Book-Smart and Service-Smart

 

Staying competitive and maintaining superior service standards are challenges faced by countless Small and Medium Enterprises (SMEs). For Loo Ee Fah, General Manager of Pacific Bookstores, he sought to gain a competitive advantage for his business through training and upgrading his staff.  

He explained why a change was needed in order to be in line with Pacific Bookstore’s positioning. “Rather than just being a bookshop operator selling textbooks and stationery in school, we want to position ourselves as a services provider, by providing convenient services for students, parents and schools.” said Ee Fah.

In wanting to transform his sales staff from being “sales-oriented’ to “customer service-oriented”, Ee Fah was convinced that the most critical factor to help his company succeed was to first change the mindset.