Charm offensive: Singapore teams up with Disney Institute for customer service training

Singapore teams up with the Disney Institute to inject some spark into their customer service culture.

Tuesday, April 1, 2014 —

When our Singapore team were looking for a way to recharge their customer service batteries, they realised it was time to think outside of the box. They turned to the Disney Institute – known for their excellent customer service training – for help.

As a result, every colleague has been shortlisted to attend a customised course.

The decision to partner with Disney was straightforward. The international media corporation is known for providing exceptional customer service and exceeding customer expectations.

Disney provides customised courses – adapting courses to meet dnata specific scenarios so our trainees can relate better to the situations they are presented with. Each course also establishes a base from which everyone can fine-tune their customer engagement skills.

The recognition received through awards and comments from customers are an additional testament to the efforts made by the Singapore team in improving their customer service.

Overall, the benefits of adopting regular training has a very positive track record both at dnata as a whole and for our airports independently. The awards and feedback from customers is a testament to Singapore’s efforts towards improving customer service.

  • At Changi Airport the results speak for themselves with a marked increase in the number of compliments received by dnata from airline customers and a 40% increase in compliments since the implementation of the Disney course in 2012.
  • More than half our employees have had customer service training to date (more than 1000 employees attended the courses).
  • More than 16,000 hours went towards improving service excellence in 2013.

About dnata

dnata is one of the world’s largest air services providers. Established in 1959, the company ensures the aviation industry operates smoothly and efficiently in 129 airports. Offering ground handling, cargo, travel, and flight catering services in 84 countries across six continents, dnata is a trusted partner for over 400 airline customers around the world. Each day, the company handles over 1,700 flights, carries over 7,700 tonnes of cargo, assists over 235,000 passengers, books over 19,000 hotel stays, and uplifts over 320,000 meals.

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