Beau Vanderford, Airport Manager, Copa Airlines, USA
Speaker Biograghy:
Beau has over 20 years' airline customer service and operations experience. He began his career with American Airlines working in reservations and sales, but quickly moved to Virgin Atlantic Airways at LAX International Airport. After 11 years with Virgin, he became Station Manager for Spirit Airlines, overseeing three airports while based in Boston. He has worked in nine airports in the United States, and led five startup stations and diverse teams across the country. He is currently the Airport Manager for Copa Airlines in Boston, MA. His primary focuses are safety and customer service but the most rewarding aspect of his job is mentoring and developing team members in leadership and customer service skills.
Day 1 - 15 March
Session:
Customer Service & Passenger Experience
11:45 - 12:10
- Body language – for the customer and for you
Synopsis: The presentation will focus on body language and how it affects the customer. We will also discuss how to develop and train staff to be aware and develop the right and wrong kinds of body language. Finally and most surprisingly, we will discuss how body language affects the person using it.
Audience will learn:
- The importance of body language in customer service
- The ways that body language affects the customer
- Training staff in the proper use of body language
- How using proper body language affects the person using it