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 2 - 15 March
Session: Customer Service & Passenger Experience

14:55 - 15:20 - Hiring for emotional intelligence
Synopsis: The presentation will focus on emotional intelligence. What is emotional intelligence and why is it so important in customer service? How do we ensure we are hiring staff with emotional intelligence? How can we train our staff to improve their own emotional intelligence?

Audience will learn:

• What is emotional intelligence?
• Why emotional intelligence is important in customer service
• Hiring for emotional intelligence
• Training tips for emotional intelligence