19-10-2012, 03:28 PM
Singapore Airlines
Singapore.pptx (Size: 587.84 KB / Downloads: 41)
Summary
SIA used every opportunity to improve its customer service on ground, by using improved technology.
Reservations
Check-in services
Online information on flight status and schedules
Introduced the electronic ticketing in October 1997
Frequent flyer program – Krisflyer
SIA’s differentiation strategy was based on in-flight service.
Best food served with warm smiles
Personal attention
Gave its First class and Raffle (business) class passengers an opportunity to have their preferred dishes on the journey, on prior notice to the airline
SIA crew always had a “ready to do” attitude and they went out of their way to satisfy passengers
The seats were designed to be comfortable and restful
The airline also provided sleeper suits and toiletry kits for a comfortable journey.
Customer Interface
Fulfillment and support(competes, services)
Quality Control System ,training
1 flight attendant-22 seats, instant noodles
In flight entertainment
Information and Insight
Relationship dynamics
Pricing structure