CPD II - Pei Ling

1. Introduction 1.1 Changi Airport Group Changi Airport became operational on 1 July 1981 and officially opened on 29 December 1981.  Currently, Changi Airport has four terminals and Project Jewel which is scheduled to be opened in April 2019. There are also upcoming plans to build Terminal five which will be bigger than Terminal two and three and would be able to handle up to 50 million passengers in the terminal alone (Tan, 2014). The Civil Aviation Authority of Singapore (CAAS) used to manage the airport until it was corporatised on 1st July 2009. CAAS was then restructured into two different entities comprising of Changi Airport Group (CAG) which oversees airport operations and CAAS overseeing regulatory issues (Tan, 2014)  Changi Airport is a world-class airport having won the best airport awarded by Skytrax for six consecutive years (Changi voted World’s, 2018). This means that it is essential for Changi Airport to continue delivering the best passenger experi...

Skills on Wheels is a good platform for students to learn more about communication and enrich their learning through the activities on the portal. I have chosen the modules “Converse with Confidence” and “Build Relationships” as I feel that these 2 modules would allow me to strengthen my interpersonal skills. The first module “Converse with Confidence” taught me to converse better with others. As mentioned previously, I am not very confident with speaking in public so I hope this would help me to gain more self-awareness and hone my skills on communicating effectively. The module has taught me to be truthful, observe and identify appropriate time to share relevant information as well as the topics we could use for small talks. Additionally, I learned how to manage differences in small group discussions using the 4 Cs. Although the information provided was comprehensive, I did not score full marks for some of the activities but I was able to review the answer...

1. Introduction 1.1 Definition of Service Excellence (GENERAL) 1.2 Changi Airport Group About CAG CAG’s definition of service excellence  Changi Airport is a world class airport having won best airport awarded by skytrax for six consecutive years (Channel news asia, 2018). This means that Changi Airport has the need to continue delivering the best passenger experience for all travellers. With a record of 65 million passengers passing through Changi Airport in 2018, this cements Changi Airport’s need to constantly improve on their service standards (Changi Airport, 2019).  2. Problem Identification Current practice and what problems it has Service gap  Changi Airport group aims to provide the best service to its passenger. However, there may be circumstances that are not within their control. For an instant, bad weather conditions may lead to a delay in transferring passenger luggage from the aircraft to the baggage conveyor belt. Th...

Dear Mrs. Rebekah, Thank you for your email in letting us know about your unpleasant experience in MSS Hotel. I am Pei Ling, the customer service manager of MSS Hotel. On behalf of MSS hotel, I sincerely apologise for the negligence in handling this situation and we appreciate you taking time to share your concerns with the hotel. We have clarified with Agoda regarding your complementary breakfast, and will rectify the miscommunication. MSS hotel will make the necessary refund to your account by the end of next week. Your feedback regarding our employee will be taken into consideration and we will take actions to improve on our service quality. MSS hotel will also take measures to reduce the discrepancy between the hotel and Agoda to provide a seamless experience for all our guests. As a form of appreciation for your feedback, we would like to offer you a 20% discount code (MSS20) on your next booking with our hotel. We hope that you will allow us to serve you better in the fut...

Dear Brad, I would be sharing about an interpersonal communication problem that occurred when I was working in an events management company. This incident happened when I was planning my first event. I had to plan an event consisting of an exhibition, seminars and classes to teach seniors how to use mobile phones and tablets. I would have to take charge of many different segments such as goodie bags, handling of tablets and phones, liaising with sponsors and client and logistics matters. When the event was passed on to me, I requested for an updated count of all the goodie bag items as well as the logistics list from my operations colleague, who will be named Eric due to confidentiality issues. Nearing the date of the event, the client emailed asking about the current count of the goodie bag items and I provided the updated numbers according to the list given by Eric. However, the client called immediately after and sounded annoyed as that was not the number c...