The 'Friendliest Airport in the World'

Ron Kaufman

Visitors: 142

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.

Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality customer service. He is author of the bestselling “UP Your Service!" and founder of “UP Your Service College". Visit for more such Customer Service articles, subscribe to his Newsletter, or to buy his bestselling Books, Videos, Audio CDs on Customer Service from his secure Online Store . You can also watch Ron live or listen to him at .


Article Source:

Rate this Article: 
Simple, Fast, and Affordable Ways to Enhance Your Chevy Available at Your ..
Rated 4 / 5
based on 5 votes

Related Articles:

Can You Guess The Busiest Airport In The World ?

by: Jez Rourke (March 11, 2008) 
(Travel and Leisure/Airline Travel)

Dubai Airport Hotels For a World Class Experience

by: Nancy E Eben (June 26, 2008) 
(Travel and Leisure/Hotels Accommodations)

Friendliest Student Loans Consolidation Rate That You Will Enjoy

by: Peter Barlowe (July 03, 2008) 
(Finance/Student Loans)

Why Airport parking and Airport hotel Comparison Sites make Life Easier?

by: David Cook (October 29, 2010) 
(Travel and Leisure)

TripAdvisor Names Cancun Real Estate ‘Friendliest Tourist City’

by: I P M (February 08, 2013) 
(Travel and Leisure/City Guides and Information)

Logan Airport Parking - Boston Airport Transportation Options

by: Dee Cohen (December 31, 2006) 
(Travel and Leisure)

Don’t Leave Your Airport Parking or Airport Hotel to the Last Minute

by: David Cook (April 05, 2011) 
(Travel and Leisure/Airline Travel)

Belfast City Airport has Officially Changed Its Name to George Best Airport

by: Michael Hanna (May 24, 2006) 
(Travel and Leisure/Aviation)

Book a Taxi Online to the Hyderabad Airport and Bangalore Airport

by: Pranay Deepak Rupani (August 28, 2008) 
(Travel and Leisure/Car Rentals)

Simple, Fast, and Affordable Ways to Enhance Your Chevy Available at Your ..

by: Joe Thompson (October 03, 2005)