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    At the Singapore Airlines Cabin Crew Training Centre, one visitor asked, 'How does Singapore Airlines stay on top all these years? And how do you plan to keep the lead while other airlines work so hard to beat you?'

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    ep the lead while other airlines work so hard to beat you?'

    Senior Vice President, Mr Sim Kay Wee, answered clearly: '100% is not enough. When you reach #1, you need 120%.

    'Here's why: If you fly on a mediocre airline, your service expectation may be only 50%. If the cabin crew is in a better mood, they may actually deliver 65%. Then what is your opinion of the service? It's up 15%!

    'Now if you know

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