Delivering quality service requires understanding the needs of our customers, listening to feedback and a dedication to continuous improvement. Key to this is cultivating a motivated workforce to continuously drive service excellence within the organisation.
At Changi Airport, we spell service with a capital “I”. We believe every member of our service workforce has the ability to deliver excellent service. Quality Service Management efforts thus underscore the importance of a highly effective service team that is well-trained and equipped to exceed the expectations of our customers.
By internalizing the Changi Service DNA, our service team will be able to consistently deliver a Changi Experience that is Personalised, Stress-Free and Positively Surprising.
CHANGI Service DNA
We believe all partners in our airport community must understand the elements that make up the Changi Service DNA and align themselves towards the goal of providing quality service. The elements expressed in the Changi Service DNA will foster a stronger service culture and guide the service team in their interactions with our customers at all touch-points.
Our Changi Service DNA is:
The 3 key thrusts of Quality Service Management efforts are underpinned by the Changi Service DNA. It focuses on fostering customer-centricity in all our activities. These are:
- Service-Process Management
Changi Experience is by design and not by chance! This involves rethinking, redesigning and realigning airport processes to meet the growing expectations of the customers. We are steadfast in creating a Changi Experience that brings delight to the customers we interact with, and to achieve a consistent level of service in our daily operations.
- Learning & Development
People competencies are imperative in the development of a successful service organisation. We are determined to train and equip our workforce to deliver excellent service to each and every customer.
Emphasis is put into inculcating the Changi Service DNA to all new staff joining the Changi family. Our core service skills training programme is designed to equip every individual with the skill sets to deliver the Changi way of service. Continuous learning efforts are an integral part of the learning and development roadmap for all airport staff.
- Service-Driven Initiatives
Feedback from our customers sets the foundation for the work we do. We listen to what our customers are telling us and seek to improve our service standards. Through our service-driven initiatives, we seek to connect, communicate, commend and collaborate with our airport community to drive service excellence. These initiatives address the following:
a) Creating a high level of Service Awareness
b) Promoting every individual’s contribution through Awards and Recognitions
c) Seeking out collaborative opportunities through Agency Engagement
We reward our service workforce for their good service; exemplify their excellent service acts and encourage a sense of responsibility for group or team performance.
We work with our airport partners to ensure all our customers enjoy a delightful and unforgettable Changi Experience.