|Lynn (Sarinda) at Raffles MRT during morning rush hour|
If you use the MRT during early morning rush hour to Raffles Station, it would be hard to miss Lynn (Sarinda) greeting passengers. She has the warm smile and wishes a good morning to almost everyone who she makes eye contact with.
This is something you can't teach in staff training. Sure you can issue a memo to staff to greet and smile at commuters but it will not come across as sincere.
The best a company can do is to encourage a culture where people with such soft skills are recognised and rewarded. Especially for organisations like SMRT which millions use on a daily basis, a personal touch goes a long way.