Beau Vanderford, Airport Manager, Copa Airlines, USA

Speaker Biograghy: Beau has 17 years' experience in aviation customer service ranging from Reservations and Sales department to Airport Services. He has worked in eight airports in the United States with four airlines, ranging from ultra-low-cost to high-end first-class lounges. He has managed a variety of teams of various sizes and cultures. Beau is passionate about delivering outstanding customer service for internal as well as external customers, and he focuses on sharing with his teams the tools required to provide this service on a consistent basis.


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


11:05 - 11:30 - The importance of eye contact in customer service
Synopsis: The importance of using proper eye contact in customer service run deeper than one would think. Of course there are the basic elements of respect, interest and appreciation. But the added benefits of understanding clearly what our customers want, how they feel and if there are any other secrets they may conceal can only be revealed through eye contact. What's more, using eye contact properly has a positive impact on the person delivering the eye contact. We will discuss these benefits as well, and the consequences if we fail to make eye contact.

Audience will learn: