SIRS is proud to be appointed as the training partner of Changi Airport Group (CAG) with effect from November 2009.

Changi Airport Group (CAG) aims to create a “Changi-Class” experience for all customers: one that encompasses seamless and efficient operations at every touch-point, friendly and personalised service rendered by every service staff, cutting-edge and innovative terminal facilities that augment the entire experience within the airport.

Changi Airport Group is one of the three entities participating in Singapore’s Go the Extra Mile for Service movement, also termed GEMS Up to transform Singapore’s service delivery mooted by Spring Singapore. Together with 1,000 CAG staff, the Group will be working with 9,000 of CAG partners’ frontline staff such as Immigration, Customs and Airport Concessionaires to ensure a truly “Changi-Class” service experience.

Changi Airport Group provides a comprehensive QSM programme for all airport concessionaires. The QSM framework plays an important role in ensuring that all airport frontline staff understand the importance of quality service and deliver it to all customers, and encompasses the following:

All frontline staff attend a one day QSM training programme when they first join to familiarise themselves with CAG service culture and airport environment. Additional customer service training is held at regular intervals to build up staff service competency and skills.

CAG also organises field trips for airport partners to organisations with excellent customer service such as The Ritz Carlton, Singapore Airlines and overseas learning trips to Hong Kong and Japan.

A reward system, co-funded by CAG and airport concessionaires, is in place to incentivise frontline staff who deliver exceptional service. Results from monthly mystery shopper audits determine if frontline staff are awarded bronze, silver or gold rewards. On a quarterly basis, outstanding outlets and individuals are voted to win best service awards and can win up to $1,000 shopping vouchers and a plaque.

At Changi Airport, frontline staff can avail themselves to talks, activities and the staff lounge facility, all at no charge to airport concessionaires. The newly opened staff lounge in Terminal 2 provides staff a place to rest and relax during breaks; dining area, rest area, hot water dispenser, vending machines, internet stations, television and handphone charging stations are provided. Grooming workshops, health screenings and laughter workshops are some of the activities that have been well received.

Together with SIRS and WDA, CAG is proud to bring customer service training to the doorstep of the airport concessionaires.

All the training programmes are conducted at the airport for the convenience of the concessionaires. CAG will bear the course fee for all frontline staff if they successfully complete each training programme.

Training Courses	Target Group
Provide GEMS Service(16hrs)*	New or existing staff who have not attended any training at Changi Airport
Deliver Service Excellence(16hrs)*	Existing staff who have attended SMILE customer service training

*Customised to Changi Airport Group’s service standard. Courses will be conducted in 4-hour sessions.

Course Outline of Provide GEMS Service

Course Outline of Deliver Service Excellence

Training Schedule for 2009/2010

Course Registration Template

To register for courses, please download the course registration template and email the completed form to cagtrg@sirs.edu.sg