Leading Through Crisis – With Service From The Heart

Leading Through Crisis – With Service From The Heart

05 April 2021

Traveling used to be a joyous activity to many, but is now clouded by COVID -19 heightened uncertainties. With increasing stress, anxiety and worry among passengers, customer experience must adapt with times as service becomes key to address new acute needs today.

Certis Experience Executive, Gain Mark and his colleagues at Jewel Changi Airport showed how customer service excellence can bring about positive outcomes for our customers, just by going the extra mile.  

Earlier during the pandemic, a family with two young children was left stranded in the airport due to a flight cancellation. Gain Mark together with his colleagues not only accompanied them to book the next available flight, he also appeared on the day of their departure to ensure that their check-in went smoothly. Gain Mark also surprised the family with souvenirs from Jewel Changi Airport, which delighted and comforted the children. 
 
“Service excellence has always been at the core of everything we do in Certis. I am grateful to receive the SHA Outstanding Star Award 2020. I look forward to seeing more Singapore residents visiting Jewel and hopefully soon, tourists returning to our shores. My team and I are always happy to bring a spark to the visitors of Jewel,” said Gain Mark.
 
More than 1000 Certis employees received national recognition at the Excellent Service Awards (EXSA) 2020 organised virtually by the Singapore Retail Association (SRA) and (SHA) Singapore Hotel Association (SHA) on 16 December 2020 and 31 March 2021 respectively. 
 
Bagging a total of 637 Silver, 258 Gold and 149 Star Awards, Certis is honoured to have registered the highest number of awards issued by both associations. 
 
Special mention goes to Certis Experience Executive Gain Mark from Certis Aviation Security, who did us proud as winner of the coveted SHA Outstanding Star Award 2020 (Non-hotel sector). This is the third year in a row Certis has won this award.


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