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A Customer’s Journey –Singapore International Airlines
Section 1:
Singapore airlines deals with thousands of passengers every single day, when one situation arises, dealing with that certain situation should be compared, related and confirmed with previous history and events to ensure the most swift and efficient response and action. When Paul Denver walked in to Newark airport with his family, and sick daughter, Singapore airlines was very helpful and empathetic. Using emotional connections instead of blind automatic function she took appropriate action to ensure the comfort and success of the family’s flight. She did an excellent job, went through all the correct channels to ensure this success. However during the flight it can be noted that some actions were taken very automatically and without much present thought. Paul Denver was fast asleep when the stewardess woke him up with no apology to deliver champagne. She should have been more courteous and thoughtful asking his wife who was awake first for permission. She did however without hesitation make up for her mistake buy bringing games for their ill daughter Allie. Both parents were very grateful for that generosity. The entertainment on the flight was very accommodating all passengers including the twins in economy had full access to this amenity. In terms of one of their main pillars of customer service, treating customers as employers rather than nuisances, they excelled on the first leg of the trip. All issues in that first leg were essentially negligible or quickly resolved.
Women are not treated with the same level of respect as men who can retire at 62 compared to women who must retire by 35, given the hope they can even find a job in a department within the airlines which is somewhat difficult.
On their return leg of the trip with Singapore airlines they had a different experience. Unfortunately Allie had grown more sick, and this time around they had not fixed their seat allocation
Section 1:
Singapore airlines deals with thousands of passengers every single day, when one situation arises, dealing with that certain situation should be compared, related and confirmed with previous history and events to ensure the most swift and efficient response and action. When Paul Denver walked in to Newark airport with his family, and sick daughter, Singapore airlines was very helpful and empathetic. Using emotional connections instead of blind automatic function she took appropriate action to ensure the comfort and success of the family’s flight. She did an excellent job, went through all the correct channels to ensure this success. However during the flight it can be noted that some actions were taken very automatically and without much present thought. Paul Denver was fast asleep when the stewardess woke him up with no apology to deliver champagne. She should have been more courteous and thoughtful asking his wife who was awake first for permission. She did however without hesitation make up for her mistake buy bringing games for their ill daughter Allie. Both parents were very grateful for that generosity. The entertainment on the flight was very accommodating all passengers including the twins in economy had full access to this amenity. In terms of one of their main pillars of customer service, treating customers as employers rather than nuisances, they excelled on the first leg of the trip. All issues in that first leg were essentially negligible or quickly resolved.
Women are not treated with the same level of respect as men who can retire at 62 compared to women who must retire by 35, given the hope they can even find a job in a department within the airlines which is somewhat difficult.
On their return leg of the trip with Singapore airlines they had a different experience. Unfortunately Allie had grown more sick, and this time around they had not fixed their seat allocation