Singapore Airlines
Service Excellence Programmes
The skillsets in our service excellence suite have enabled our employees to delight customers throughout their journeys, on the ground and in the air.
Now, you can discover how exceptional service can be consistently delivered – and how it’s achievable for your team, business, and organisation.
Here are some of the Service Excellence programmes that we offer:
Service Mindfulness & Awareness
Target Audience:
Duration*: 1 day (8 hours)
*Duration may vary depending on scope
Learning Outcomes:
1. Frontline staff
2. Support staff
Duration*: 1 day (8 hours)
*Duration may vary depending on scope
Learning Outcomes:
1. Appreciate the importance of providing service excellence
2. Align your service beliefs with organisational values
3. Adopt a customer-orientated mindset
4. Demonstrate attributes of a Service Professional
Professional Image
Target Audience
Duration*: 1 day (8 hours)
* Duration may vary depending on scope
Learning Outcomes:
1. Frontline staff
* Duration may vary depending on scope
Learning Outcomes:
1. Appreciate the importance of a projecting a professional image
2. Align your professional image with organisational guidelines
3. Practice appropriate self-grooming techniques
4. Create a positive and lasting impression
Effective Communication
Target Audience
1. Frontline staff
2. Support staff
Duration*: 2 days (16 hours)
* Duration may vary depending on scope
1. Appreciate the importance of the communication process
2. Use appropriate techniques to communicate effectively
3. Build connections through emotional intelligence and active listening skills
4. Communicate with sensitivity across cultures
Course Dates for Open Runs:
1. 28 & 29 November 2022
Handling Challenging Customers
Target Audience
1. Frontline staff
2. Team leads
Duration*: 2 days (16 hours)
*Duration may vary depending on scope
1. Display warmth and empathy in interactions
2. Respond tactfully and politely in difficult situations
3. Apply conflict de-escalation techniques
4. Build customer loyalty with effective service recovery actions
Course Dates for Open Runs:
1. 10 & 11 November 2022
Customer Experience & Journey
Target Audience
Duration*: 2 days (16 hours)
*Duration may vary depending on scope
Learning Outcomes:
1. Frontline staff
2. Support staff
3. Team leads
4. Executives
4. Executives
Duration*: 2 days (16 hours)
*Duration may vary depending on scope
Learning Outcomes:
1. Appreciate your role and contribution in the customer journey
2. Recognise the linkages between customer touchpoints
3. Develop actions to address unique needs in each customer persona
4. Think creatively about improving the customer experience at your touchpoint
Course Dates for Open Runs:
1. 27 & 28 October 2022
Service Leadership
Target Audience
Duration*: 2 days (16 hours)
* Duration may vary depending on scope
Learning Outcomes:
1. Team leads
2. Executives
Duration*: 2 days (16 hours)
* Duration may vary depending on scope
Learning Outcomes:
1. Appreciate your role in leading service teams
2. Encourage customer-centric creativity in service
3. Develop strategies to empower your team
4. Evaluate and improve service quality
Find out more about our Innovation & Digital Programmes
Find out more about our Operational Excellence Programmes
To find out more about this and other programmes contact us at theacademy@singaporeair.com.sg.
