Diana has more than 25 years of service and training experience. Besides delivering service training in Singapore Airlines (SIA), she also conducted training needs analysis for other airlines and managed training and service audits for the hotels. Diana exemplifies service both professionally personally by authentically role-modeling the art of service in her training. This has effectively helped many organizations across different industries improve service aptitude and raise the service skills of their customer-facing staff.

In her service training for SIA, Diana has led multiple frontline service teams to deliver quality and premium in-flight service. This included delivering the full suite of SIA’s core and inter-divisional training programs for the cabin and flight crews, as well as the ground staff.

Prior to joining Capelle, Diana was largely involved in consultancy and in-house training. She was  part of the team that started up a cabin crew department for a local budget airline, and conducted training needs analysis for an oversea domestic airline. With her invaluable experiences, she later moved on to manage the training activities and service audits in a five-star hotel.

Diana continues to keep abreast with the learning and development profession through her membership in the Adult Educators’ Network Singapore.

Specialization

• Customer Service
• Personal Effectiveness
• Time & Work Management

Testimonial

“Diana Woo has been a very engaging facilitator and went the extra mile to understand the context of the participants. She has demonstrated great patience and flexibility in her delivery style. It was a very enriching and fruitful learning experience.”– Participant, Education

“Ms. Diana was an excellent facilitator. Her knowledge was abundant and she could really use her background to relate to us. She is very engaging and I always look forward to what she is going to say next.“– Participant, Aviation