A STOMPer disagreed with a lecture slide stating that 'Customers are not always right' during a FairPrice workshop for employees. A spokesperson from FairPrice says customers are top priority, but they also strive to be a caring employee.
The spokesperson says:
"Being customer-focused is top priority for FairPrice.
"NTUC FairPrice has taken note of the STOMP post 'Customer is always right? FairPrice doesn't think so' and would like to take this opportunity to respond and clarify on the matter.
"The STOMP posting was taken out of context and does not reflect our stand on customer service. The full sentence on the same slide reads 'Customers are not always right, but they are important to us'.
"It is meant to generate discussion on why customers are important to us and is part of a more comprehensive training module that is mandatory for all new FairPrice staff.
"Being customer-focused is a top priority at FairPrice and we spare no effort in training our staff to handle a variety of situations and ensure our customers have an enjoyable experience at our stores.
"While we strive to be customer-focused, which is one of our core values, we also strive to be a caring employer. We understand that our staff face challenging situations with customers as well.
"That is why we appeal to our customers that while our staff seek to serve them with courtesy and respect, we also request for their understanding to also treat our staff with the same courtesy and respect.
"We also appreciate the comments for this STOMP posting, a majority of which have stated that this posting was taken out of context, for providing additional feedback and contributing to this discussion.
"As a Service Class (S-Class) certified retailer, a national recognition for organisations that have achieved service excellence through assessment of its management systems and processes, we ensure customer service standards are upheld.
"We believe in 'Service from the HEART' a motto that epitomises FairPrice’s service DNA - to be Helpful, Empathetic, Attentive to details, and Reliable to earn our customers’ Trust.
"Guided by this service philosophy, our staff share a common understanding and expectation of what it means to deliver excellent service.