Where the customer is king

Article Abstract:

Airlines typically lack a people orientation, which makes their customer service suffer. With the fares charged by airlines becoming more uniform, customer service increasingly will differentiate the carriers in the minds of the passengers. Singapore Airlines, a regional carrier that has expanded its international service, is providing excellent customer service as a means of positioning itself competitively in the global market. With personalized service from flight attendants and constant communication between the pilot and the passengers, the airline is successful in differentiating itself with superior service. Research indicates that satisfied airline customers relate their good experience to five other people while those dissatisfied with service typically relate their negative experience to between 10 and 15 people.

Methods, Services, Airlines, Customer service, Singapore Airlines Ltd. (Singapore), column

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Coping with re-entry shock

Article Abstract:

Executives who return from foreign-based assignments often face difficulties readjusting to changes in the workplace and at home. Corporations can alleviate some of these difficulties by: establishing foreign deployment systems to counsel returning employees and family members; encouraging employees to maintain close contact with home offices while overseas; and developing ways to use skills learned by employees who have worked abroad.

Human resource management, International business enterprises, Multinational corporations, Executives

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Watch your body language

Article Abstract:

The coming of the European single market in 1992 indicates that European countries will be increasing their cross-cultural communication. However, it is important for individuals to be aware that increased communication may result in misunderstanding different uses of non-verbal communication. Various examples of non-verbal communications are presented to indicate how they differ from country to country.

Social aspects, Europe, Nonverbal communication, Cultural relations

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