7/23/2007
These 2 weeks we'll have SWE Campaign and Assessment... and what the hell is that?
SWE = Service With Excellence (*sweats*)
And what are the 5 golden rules?
- Greet
- Say Please and Thank You
- Smile
- Eye Contact
- Close Every Encounter
It's like whatever lor... I mean it feels like taking a CME exam you know? We all by common sense know that we should do all these... but it just feels funny that we have to be told to do all these... fancy having a campaign on these 5 golden rules.
Funny thing is that you can do all these 5 things... but still turn out to be insincere, if you get what I mean... it's the tonality and approach that counts... It's much deeper...
And what did my Boss say during the seminar (yes we have to attend one on SWE...):
"You all must cooperate hor... just try to show all these behaviour lah... like this... at the end of this year... my bonus will be secured... then liddat I will see to your bonus also being secured mah..."That's like WTH lor... I mean as if part-timers have bonus? LOL... I also mean like who cares if you have bonus... LOL... anyway if it's meant to be a joke it's not funny lor... sounds more like a threat to the full timers actually... LOL...
Oh anyway one of the program in this campaign is to send some "MYSTERY SHOPPERS" into TTSH eye clinic for check up... LOL... so the HR dept guys will dress up as some patients and try to bluff us and test our service standards... they may choose to be a pain in your ass... then if you do well supposedly they'll announce: "
GOTCHA!"... Ultimate Lameness man!!! And tml is like 500 patients lor... and you have to deal with these EXTRA ppl who are out to make trouble for you purposely?
Today morning the whole eye clinic suddenly got so many Smiley faces... our beloved Room 14 (aka. Visual Acuity Test Room) walls...our logcards... the fridge... the toilet... the counters... the lockers... not bad lah quite cute... basically it's used to remind us to SMILE.
Oh anyway... I haven't shown anybody my beloved work terminal... where I stood for hours conducting close to a hundred of eye test each weekday...
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They stucked this little poster of a smiley onto my wall of my work terminal this morning.
My Question: Can anybody please tell me what the hell is "
NO LOCK NO TALK"?
Some say eye-contact (huh??)... some say it's about "our clinic door must be always open..."... (what?) Nobody really understand lah... worse still this phrase is like existent for the past 3 years ler, since SWE came into the picture...
One of my colleagues was able to provide some enlightenment though... "If you never lock your eyes to the patient's eyes... you are not actually communicating with your patient properly..."
OKAY... why not just put it simply as "Maintain Eye-Contact" or "Be Attentive to the needs of your Patients"... why "NO LOCK NO TALK"?? I mean what kind of English is this?? Our management the Ang Mo damn powerful lah! Can come out with such things! Incredible man!
i blogged @
7:17 PM
