How Does Singapore Airlines Fly So High?
As a professional speaker, I often share stories and examples about companies that deliver great service. One company that’s easy to talk about is Singapore Airlines. Profitable every year since the beginning, Singapore Airlines (SIA) frequently wins international awards for top-flight quality and service. Here’s how they do it: Clarity and Commitment. SIA’s focus on service is completely clear. The mission statement and core values establish without question that quality service to customers is a fundamental objective and aspiration of the airline. Every major issue, question or decision can be considered through the prism of this commitment to providing world-class customer service. Continuous Training. Training is not a “one time affair.” SIA understands that daily customer contact can be draining, and that customer expectations are on the rise. To meet this challenge, four training centers within the company (Cabin Crew, Flight Operations, Commercial and Management Development) off
