adsLast week, we started the conversation on your people as your brand. As a service provider, the members of your staff who deal with customers represent your organisation, QW, and they must be given the best treatment, especially because of your customers. They must be trained to be courteous, caring, empathetic, emotionally intelligent and sensitive to the needs of the clients. Your investment in the people who carry your brand to the customer will be seen by all, and whatever that investment is, the customer experience will reflect it.
Singapore Airlines has been widely regarded as the world’s best airline for decades. The Singapore Airlines brand was built, in large measure, on the ‘Singapore Girl’, the flight attendant who became the most recognisable service icon in commercial aviation. What most people do not know is the rigour behind that icon. Singapore Airlines invests approximately four months in training a cabin crew member before they ever step on a commercial flight. The training covers not just safety procedures and service protocols but also cultural sensitivity, emotional intelligence, and the art of reading a passenger’s state of mind.
Your staff presentation is not vanity but a strategy.
