SURIA KLCC 'THE SURIA WAY' CUSTOMER SERVICE CARE CAMPAIGN THE 'SURIA WAY' CONCEPT What We Hope To Achieve The Look & Design Direction The Support Tools TO ACHIEVE THROUGH THE 'SURIA WAY' CUSTOMER SERVICE CULTURE DIRECTION CAMPAIGN - Personnel who are: Personalised, Friendly, Warm, Efficient, Caring, Concerned, Quick, Welcoming, Pleasant, Different, Unique, Elegant, Right Mindset, Dynamic, Resourceful, Value-Added Service, have Initiative, Teamworkers, Motivated, Responsible, Knowledgeable, Well-spoken, Well-groomed, Elite, Intuitive, Bright, Confident, Consistent, Persistent, Customer-driven, Committed, Loyal, etc. for/about their customers, their work, the management and each other. - Management who are: Concerned about their personnel, the Suria KLCC image, their responsibilities, are Personalised, Friendly, Warm, Efficient, Caring, Welcoming, Pleasant, Different, Right Mindset, Dynamic, Resourceful, have Initiative, Leaders, Teamworkers, Motivated, Knowledgeable, Well-spoken, Well-groomed, Bright, Confident, Consistent, Persistent, Customer-driven, Committed, Loyal, etc. - Customers who: Notice the new concept and are pleased & pleasantly surprised by the concern & responsibility of personnel, Know they can find good service from Suria KLCC Personnel & spread the news about it, Continue to visit Suria KLCC and feel at home at Suria KLCC because of this, etc. - Key Words and Concepts to be repeated and emphasized using the Support Tools

THE LOOK & DESIGN DIRECTION - Colours: Royal Purple, White, Matte Gold - Look: Elegant, clear, readable, clean, trendy, modern, eye-catching, contrasting, interesting, corporate - Illustrations: Simple strokes and lines, strong & bold use of colour - Typefaces: Elegant, Corporate, yet Trendy THE SUPPORT TOOLS Training Reminders - Flash cards - 2 colours, name card size, back & front, English & BM Customer Service Patrol Pins - For all management personnel - Customer Service Pins (attached to front of shirts or on caps) Personnel Manual (General Reference Guide) - For all personnel of specific departments - Illustrations to depict examples - Handy-sized for easy reference (A5 size, 2 colours), Plastic foam with ring binder - Contents: 1. Introduction, 2. Messages from the Chairman & other heads of departments, 3. Purpose of book, how to use this book, 4. HR Contents as outlined by Suria KLCC, 5. Introduction of the 'Suria Way' with full colour reference to support tools, 6. Other contents as outlined by Suria KLCC & SB, 7. Acknowledgements, Notes, etc. Specific Manuals (for personnel of specific departments - Standard Operations Procedure) - Example: Customer Service Personnel Manual - Illustrations to depict examples - Handy-sized for easy reference (A5 size, 1 or 2 colours), wire-o bound - Contents: 1. Introduction, 2. Messages from the Chairman & the specific head of department, 3. Purpose of Book, how to use this book, 5. Training Modules (as outlined by SB) with illustrated examples of the 'Suria Way', 6. Follow-up Modules, Goals & End results, 7. Evaluation & Survey, 8. Other contents as outlined by Suria KLCC & SB, 9. Acknowledgements, Notes, etc.

Customer Service Reminder Novelty Item (for Frontliners) - Springing Item with bell to remind employees to give good service by 'springing' into action to solve customers' problems - To be attached to information / reception counter tables Training Completion Certificates - To give a sense of achievement (A4 size, 2 colours) Award Voting Box & Cards - Encouraging personnel to give importance to good service and care - Cylindrical-shaped metal or plastic with slot for voting card at top - Segmented pockets at base for voting cards - External: placed at information/reception counter booths for customers to vote - Internal: placed at reception counters for personnel to vote - Votes determine award receipients Award Pins - As a Contests & Quizzes Support Tool - Weekly, Monthly, Quarterly, Yearly Award Pins Award Boards - As a Contests & Quizzes Support Tool - Single board to be placed internally, possibly in training room - Current award receipients to be shown on smaller external board at main info/reception counter Other support tools - May be suggested A/I/7/01