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)
Learning Outcomes:
*Duration may vary depending on scope
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
Professional Image
Target Audience
Duration*: 1 day (8 hours)
Learning Outcomes:
* Duration may vary depending on scope
1. Frontline staff
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
Learning Outcomes:
* Duration may vary depending on scope
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
Learning Outcomes:
*Duration may vary depending on scope
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
Duration*: 2 days (16 hours)
Learning Outcomes:
*Duration may vary depending on scope
1. Frontline staff
2. Support staff
3. Team leads
4. Executives
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
Duration*: 2 days (16 hours)
Learning Outcomes:
* Duration may vary depending on scope
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
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.
