Back to top
Response to "Chinese Customs wins with charm offensive" (Straits Times, 27 November 2007)
ST Forum
Tabs kept on service levels at Changi Airport
369 words
7 December 2007
Straits Times
English
(c) 2007 Singapore Press Holdings Limited
WE THANK Mr Ng Zhou Yang for his feedback, 'Chinese Customs wins with charm offensive' (ST, Nov 27).
The Civil Aviation Authority of Singapore (CAAS) and airport agencies, such as the Immigration & Checkpoints Authority (ICA) and Singapore Customs (SC), monitor the level of service rendered by frontline staff at Changi Airport constantly.
For example, CAAS recognises and rewards airport frontline staff who provide good service, to encourage staff to go the extra mile. In addition, airport-wide campaigns and training programmes are conducted to train and motivate frontline staff to provide good customer service.
Both SC and ICA are committed to service excellence without compromising on security. As Singapore's ambassadors, ICA officers are mindful of the need to project an efficient and professional image while carrying out their core functions in security. We apologise if the officer mentioned in Mr Ng's letter had inadvertently come across as impolite. We have taken note of the feedback and will remind our officers to provide a courteous and friendly service to all travellers.
We note that Mr Ng's letter mentioned Singapore Customs, and would like to clarify the roles of SC and ICA.
SC officers at checkpoints provide services to people who wish to pay duties or GST, and investigate cases of wrongful declaration and smuggling. At Changi Airport, they also provide the additional service of processing GST refund applications from tourists.
On the other hand, the ICA officers at checkpoints are primarily responsible for the security of Singapore's borders against the entry of undesirable persons, cargo and conveyances.
Members of the public who wish to provide feedback on Changi Airport or the services provided by ICA or SC can do so as follows:
Changi Airport: http://www.changiairport.com
ICA: http://www.ica.gov.sg
E-mail: [email protected]
SC: http://www.customs.gov.sg
E-mail: [email protected]
Foo Sek Min Director (Airport Management) Civil Aviation Authority of Singapore
Kelly Lim (Ms) Head Public & Internal Communications for Commissioner Immigration & Checkpoints Authority
Chew Lai Leng (Mrs) Head Corporate Communications for Director-General of Customs Singapore Customs
ST Forum
Chinese Customs wins with charm offensive
266 words
27 November 2007
Straits Times
English
(c) 2007 Singapore Press Holdings Limited
[by]g Zhuo Yang [/by]
I AM concerned about the customer service in Changi Airport.
Last week, I returned from an immersion trip to China and I was startled by the difference in the treatment that I got in the airports of China and Singapore.
In China, Customs officers displayed wide smiles, offered polite greetings once a traveller approached the counter, and took the effort to strike up a short conversation.
Before one dismisses this as a facade put on by Beijing Airport staff with the 2008 Olympics around the corner, let me hasten to add that even the staff at the domestic airport of Changchun, a city which some Singaporeans might not have heard of, showed such high enthusiasm in their work.
The treatment I got while clearing Singapore Customs was utterly different. The officer pulled a long face while serving the queue of travellers, and ignored my greeting.
Thus, it was ironic for me to see the slogan, '20 years of excellence' in the arrival hall subsequently.
As a premier air hub, every staff member at Changi Airport must display basic courtesy and manners while serving travellers from around the world.
As the air-travel industry continues to grow, Changi Airport cannot afford to ease up on its standards. The foundation of service must not be neglected even as it seeks to improve itself constantly.
Being a prestigious airport with many accolades under its belt, Changi Airport has the ability to maintain its status in the industry.
I hope that my concerns will be looked into.
Tabs kept on service levels at Changi Airport
369 words
7 December 2007
Straits Times
English
(c) 2007 Singapore Press Holdings Limited
WE THANK Mr Ng Zhou Yang for his feedback, 'Chinese Customs wins with charm offensive' (ST, Nov 27).
The Civil Aviation Authority of Singapore (CAAS) and airport agencies, such as the Immigration & Checkpoints Authority (ICA) and Singapore Customs (SC), monitor the level of service rendered by frontline staff at Changi Airport constantly.
For example, CAAS recognises and rewards airport frontline staff who provide good service, to encourage staff to go the extra mile. In addition, airport-wide campaigns and training programmes are conducted to train and motivate frontline staff to provide good customer service.
Both SC and ICA are committed to service excellence without compromising on security. As Singapore's ambassadors, ICA officers are mindful of the need to project an efficient and professional image while carrying out their core functions in security. We apologise if the officer mentioned in Mr Ng's letter had inadvertently come across as impolite. We have taken note of the feedback and will remind our officers to provide a courteous and friendly service to all travellers.
We note that Mr Ng's letter mentioned Singapore Customs, and would like to clarify the roles of SC and ICA.
SC officers at checkpoints provide services to people who wish to pay duties or GST, and investigate cases of wrongful declaration and smuggling. At Changi Airport, they also provide the additional service of processing GST refund applications from tourists.
On the other hand, the ICA officers at checkpoints are primarily responsible for the security of Singapore's borders against the entry of undesirable persons, cargo and conveyances.
Members of the public who wish to provide feedback on Changi Airport or the services provided by ICA or SC can do so as follows:
Changi Airport: http://www.changiairport.com
ICA: http://www.ica.gov.sg
E-mail: [email protected]
SC: http://www.customs.gov.sg
E-mail: [email protected]
Foo Sek Min Director (Airport Management) Civil Aviation Authority of Singapore
Kelly Lim (Ms) Head Public & Internal Communications for Commissioner Immigration & Checkpoints Authority
Chew Lai Leng (Mrs) Head Corporate Communications for Director-General of Customs Singapore Customs
ST Forum
Chinese Customs wins with charm offensive
266 words
27 November 2007
Straits Times
English
(c) 2007 Singapore Press Holdings Limited
[by]g Zhuo Yang [/by]
I AM concerned about the customer service in Changi Airport.
Last week, I returned from an immersion trip to China and I was startled by the difference in the treatment that I got in the airports of China and Singapore.
In China, Customs officers displayed wide smiles, offered polite greetings once a traveller approached the counter, and took the effort to strike up a short conversation.
Before one dismisses this as a facade put on by Beijing Airport staff with the 2008 Olympics around the corner, let me hasten to add that even the staff at the domestic airport of Changchun, a city which some Singaporeans might not have heard of, showed such high enthusiasm in their work.
The treatment I got while clearing Singapore Customs was utterly different. The officer pulled a long face while serving the queue of travellers, and ignored my greeting.
Thus, it was ironic for me to see the slogan, '20 years of excellence' in the arrival hall subsequently.
As a premier air hub, every staff member at Changi Airport must display basic courtesy and manners while serving travellers from around the world.
As the air-travel industry continues to grow, Changi Airport cannot afford to ease up on its standards. The foundation of service must not be neglected even as it seeks to improve itself constantly.
Being a prestigious airport with many accolades under its belt, Changi Airport has the ability to maintain its status in the industry.
I hope that my concerns will be looked into.