Monday, February 5, 2024
In acknowledgment of exceptional service to passengers, the Annual Airport Celebration awards ceremony at Changi Airport highlighted individuals who embody the core values of the Changi Service DNA, going above and beyond to enhance the passenger experience.
A total of 21 service awards, along with recognition for a distinguished partner organization, were presented across five categories, including distinctions such as ‘Service Personality of the Year,’ ‘Service Partner of the Year,’ ‘Outstanding Service Staff of the Year,’ ‘Outstanding Custodial Staff of the Year,’ and ‘Outstanding Service Team of the Year.’ Minister for Transport, Mr Chee Hong Tat, presented the top two awards, marking a moment of distinction and recognition for their outstanding contributions to service excellence.
Recipients were selected for their exceptional dedication that surpassed regular duties, showcasing initiative, resourcefulness, care, and creativity in handling challenging situations. The meticulous selection process also considered notes of appreciation and feedback from passengers, further emphasizing their exceptional impact on the Changi service experience.
An Exceptional Two-Week Gesture of Compassion
On December 22, 2022, Certis Aviation Security’s Service Operations Executive, Haresh S/O Chandran, displayed extraordinary care and compassion in response to an urgent call about an elderly German passenger who had fallen. Haresh escorted the injured passenger and her husband to the airport clinic for a thorough examination. As the passenger needed further medical treatment at the hospital, Haresh arranged for an ambulance and informed the airline about their situation. Haresh’s dedication extended beyond work hours, visiting the couple regularly at the hospital, providing thoughtful gestures and support, including arranging accommodation for the husband’s extended stay and repairing his mobile device. To uplift their spirits, Haresh even celebrated Christmas with the couple, bringing festive joy to them. When the passenger was ready for discharge, Haresh ensured a smooth journey home, coordinating with the doctor to submit essential medical documents to the airline for special assistance during their flight.
Haresh’s commitment is rooted in empathy, shaped by his personal challenges with dyslexia, and inspired by the support he received from loved ones and mentors. In recognition of his extraordinary two-week commitment extending beyond Changi Airport, Haresh is honored as the ‘Service Personality of the Year’ for 2023.
A Transformative Journey in Elevating Customer Service
P-Serv Pte Ltd (P-Serv) was named ‘Service Partner of the Year’ at this year’s award ceremony. Despite operating with a leaner staff compared to the pre-pandemic period, P-Serv embraced Changi’s vision, nurturing a versatile workforce while leveraging technology to enhance staff productivity and deliver added value to passengers.
During the pandemic, P-Serv collaborated with Changi Airport to enhance the passenger experience and operational efficiency. The introduction of Virtual Changi Experience Agent (vCEA) services and Chatbot Max expanded passenger outreach by nearly 40%, offering contactless yet personalized assistance. As travel rebounded, P-Serv played a key role in implementing Integrated Customer Care (ICC), seamlessly integrating customer handling functions, boosting productivity by 30%, despite a reduced workforce. During the training of staff for ICC deployment, P-Serv broadened its multilingual support services to encompass over 20 languages, guaranteeing passengers a “home away from home” experience. Additionally, with the reintroduction of the Changi Service Ambassador (CSA) volunteer program, P-Serv provided complimentary knowledge training and mentorship, fostering collaboration between CSAs and CEAs.
Over the years, P-Serv has closely collaborated with Changi Airport to innovate and transform service delivery. These innovations not only preserve the personal touch in service but also enable P-Serv to expand its capabilities, upskill its staff, and efficiently serve more passengers through cutting-edge digital platforms. Through this transformative journey, P-Serv focuses on growing a highly skilled workforce, ensuring that its people are equipped to deliver an elevated service experience to more passengers.
Sunday, April 28, 2024
Sunday, April 28, 2024
Sunday, April 28, 2024
