The way to service excellence

We’ve already seen that Singapore Airlines delivers a excellent service. A proof of that is that they won over a hundred awards, in all kinds of categories. You may ask yourself: how do they obtain such an excellent service?

First, there is the selection of the personnel. This is a very severe procedure. Singapore Airlines (SIA) only hires people who enjoy serving others. After this selection, the applicants who are found appropriate for the job, get a lot of training, in order to become some of the best flight attendants in the world. SIA puts a lot of time, money and energy is this process, but in my opinion, it’s money well spent.

Moreover, they pamper the passengers. Flying with Singapore Airlines is not only transportation, but also delight. This includes: excellent food, warm towels, cocktails, free movies, music, internet connection, custom-built seats, cashmere blankets and many more…

Finally, SIA pays attention to the needs of the customers. It conducts a survey from time to time, which it uses to improve their service.

SIA really is an example of a great service excellence.

Tim Van De Walle
(source)