Extra attention to customer service key to Bird Paradise taking flight
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Customer service is woven into the daily life of the avian keepers and guest service officers at Bird Paradise.
PHOTO: MANDAI WILDLIFE GROUP
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SINGAPORE – Placing visitor experience at the heart of its operation is key to the success of Bird Paradise, Mandai Wildlife Reserve’s newest attraction.
Slightly over a year after opening its doors to the public, it has already won over guests with its expansive aviaries that allow visitors to get up close with birds along its paths and bridges, and admire them as they soar high above or splash in nearby pools.
Guests get to see birds nest-weaving and courting their mates, and observe penguins playfully diving in their habitat.
Customer service is woven into the daily life of the avian keepers and guest service officers at the park.
“If you’ve visited Bird Paradise, you may have noticed our team’s signature double-handed wave to guests... it’s part of our daily ‘wild gesture’ initiative to inspire great service behaviour – whether it’s a friendly wave, lowering ourselves to meet our young visitors face to face, or even giving high-fives,” said Ms Maggie Ang, vice-president of park operations at Mandai Wildlife Group.
“We believe these small gestures can make a big difference in creating a memorable experience for our guests.”
The park’s efforts have already struck a chord with visitors and helped the attraction clinch the No. 4 spot in Singapore’s Best Customer Service survey 2024/2025.
This is the first time the attraction is included in the top 10 of the country’s best customer service providers, according to the survey
The survey of more than 5,500 people identified Singapore’s best customer service retailers and service providers from among 1,800 companies across 99 categories.
The 17ha park, which is about the size of 24 football fields, has welcomed over a million visitors since its soft opening in May 2023. The attraction opened in Mandai after the closure of Jurong Bird Park.
As part of a wider, internal initiative across Mandai Wildlife Reserve’s parks, staff are encouraged to acknowledge and “catch” one another’s displays of excellent customer service on a daily basis.
Called “Catch My Heartbeats”, employees at Bird Paradise, the Singapore Zoo, Night Safari and River Wonders pen down their colleagues’ actions on a board.
“This has brought about a wave of positivity with everyone having fun in their daily duties and interacting with our guests,” said Ms Ang.
Bird Paradise also keeps guests engaged throughout the year with seasonal programming such as Glamping with the Penguins. Held during the school holidays, the initiative lets guests spend a night at the park’s Penguin Cove in glamping bell tents. They have special access to the park’s nutrition centre and avian hospital where they interact with wildlife experts.
Guests can spend a night at Bird Paradise’s Penguin Cove in glamping bell tents.
ST PHOTO: ELISA CHIA
“We have also had very encouraging feedback about the positive experiences with the accessibility and amenities for guests in wheelchairs and prams,” added Ms Ang.
Bird Paradise’s move from the former Jurong Bird Park and its over 50-year legacy has given it “the opportunity to continuously improve and listen to the voices of our guests”, she said.
“Instead of falling in love with our own ideas, we believe that it’s OK to fail and try again... Most importantly, the team is encouraged to suggest new ideas to delight our guests.”
