Assessment task 2

Outcome covered 2

Customer service
Nowadays Customer service is very important for every industry. Customer series a
key driver of business success. Customer service is the act of taking care of the customer’s
needs by providing and delivering professional, helpful, high quality service and assistance
before, during, and after the customer’s requirements are met. Customer service is meeting
the needs and desires of any customer. Some characteristics of good customer service
include: Promptness, Politeness, Professionalism and Personalization.

Start Date - 1 May 1947

Profile of Singapore Airlines and the reason choosing this organization

Singapore Airlines is the national airline of Singapore and a major carrier in the
Pacific region with routes to Europe and North America. It is known for unparalleled
customer service as well as for continuing efforts to upgrade its aircraft and technology.
Based at Singapore Changi. Singapore Airlines includes many airline-related subsidiaries.
Singapore Airlines believes in helping all employees achieve their full potential. Singapore
Airlines operates an extensive network across Asia. Singapore Airlines (SIA) considers itself
a "premium" airline. It prides itself on quality service, differentiating itself from its fast-growing
low-cost peers (Nikkei, March 2, 2020). Singapore Airlines is a full-service airline. Depending
on your flight you'll be served breakfast, lunch and/or dinner (from customer feedback,
2015). You can then choose your meal if you have special requirements (from customer
feedback, 2015). The reason I choose this organization because of full-service and
customer care.

The suitability of the standards for customer care which have been
set by Singapore Airlines
Customer care strategy
Strategic management refers to the management of the strategies of the
organizations in order to achieve their targets, goals and objectives. Singapore Airlines has
been always focused on implementing the right strategies in their business. These include
improving operational efficiency, cost control, and service quality. These strategy areas are
what is helping the brand to spell success.

Customer service plan

Singapore Airlines will provide prompt refunds after receiving a complete refund
application, where ticket refunds are due – within seven business days for credit card
purchases and within 20 business days for purchases made by cash or check - including
refunds for fees charged to a passenger was unable to use due to a flight cancellation or
over sales situation.

Singapore Airlines shall accommodate customers with disabilities as required by 14

CFR Part 382 and other special needs customers, including during lengthy tarmac delays.
This will include:
 Wheelchairs assist for transit between.
 Boarding assistance;
 while in the airport and on the plan focus knowledge versus seats for certain medical
needs, such as medical portable electronic devices.
 Singapore Airlines shall notify consumers in a timely manner of changes to their
travel itineraries.
 Singapore Airlines shall ensure responsiveness to customer complain.

Mission Statement
Singapore Airlines is a global company dedicated to providing air
transportation services of the highest quality and to maximizing returns for the benefit
of its shareholders and employees. We strive for the highest professional standards
in our work and aim to be the best in everything we do.

Improvement of customer care in Singapore Airlines

Proposals

Choosing your air cabin crew attendants should process the following skills:

 Good communication and interpersonal skills.

 The ability to work well as part of a term but also use own initiative.
 Problem solving skills.
 Ability to remain calm under pressure and in emergency situations.
 Good literacy and numeracy skills.
 Confidence.
 Flexibility.
 Physical fitness.

Training and Development

If you want to improve the effectiveness of your employee training and

development program, you first need to measure it. To improve your corporate
training program, make it a habit to monitor your training analytics. This will help you:

 Get a feel of the overall progress of your training program,

 Identify and fix skill gaps,
 Spot problems in your courses (e.g., lessons that are extremely hard),
 Identify aspects of your training program that could be improved,
 Recognize and reward training effort,
 Discover your top talent.
(By Nikos Andriotis, 2018)
Recruitment and Selection

Finding the best possible people who can fit within your culture and contribute
to your organization is a challenge and an organization is a challenge and an
opportunity. Keeping the best people, once you find them, is easy if you do the right
things right. The ideas provided will help you with successful employee recruitment.
These specific actions will help you with recruiting and retaining all of the employee
talents that you need. These ten practices will serve you well when recruiting
employees. (Heathfield, 2019)
1. Copyright Best job interview (2020). Customer Service. best-Job-Interview.
[online] Available at: https://www.best-job-interview.com/definition-of-
customer-service.html
(Accessed:6, March,2020)

2. Customer service plan (n.d). customer service plan. singaporeair.

[online] Available at: https://www.singaporeair.com/en_UK/us/travel-info/customer-
commitment/customer-service-plan/
(Accessed:7, March,2020)

3. My Job Search (n.d). Careers of cabin crew. myjobsearch.

[online] Available at: https://myjobsearch.com/careers/cabin-crew.html
(Accessed:7, March,2020)

4. Andriotis Nikos (2018). Training and Development. elearningdustry.

[online] Available at: https://elearningindustry.com/ways-improve-your-corporate-
training-program
(Accessed:8, March,2020)

5. Heathfield Susan M (2019). Recruitment and selection. thebalancecareers.

[online] Available at: https://www.thebalancecareers.com/possible-pay-check-
deductions-4774200