Sayuri Mutsukado, Staff Member, Narita International Airport Corporation, Japan

Speaker Biograghy: Sayuri belongs to the CS (Customer Satisfaction) Development & Planning Department of the Marketing division at Narita International Airport Corporation. She engages in improving customers’ and employees’ satisfaction, and is mainly involved in editing official email newsletters for customers, organising the staff commendation ceremony and maintaining staff recess rooms. Personal fact: She has lived in Shanghai, Singapore and Leeds. Her favourite movie is the Back To The Future series.


Day 1 - 20 March
Session:
Customer Service & Passenger Experience


11:30 - 12:00 - Building an airport providing the world’s best passenger experience
Synopsis: In today’s competitive world of airport industries, quality and customer-oriented service provided by airport staff is starting to play a more important role in ensuring the best passenger experience as well as refurbishing and improving the terminal facilities. To achieve this, it is crucial that we create an environment where employees are able to work with a sense of unity and passion. In this presentation, we will introduce our measures that could help motivate and improve the skills of airport staff to develop the best passenger experience.

Audience will learn: