Customer Service Certification (CSC) Programme

On 29 september 2018, sarawak energy berhad (seb) officially launched the customer service certification programme across 3 regions namely, western region (wr), central region (cr) and northern region (nr). This program was awarded to mrs management sdn bhd [mrs] (in partnership with swinburne university of technology sarawak (suts) as the certifying body).

Sarawak Energy Berhad’s core business activities are on the generation, transmission, distribution and retail of electricity currently serving more than 630,000 customers throughout Sarawak. It is noted that embedded within SEB’s Mission, is a customer focused culture, with a desire to delight customers as well as a commitment to operational excellence through continuous improvement and best practices, among others. This programme is about delivering consistently high standards of customer service experiences in its entirety throughout its 29 service counters in Sarawak beginning with these 3 main regions.

This programme is divided into 3 phases and the various objectives include: 

Phase 1: Classroom Sessions

• Imparting key customer service knowledge such as Effective communication and Customer service language, Building positive impressions and Service image, Going the extra mile, Managing difficult customers, to name a few. Role plays, group discussions, videos and mini games were weaved into the lesson plans to further internalise learning.

Phase 2: On the Job Training Assessment (OJT)

• This phase was crucial in ensuring that participants internalised and practice key learning points. Trainers were onsite throughout phase 2 to monitor customer service behavioural improvements. Supervisors and managers were also required to appraise participants’ performance.

Phase 3: Mystery Shopping

• The primary aim of this phase was to test the sustainability of participants learning by engaging anonymous individuals (aka Mystery Shoppers) to visit various SEB counters. They would objectively provide feedback on the quality of their customer service experience. 
• This is an additional value add service that was administered 4 months after completion of training. Its primary purpose is twofold:
• To identify programme effectiveness by analysing SEB’s current state of customer service
• To establish specific future support (if any) in the retail department
• Also, a value-add service the graduation ceremony co-organised by MRS took place at Swinburne University of Technology Sarawak Campus on August 3, 2019 to celebrate the hard work of our 108 successful CSC participants throughout the past 6 months. It is also a time to recognise participants that emerged top of their region!

Overall, the Customer Service Certification Programme has been successfully completed with the necessary coaching, moderation & evaluation incorporated. Within the past 10 months MRS Team has effectively executed:

• Phase 1 Classroom Learning
• Phase 2 On the Job Assesment(OJT)
• Phase 3 Mystery Shopper 

A variety of components and tools were designed and integrated into the programme to ensure:

• Successful Theory Absorption
• Immediate Practical Application At Workplace
• Programme & Learning Sustainability
• Realistic Post Programme Action Plan

Quality assurance measures were further taken by incorporating Swinburne University of Technology Sarawak to moderate training materials, execution of class, Phase 2 implementation and all component related to tabulating participant’s final results.

As part of MRS core corporate beliefs to deliver results for client’s time and money invested in our programme, a value-add service, Post training survey was administered 4 months after the conclusion of official training & OJT.

As evident from post training report recorded, the program has produced notable results in key areas such as:

• Participant’s personal development
• Overall counter/ department improvement and
• Compliments received from the general public

It was indeed a pleasure to journey with Sarawak Energy Berhad’s Retail Department throughout the past months in empowering employees to pursue a culture of excellence in their service.