kumar munsamy perimal, one of the winner in EXSA award function in 2015

Kumar Munsamy Perimal, Singapore Retailers Association (SRA) Service Superstar 2015

Kumar Munsamy Perimal was a troubled youth when he started at Shell as a carwash attendant. Twenty years down the road, his life has turned around. Kumar is now an operations manager overseeing three 7-Eleven @ Shell stations. Apart from receiving numerous Station of the Year awards, Kumar has also been recognised by customers for going beyond his responsibilities as a service staff. He has gone as far as to befriend and counsel a youth loitering at his station. This was perhaps his way of paying it forward.

Kumar emerged top among 700 nominees across the local service industry for the Excellent Service Award (EXSA) and was named the Singapore Retailers Association (SRA) Service Superstar 2015. 

EXSA is a national accolade that recognises individuals who have delivered quality service and are role models whom their peers could emulate. Shell is proud that 62 service staff clinched this prestigious award in 2015, almost doubling the number of awardees honoured the year before. 

Kumar and each of the 62 recipients have made special connections with the customers they serve. Here stories of service champions who show that their service truly comes from the heart.

mohd ayub bin moh eysoff one of the winner in EXSA 2015

Mohd Ayub Bin Mohd Eysoff, Shell Queensway Anchorage

En. Mohd Ayub is always willing to go the extra mile for customers – in one instance, quite literally. A customer, who had left the station disappointed that a product was sold out, was pleasantly surprised when En. Mohd Ayub ran after him with good news of finding stock in the store. Another customer recounted how he accidentally dropped and spilled a bottle of juice. En. Mohd Ayub immediately cleaned up the mess and offered the customer a new bottle of juice. This spirit of putting customers first makes En. Mohd Ayub a role model for other staff.

catherine yu chin keen, one of the winner in EXSA 2015

Catherine Yu Chin Keen, Shell Paya Lebar PIE

Customers commend Catherine not only for her service, but also for her integrity and initiative. On more than one occasion, Catherine has helped customers find their lost personal belongings such as mobile phones and tablets. She ensures the items are stored safely before the owners return to retrieve them. Catherine also makes the effort to contact the customers to assure them their lost items have been found. Such resourcefulness is what defines Catherine as an exemplary example of service excellence.

mastura bte othman, one of the winner in EXSA 2015

Mastura Bte Othman, Shell Siglap

It is the small things that make a difference in a great customer service experience. Mastura, known affectionately by station patrons as Masboy, never fails to put a smile on a customer’s face with her positive and upbeat attitude. From offering to pump customers’ car tyres to helping customers with their purchases, she is always willing to put in the extra effort to perfect each customer’s experience. Her ability to make customers feel at home is what makes Mastura a true Service Champion.Congratulations again to our 62 EXSA winners!

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