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Singapore Airlines Flies High Thanks to Its Customer Service by mathu heden
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Singapore Airlines Flies High Thanks to Its Customer Service |
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Travel & Tourism
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Profitable every year since the beginning, Singapore Airlines (SIA) frequently wins international awards for top service and in-flight quality. Here's how they do it: * Lucidity and Commitment. SIA's focus upon its client service culture is clear. The mission statement and core values create, without any question, that quality service is an elemental aim and aspiration of the airline. Each serious problem, query or call is considered given the dedication to providing a first class client service culture. * Constant Coaching . Coaching isn't a one off affair in this client service culture. SIA understands that daily purchaser contact can be tiring and that shopper expectancies are always rising. To meet this challenge, 4 coaching divisions in the company ( Cabin Crew, Flight Operations, Commercial and Management Development ) offer a large range of instructional programs to brace the consumer service culture. Whether in the lecture room, through large scale simulations or on the job, SIA workers are ceaselessly galvanized to upgrade, uplift and improve their performance and defend the consumer service culture. Coaching to build the client service culture isn't conducted just during powerful industrial times. Even in the recessions, SIA's investment in coaching and building its client service culture goes on. This gives the airline a twofold advantage. First, it permits SIA to leap ahead in quality service when other carriers cut back. 2nd , it demonstrates to all SIA staff that continuing learning and improvement are vital elements for success, not just nice-to-have bonuses. * Career Development. SIA staff are constantly gauged for performance and potential. High-flyers ( high-performance and potential ) are identified early and given each chance to learn and grow in the corporation's client service culture. Senior chiefs are really developed with frequent revolution through top positions in the company. This leads directly to a managing team with great breadth and depth, with a shared experience of "the huge picture," and with a dedication to do what's best for the clients and the business, not only for one dep. or another. * Internal Communication. SIA is a sizeable organisation, with over 28,000 staff ( including subsidiaries ) found around the planet. Folks from various cultures work in partnership to produce a continuous and regularly positive shopper experience. In the pilot pool alone more than twenty-five nations are represented! To keep everybody on the same wavelength and strengthen the client service culture, SIA publishes a selection of dept newsletters, internet sites and an once per month company-wide mag. Regular dialogue sessions between management and staff keep communication flowing. A programme called "Staff Concepts in Action" guarantees that new ideas for improvement are continually put forward to build the consumer service culture. Semi-annual business conferences provide another forum for sharing and gauging ends up in sales, promoting, yields and consumer satisfaction levels in this client service culture. * Consistent External Communication. Whether or not their advert is about new destinations, new aeroplanes, onboard cuisine, or new seats and entertainment services, the mythical "SIA Girl" is almost always featured. Why? Because the base line for SIA isn't the plane, seat, entertainment or destination. The base line is delivering fine quality service, and the "SIA Girl" is the brand identity, the embodiment of that service and the corporation's client service culture. Naturally everybody knows it takes the whole SIA team to supply glorious service, but showing an image of a smiling engineer, a good pilot or a genial phone reservations agent wouldn't carry the same consistency in external communication : The "SIA Girl" represents excellent quality service and is the face of the corporation's consumer service culture. In the airline's external communication, she's always there. If you want to get more information about Singapore Airline and also about Delhi New York Flights then visit our website.
Related Articles -
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