Mall takes customer service to greater heights by hiring ex-cabin crew


Sunway Malls chief operating officer Kevin Tan (second from left) with former flight attendants turned customer care executives, (from left) Loke, Chai and Tsu.

SOARING to new heights in customer service excellence, a fleet of flight attendants recently decided to be grounded by joining Sunway Pyramid’s Customer Care team.

Sunway Malls chief operating officer Kevin Tan said with the new and improved Customer Care team, the concept of shopping mall customer service was elevated with a dash of charm and elegance.

“From the moment a customer steps into the mall, we strive to provide world-class service through our touching hearts philosophy to create a warm, welcoming and wholesome lifestyle experience.

“We value the different needs of each and every customer in spite of background, gender and age,” he said.

He added that flight attendants were rigorously trained to maintain top-notch quality service while upholding safety.

Whether in the air or on ground, he said they were highly skilled to manage difficult situations while delivering crucial instructions in case of an emergency.

Customer care executive Mandy Chai, 39, had been a flight attendant for more than 10 years.

“Although I’ve served many customers 10,000m in the air, the biggest difference is definitely the large pool of customers in Sunway Pyramid which forces us to think on our feet all the time.

“In an aircraft, we serve a maximum of 500 passengers while the shoppers in the mall can number up to tens of thousands,” she said, adding that good customer experience would always be the main priority, at a mall or in a plane.

Another executive Ivy Loke, 42, said her entry into Sunway Pyramid came as a stroke of luck after leaving Malaysian Airlines in 2014.

“After serving as a flight attendant for 19 years, I left the airline because of family commitments.

“Two years later, I decided to re-join the workforce and put my experience to use.

“In a shopping mall environment, customer service is challenging in different ways as the management places utmost importance on meeting the demands of all customers,” she said.

Nonetheless, Loke enjoyed serving alongside fellow customer care personnel in a supportive team setting where she could expand her skills in developing customer care initiatives.

“Sunway Pyramid is an exciting place to work. Every day is different and you never know what to expect.

“We’ve had unforgettable incidents such as a baby being born in the mall to a cat stuck in the hood of a car,” she said

Emily Tsu, 44, preferred a peaceful, and less hectic life after jetting around the globe for the past 20 years.

“Compared to my previous job, I enjoy my current lifestyle with a regular daily schedule. Now, I can spend time with my family during the festive season, which is truly a privilege and blessing” she said.

Former flight attendant turned marketing manager Cynthia Tang, 34, said the sky was the limit for career progression and skills expansion in the organisation.

This, she added, was evident in her journey in Sunway Pyramid for the past 10 years.

In total, Sunway Malls has employed eight former flight attendants from a local carrier, with four working at Sunway Pyramid and four in Sunway Velocity, due to open in the fourth quarter of 2016.

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