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Medical insurance supplier AIA Singapore introduced at the moment, 1st September, that it has engaged Singapore Airways Academy, the coaching arm of Singapore Airways, to develop a curated expertise growth programme.
This initiative will see AIA Singapore collaborating with Singapore Airways Academy to create a collection of workshops centered on enhancing buyer expertise (CX) capabilities and constructing a sustained tradition of CX excellence at AIA Singapore.
This pioneering collaboration additionally strongly helps Singapore’s nationwide agenda on lifelong studying, instantly complementing the Price range 2025 bulletins that underscore the vital want for steady upskilling and reskilling to future-proof the nation’s workforce.
By this collaboration, AIA Singapore goals to determine a brand new business benchmark for buyer expertise and expertise growth inside Singapore’s life insurance coverage sector.
AIA Singapore chief government Wong Sze Keed mentioned: “On the coronary heart of our customer-centric philosophy, we consider world-class buyer expertise means anticipating and exceeding expectations, not simply assembly them. We need to make issues simple for our clients, construct lasting belief, and delight them in each interplay. This landmark collaboration with Singapore Airways Academy is a strong testomony to that dedication. By fusing their iconic service requirements with our customer-first strategy, we’re set to remodel AIA Singapore’s capabilities and considerably contribute to Singapore’s imaginative and prescient for a extremely expert and adaptable workforce.”
Wong added that the personalised programme will allow AIM workers to ship unparalleled buyer journeys, setting a brand new benchmark for AIA Singapore and throughout the business.
In the long term, this can assist be sure that AIA Singapore stays on the forefront of service excellence.
A joint initiative
AIA Singapore and Singapore Airways Academy have collectively developed this curriculum, which is able to roll out to all AIA Singapore workers progressively.
Every class is designed for 20 to 25 contributors, creating an interactive and dynamic studying ambiance.
This bespoke programme features a collection of workshops centered on buyer expertise tradition transformation, beginning with altering mindsets and enhancing our potential to create pleasant buyer moments.
That mentioned, this strategic collaboration marks a big milestone, positioning AIA Singapore because the inaugural insurer to collaborate with Singapore Airways Academy for an in depth and devoted expertise growth programme.
The bespoke programme, curated in collaboration with Singapore Airways Academy, will ship a collection of immersive workshops centered on two key pillars:
- Buyer Expertise (CX) Transformation: This foundational, one-day workshop goals to essentially shift mindsets, making certain each interplay embodies AIA’s CX North Star – whereby each buyer ought to have the ability to say, “I really feel cared for by AIA”. By self-discovery, storytelling, and scenario-driven observe, contributors will discover the emotional affect of on a regular basis interactions, perceive the position of perception and mindset in service supply, and decide to actions that uplift buyer belief, satisfaction and loyalty. Key modules embrace understanding the true which means of buyer expertise, cultivating private service beliefs and reaching compliance excellence whereas concurrently delivering distinctive buyer experiences; and
- Buyer Expertise Excellence: Constructing on the foundational mindset, this follow-up workshop is particularly for customer-facing and servicing roles. It equips contributors with sensible methods to deal with real-world service interactions with empathy, readability, and confidence. Contributors will be taught to establish and reply to clients’ wants, navigate perception-driven challenges, and uphold service excellence even in tough conversations. The programme introduces actionable frameworks such because the ‘Optimistic No’ which teaches representatives tips on how to respectfully decline requests whereas preserving belief, and the ‘4 As of Apology’ for efficient and empathetic apologies.
These bespoke workshops are the newest in a collection of great CX initiatives that AIA Singapore has undertaken as a part of its ongoing buyer centricity pledge.
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