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 The
‘Friendliest Airport in the World’
Singapore’s
Changi Airport has been rated #1 in the world so many
times the trophy cabinet is bulging.
They’ve hit #1 in efficiency, speed, shopping,
security, safety and ease of use.
But the category called ‘courtesy and friendliness’
has eluded Changi Airport’s capture. This is not
surprising, perhaps, given that the local culture has
grown in a city known more for ‘trading and exchanging’
than ‘providing gracious warmth and hospitality’.
Now the airport is facing this challenge head-on. The
depth and magnitude of commitment are impressive: a
brand new ‘service promise’ with high impact
launch program for 7,000 staff, customized full-day
training for 3,000 frontline staff members, monthly
courtesy awards, customer feedback kiosks, service improvement
contests, mystery traveler audits, constant reminders
for staff (and customers) with posters, badges and banners,
newsletter articles, special announcements and more.
This is total
commitment, typical of Singapore Changi Airport. With
such intensity and clarity of focus, the program will
surely work.
Key Learning Point
Changing a culture
takes time and effort, energy, creativity and focus. It's
not a project to do halfway, not for the half-hearted.
Action Steps
What upgrade or
improvements are you working on right now? Are
you doing everything you can to really make it
happen? Need some inspiration? Come visit Singapore's
Changi Airport.
Next Article in Customer Service Guarantees >>
What is 'Legendary Service'?
First Article in Customer Service Improvement >>
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