Serving over 50 million visitors each year (more than seven times the national population), Singapore’s Changi Airport is one of the busiest in the world, and the first place where millions of visitors make their first and last impressions of this small island nation.
Due to the international influence of the airport’s day-to-day operations, Changi’s management invited service expert Ron Kaufman to help establish a curriculum for impeccable service. Foo Sek Min, Executive V.P. of Airport Management, explains, “Airports are typically stressful places. Our goal is to remove stress. And it doesn’t just happen with people. It must envelop the entire culture.”
