Submitted by D. D. Daruvala – the Managing Director of DFS Solutions an Occupational Safety, and Management Consulting Company
I’ve often found myself at the receiving end of subpar customer service, where the experience ranges from indifferent to downright lousy.
However, my recent journey with Singapore Airlines was a shining exception. From the moment I checked in, the experience was nothing short of exceptional.
It all began at the baggage check-in, where the process was swift and efficient. When I realized I needed additional luggage labels, the staff provided them without hesitation, making what could have been a minor inconvenience disappear in an instant.
With everything handled so smoothly, I had time to browse the duty-free shops before heading to the Silver Kris Lounge—a haven for Singapore Airlines Business Class passengers. Despite the lounge being quite busy, everything was impeccably organized. I easily found a comfortable spot to relax and enjoy breakfast. The lounge catered to a variety of needs, whether you wanted to rest, catch up on work, or simply savor a delicious meal.
As the time to board approached, I made my way to the gate. Business and First Class passengers were given priority boarding, and a steward guided me to what would be my cozy home for the next 16 hours. Within minutes of settling in, a flight attendant named Cheryl introduced herself. “Mr. Daruvala, my name is Cheryl. I’ll be taking care of you throughout the flight. If there’s anything you need, please don’t hesitate to ask.”
Cheryl had already reviewed my pre-ordered meal, Lobster Thermidor, and double-checked everything to ensure it was perfect. She asked what drink I’d like with my meal and made it clear that if I wanted anything beyond the standard appetizers and main course, it would be provided at any time. Throughout the flight, other crew members who weren’t assigned to me still made an effort to check in, ensuring everything was to my satisfaction.
Shortly after takeoff, I encountered issues with the in-flight Wi-Fi. While it was frustrating, the crew’s positive attitude made all the difference. They took my phone and spent time troubleshooting the issue, and although the problem wasn’t entirely resolved, their world-class attitude and genuine efforts made me more forgiving. They treated me like I was their CEO, addressing me by name and making me feel like I was their most valued passenger.
When we landed in Tokyo for a layover, I checked into the United Lounge since there was no Silver Kris Lounge available. On the next leg of the journey, I encountered a particularly difficult passenger who felt entitled to everything. When he placed his bag in my compartment, the steward politely handled the situation by offering to move it for him. Despite the man’s rude behavior, the crew remained calm and courteous, displaying incredible patience that didn’t go unnoticed.
Before takeoff, another flight attendant introduced herself and made sure I knew she was there to assist me with anything I needed. As the flight progressed, the crew continued to go above and beyond, even preparing an alternative Wi-Fi code when I woke up two hours before landing. Problems may arise, but sincere and attentive service can make all the difference.
The return flight to Singapore was equally smooth, with the cycle of excellent customer service repeating itself. With service like this, who wouldn’t want to come back for more?
Strategies that Turn It Around:
- Personalized Attention: Addressing customers by name and showing genuine interest in their needs creates a lasting positive impression.
- Problem-Solving Attitude: When issues arise, focus on sincere efforts to resolve them. Customers value honesty and a willingness to help over perfection.
- Consistency in Service: Delivering consistent high-quality service across all touchpoints ensures customers feel valued and keeps them coming back.
Remember: Exceptional service isn’t just about meeting expectations—it’s about creating moments that make customers feel valued, respected, and eager to return.