The person behind SCB’s elegant image

Those who have used the services offered by Siam Commercial Bank in Thailand may recall seeing employees in stylish purple uniforms waiting by the counter to service customers. The more than 20,000 SCB employees are dressed in attractive uniforms thanks to the careful planning of one person.

Today, Career SCB would like to introduce Wipapan “Bumm” Sakarapuntip.

The first step on the professional ladder

Wipapan informed us of her early professional experiences. “After finishing my degree in the field of education, I began working for SCB. I've done a little bit of everything and now I'm in charge of the Bank's uniforms and fixing the difficulties that arise when things like sizing are off.”

According to her job description, Wipapan was just another cog in a large organization, the significance of which would be appreciated only by a select few. However, after speaking with her, we learned that she takes great pride in her work and enjoys her time here because she appreciates the little things that others may take for granted.

Wipapan stated, "I think this role is essential because the uniforms that employees are required to wear during work reflect the identity and image of the firm. The members of our staff who interact directly with clients or recipients of our services are invaluable. It could be detrimental to the Bank's reputation if employees are unable to perform their jobs properly because of uniform malfunctions, such as a shirt that is too tight.

Service work challenges and how to address them

When asked about the hardest parts of her job, Wipapan stated, "The simple aspect is that it's a service job with a defined job description to distribute uniforms to staff. However, the challenge lies in the fact that there are tens of thousands of workers, all of whom have unique requirements. In light of this, we need to find solutions that can bring some level of contentment to everyone involved.”

One thing is guaranteed when working in service. Recipients of service calls by customers who are upset and want their problems solved often have a difficult time communicating. Instead of reacting emotionally, Wipapan opts to listen, gain perspective, and find workable solutions. She further explained, “Calls from concerned employees are par for the course in service industries. We need to hear them out, figure out what’s bothering them, and then do what we can to make it right. It is our duty to address any issues that arise, and offer explanations, no matter who is right and who is wrong.” Her response radiated peace because she always puts other people’s opinions before her own, regardless of whether they are right or wrong. After some prodding, Wipapan admitted, “Actually, I’m not an easy-going person. But that’s just the way life is, and I have to learn to live with it. It’s not that I lack emotion; rather, I’ve prioritized finding solutions. As for how I’m going to feel after that, I need to find a way to get past my feelings and any dreadful sensations as soon as possible.”

Inspiration that made her choose to continue on this path

When asked what motivates her to keep doing this work, Wipapan responded with self-assurance despite the fact that her profession requires her to deal with the emotions of others, which might lead to her own feelings of low self-worth. "I enjoy my job because I get to help others by responding to their inquiries and resolving their issues. People complaining may make their anger evident in the tone of their voice from the very first phone contact, but once I resolve the issue they are often in a pleasant mood and complimentary.”

Her responses illuminated the realities of working in customer service. That's the realization that even those with seemingly menial professions are important because they listen and contribute to finding solutions to issues.

Sincere expressions of thanks and appreciation are the finest way to recognize the employees who benefit from these services. This provides an incentive for them to keep providing their services to other workers. When we questioned Wipapan about why she continues to perform this job, she simply said, "It doesn't matter how many times I've been hurt by words. I'm always overjoyed and relieved when someone expresses gratitude or praise for me. That's what keeps me going every day."

Tips on how to use service to win hearts and minds

Finally, Wipapan would like to share some advice with those who, like her, have chosen a path of service. "When dealing with a service job and feedback, we should listen, understand, and solve the problem first. If we feel bad, we should try to let go of that feeling quickly because if we stay in that emotion for too long, we and those around us will feel bad. If someone else calls to report a new problem and we get upset, and they haven't done anything wrong, why make them feel bad? With each line comes a fresh start. Pretend like the next call you receive is your first of the day.”