Singapore

Getting to the Art of the Heart of Service (in Singapore)

A condensed version of this article about service in Singapore was first published in The Straits Times, Singapore. I moved to Singapore in 1990 because I was inspired by the opportunity to help raise service standards in the nation and be part of the “Singapore story.” Manufacturing was migrating to lower-cost factories in China. Back-office …

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Discover “Many Memorable Experiences” at the Raffles Hotel in Singapore

The Raffles Hotel is a world-famous icon of uplifting service. In the early 1990s after a $100M renovation, the hotel reopened with a renowned General Manager, Ms Jennie Chua, a world-class executive team, and a new Mission Statement crafted during a weekend retreat with customer service expert Ron Kaufman. This original Mission Statement contained the …

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What is the gardener’s service secret at the Raffles Hotel in Singapore?

The world-famous Raffles Hotel in Singapore boasted an original and uplifting Mission Statement after a $100M renovation completed in 1991. Embedded in this original and empowering Mission are three words that qualify as an Engaging Service Vision: “many memorable experiences”. In this short video, customer service author and expert Ron Kaufman reveals the gardener’s service …

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Service in Singapore: It’s the Caring, Not the Caning

This article about service in Sinagpore was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Singapore is not known for being soft. On crime, drugs, graffiti, and corruption, the country is world-renowned for its tough stance, punishing offenders with fines, jail time, and yes, the occasional caning. But in the softer business of delighting customers, …

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Nobody Asked for Butterflies: Changi Airport

This article on Changi Airport was first published on Bloomberg Businessweek. (Copyright, Ron Kaufman) There you are, wandering through life, when suddenly someone does something unexpected for you. Instantly your heart thumps. Your face becomes flush. And your reality changes forever. I’m talking about the moment you experience butterflies. Human interactions fill our days. Some …

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Changi International Airport: The Start of a Journey to Discover Uplifting Service

Departing from the most awarded airport in the world—Changi International Airport in Singapore. This amazing service location does everything possible to deliver personalized, stress-free and surprising service to more than 40 million passengers each year. With more than 28,000 employees from over 200 organizations working together every day, they have built a powerful and rewarding …

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