Singapore Airlines

remarkable customer service program

Customer - Empowerment

Customer Coproduction Customer plays an important role in the delivery of

service. Errors on part of the customer can also lead

to service failure.

Firms can rectify

such mistakes by :

• Redesigning process

• Incorporating tech

to aid customers.

Satisfying employees and customers

Positive

employee

attitude

Stronger

Customer

Loyalty

More Job

Satisfaction

and

Commitment

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