Speaker Biograghy: Young-Long is one of the key players in Incheon Airport's global recognition for its excellent airport service. She is currently in charge of customer communication channel management such as the customer feedback system (VOC), Customer Committee, CS Doctor programme at Incheon Airport. Young-Long has several years’ experience in the aviation industry, with a background in CS strategy, marketing and PR.


Day 2 - 11 March
Session: Customer Service & Passenger Experience

09:30 - 09:55 - The happier the staff, the better the service quality
Synopsis: Most airport operators emphasise the importance of caring about and satisfying their customers, even when their service staff are just too tired and have no motivation to meet such expectations. This presentation aims to share some of the best practices of Incheon Airport on how we interact effectively with different staff by developing communication programmes and training materials to create happier service deliverers for the improvement of our service quality.

Audience will learn:

• Ideas on communication programmes for airport service staff
• How to adjust and coordinate various voices of field
• Efforts for joint growth and service innovation