CPD II - Pei Ling

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. This may lead to

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