxxB)
maid renewal.
He is old, not of good health and even was not comfortable to hand over the
documents to the courier.
She even went out of her way to talk in Tamil and gave him all the assurance,
which I think is not easy.
Upon my request, Hajirah also got back to him once the documents was received
by your office.
Finally, as promised it was done and delivered within a week. In fact in the
morning, he called to say that it's a wk,
and he has not heard from you'll and wanted me to check. I told myself that I'll
give you'll a few more days.
It was her personal touch and willingness to provide a good and reliable service
that has impressed us.
I will recommend your services to my friends, which is not usual in the service
industry.
Thank you and Season's Greetings to all.
Property & Casualty Department
Mr Tan Suee Chieh
Chief Executive Officer
Dear Mr Tan
LETTER OF APPRECIATION
I am writing to show my sincere appreciation to you and your wonderful team
of employees that assisted me with great professionalism and friendly services
with regard to my travel ordeal in America (Nov 2007).
I bought the NTUC Income Travel Insurance for the period 12 November 2007
to 7 December 2007 and never at the back of my mind that I have to ‘activate’ this
policy.
It was most unfortunate that upon second day of arrival in New York that we
met with an accident. I suffered a cracked right wrist as well as a fractured
finger as a result of the incident that was most frightening and painful.
I called NTUC Income SOS Hotline immediately and spoke with you staff over
the phone to seek help and advice. Subsequently a few calls were also made, as
we were not able to commit the amount of cash for the hand surgery on the very
next day.
Sir, I must add that your Team DID NOT disappoint
me at all. I am sorry I am not able to recall their names but they were all on
night duty (Singapore Time) between 13 November 2007 to 17 November 2007. Your
staff guided me once I have registered my policy number and the accident so no
matter what time or which day I called, your staff would advise accordingly.
After the operation in New Jersey on 14 Nov 2007, the American Doctor gave
the clearance to continue our travel but to take it slow, which we did. What
really touches me Sir was I received a call from your staff on 23 November 2007
to check if I was doing well or if I needed any other form of assistance. I truly
appreciate the well wishes and the thoughts. To me, this is what customer service
is all about.
Fast forward to this day, I am unable to write earlier as my right hand was
in a cast and currently under physiotherapy at Mt. Elizabeth. I feel that it
is important to let you know I am won over by your friendly staff who went through
the extra mile throughout our ordeal in a foreign land.
Having shared the long distance services rendered by your staff, the friendly
services over here at NTUC Income HQ is just as commendable. I went to file my
claim personally and Ms Shani was most patient and helpful in dealing with all
our various enquiries.
Also, Ms. Lim Chan Heng, Executive (Property & Casualty Dept) was equally
helpful in processing our subsequent claims as well.
Sir, sorry for this lengthy mail but it is important to show my sincere appreciation
to your Team. Not only have I become your faithful customer I am sure after sharing
this experience with my members & friends, they will never leave home without
NTUC Income Travel Insurance for sure.
With such an excellent services, I wish you well and all the very best to
your wonderful team at NTUC Income. Do keep up the good work.
Thank you very much.
Sincerely yours
Ho Shiong Yee
14 February 200
Hi Jimmy
Would like to give a note of commendation for your excellent customer
service to me. You were very prompt and comprehensive in your follow-up to
my queries, which is greatly appreciated.
Look forward to your help again when
I need to renew my maid's passport
next month.
Regards
Lianne Lye
Income Travel
Mr Tan Suee Chieh
Chief Executive Officer
Dear Sir
LETTER OF COMMENDATION
MS YUKI SAN, TRAVEL OFFICE
MS BELIN LIAN, FOMERLY AT TRAVEL OFFICE, NOW AT GROUP HEALTH
Recently, whilst booking for a trip to Nirwana Gardens, I was served by Ms
Yuki Sin of the Travel Office.
I found Ms Yuki Sin to be responsible, proactive, courteous and one who took
customer service very seriously. Given that my purchase was relatively small
(ie. Less than S$300), I am even more impressed by her standard of service.
In the past, I have also been served by Ms Belin Lian whom I found to be very
efficient, proactive and caring. I understand that she is now working in the
Group Health Department at the Insurance office and learning new things.
It is not easy to find an keep good employees in Singapore and I believe you
have gems in your travel office, who add value to your business.
Thank you for looking after your policy holders. I look forward to being insured
with NTUC Income Insurance – now and always.
Yours faithfully
Mrs Teresa Wright
26 March 2008
Motor Department
APPRECIATION
I would like express my gratitude to one of your excellent staff,
Senior Executive Mr Clarence Anthony from the claim department. His patient and
polite towards client is most commentable. He is immaculate in his work and importantly
he provides unparallel and quality service. He gave clear explanation & advice
of the procedure for claim. In his position he need not have to attend to me,
however he choose to, reflecting his professionism. Throuh him I am impressed
with the service of NTUC Income.
Once again, thanking NTUC Income for the assistance
and please convey my sincere thanks to Mr Clarence Anthony for the excellent
service.
STEVE
SJA 9694 P
Dear David,
I am writing to express my appreciation for the assistance you have rendered.
Not only was your service prompt, you have also made the whole process meaningful
and educational.
With your experience and great customer service, I am sure more people will
benefit from you.
I would like to say a big thank you to you and your
company for the services provided. And I will definitely refer my friends and
relatives to you whenever necessary.
Take care.
Best regards
William Neo
25 Mar 2008
Life Insurance Department
Hi Rita,
Thank you for your phone conversation and e-mail.
I'm glad I finally have someone from NTUC who can help and give me a very
clear picture of my query and doubts.
You have been really helpful and I really appreciate your time and efforts,
when it means you have to stay back after office hours to explain to me on my
queries.
Its wonderful to know that there are still very helpful staff like yo uin
NTUC Income.
Keep up the good work !
Best Regards,
Raymond Kwan
14 Mar 2008
Thank you Ms Lynn. I really appreciate your efforts for the revert and the
responsible manner in explaining the issues. I am glad for such a closure and
thank you again for the time to bother to attend to my queries in a satisfactory
manner.
Gin Leow
4 Mar 2008
Subject: Note of Appreciation
I wish to thank you for and
finding out, the fact from me, the reason this case has been pending. Then you
went on to appeal on my behalf and getting a favourable terms(reduced loading)from
your colleagues/superior. Again call me and explain to me the situation.
With
your enthusiasm and push and i really got motivated to close the case mentally.
And finally manage to convince client and settle the case, which was first submitted
on 22/10/07.
If all staff can work together and go the extra mile on their own
drive/initiatives, i am sure, NTUC INCOME can achieve greater heights!!
I get
satisfaction, when i know that, the family would stand to benefit from our plans,
for sure. It is, sort of a mission, our social cause that matters most. I see
the spirit in you!
Thank you once again.
Sincerely
G.Jeyabalan
Service Quality and Field Distribution
Dear Sir / Madam,
I refer to the above incident first reported on 29 January
2008. Please be
informed that my father has received the refund of $100 for the motor vehicle
policy that was not renewed for the year 2007 in the form of cheque.
On behalf
of my father, I would like to express my heartfelt gratitude to the Customer
Care Officer, Ms Annie Tan for her delication and kind assistance in attending
to my father's case. Without her help, I doubt we will be able to seek our redress
and got back the amount paid for the policy renewal eventually.
At the same time, I would also like to thank Mr Simon Seak, the Manager
of Sales Support & Admin for his kindness by helping my father to request
for the premium from the former Income agent, Mr Danny Lim Kim Hua. It is with
his assistance that has enabled us to get back the paid amount.
It's indeed a blessing
to have both Ms Annie Tan and Mr Simon Seak to attend to
my father's issue and led to a satisfactory closure of the case. As for such,
my sincerely thanks to both of them for their kind help.
Warmest regards,
Chua Boon Siang
16 Mar 2008
Contact Centre
Sir,
I wish to compliment your Call Centre staffer Mr Simon Tan on the great service
he rendered to me today when I called to ask about your SAFRA term plans. He
showed good product knowledge, and was enthusiastic and patient in answering
my questions.
He was also able to evaluate my needs and recommend your other products such
as Vivolife. It was a pleasure to be served by him. I even insisted
that he recommend one of your agents whom he knows personally so I could further
explore your product offerings.
Thank you once again.
Daryl Tan
3 Mar 2008
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