"Singapore Airlines is a great way to fly! Is it really true?" Sean asks. After working in Singapore Airlines for three and a half years, he realized that what Singapore Airlines offers is also what other airlines in the world could offer too. However, the real difference is not the amenities given to passengers, the latest Boeing or Airbus passenger jet Singapore Airlines could purchase or her in-flight entertainment systems available in the cabin but the people who work in Singapore Airlines that deliver the missing ingredients that is so sought after by the passengers.

"If you understand the psychology of people well, nobody likes to be sad. People just want be happy everyday if they can." In Singapore Airlines, he learned that simple gesture of that sincere smile can create a friendly and warm ambient in the cabin.

"Every personality in the cabin is different and you cannot deliver a set of service that is universal to all. You have to understand their needs and customize your services to them. Catering to their needs is delivering excellent quality service." He started off in Singapore Airlines without knowing what was customer service until he was face to face interacting with passengers and understanding what customer service was all about. He still remembers, "Getting my hands dirty together with my peers and serving them with my warmth could be so rewarding when passenger requested for a picture to be taken with me when they arrived in Singapore Changi International Airport. Suddenly, I had been given some celebrity attention from my passengers because I have taken excellent care of them during the flight." 

He believes that good customer service requires one to be engaged in giving 200% attention to the details of the customers' needs so as to create lasting memories for them.

"The sincere smiles and hearts radiate warmth needed for excellent services. Taking care of details and delivering with personal touches and intentions create the greatest lasting memories for the people who come into contact with you." - Sean Toh