Singapore Airlines

Service Excellence Programmes

service excellence

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:
1. Frontline staff
2. Support staff

Duration*: 1 day (8 hours)

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


*Duration may vary depending on scope

Professional Image

 
Target Audience
1. Frontline staff


Duration*: 1 day (8 hours)

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


* Duration may vary depending on scope

Effective Communication

 
Target Audience
1. Frontline staff
2. Support staff


Duration*: 2 days (16 hours)


Learning Outcomes:
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


* Duration may vary depending on scope

Handling Challenging Customers

 
Target Audience
1. Frontline staff
2. Team leads

Duration*: 2 days (16 hours)


Learning Outcomes:
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


*Duration may vary depending on scope

Customer Experience & Journey

 
Target Audience
1. Frontline staff
2. Support staff
3. Team leads
4. Executives

Duration*: 2 days (16 hours)

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


*Duration may vary depending on scope

Service Leadership

 
Target Audience
1. Team leads
2. Executives

Duration*: 2 days (16 hours)

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


* Duration may vary depending on scope



Find out more about Singapore Airlines Academy

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.