Singapore Airlines’ (SIA) Cabin Crew Leaders Programme (CCLP) has been accredited with the Workforce Skills Qualifications (WSQ) Advanced Certificate in Service Excellence.
About 200 newly promoted SIA cabin crew leaders are expected to benefit from this certification each year, SIA said in a press statement on April 25, 2017. The certification falls under the nationally recognised WSQ Service Excellence Competency Framework supported by SkillsFuture Singapore (SSG).
This accreditation ensures SIA’s training programme is benchmarked against national standards. It also reinforces the importance of SIA empowering its employees with nationally recognised certifications for training and development.
The CCLP is a six-week programme, under which cabin crew who are promoted to the rank of Leading Steward/Stewardess undergo customised classroom and on-the-job training.
The training includes a wide variety of modules aimed at developing their leadership capabilities, coaching skills and customer relationship management competencies. Cabin crew are also trained in First Class customer service, in-flight sales, documentation procedures and service recovery techniques.
The programme equips them with the knowledge and skills required to effectively perform their role as a team leader on SIA flights.
“In a time when businesses are undergoing transformation, it is critical for employers to embrace skills development as one of the core business strategies,” said Gog Soon Joo, Group Director, Training Partners Group, SkillsFuture Singapore. “The accreditation of the CCLP to the WSQ Advanced Certificate in Service Excellence emphasises SIA’s commitment to empower its employees so as to maintain its competitive advantage.”
“Staff training and development is a cornerstone of Singapore Airlines’ corporate philosophy and part of our continuous pursuit of excellence,” said Tan Pee Teck, SIA Senior Vice President Cabin Crew. “The latest WSQ certification is an important step in providing further recognition of our cabin crew as service professionals and service leaders. It is an important motivator as our senior crew demonstrate the highest standards of performance and are role models to our new staff.”