Speaker Biograghy: Beau has 20 years' experience delivering customer service in airline operations with three airlines and nine airports across the United States. Delivering outstanding customer service is his passion, and he regards teaching and mentoring others as a privilege. This will be Beau's fourth consecutive year presenting at Passenger Terminal EXPO.


Day 2 - 21 March
Session: Customer Service & Passenger Experience

15:00 - 15:30 - Cross-generational customer service
Synopsis: Customer service has reached a generational crossroads. The cultural difference between the generations is vast. Great care must be taken to successfully navigate the challenges and deliver great customer service in today's ever-changing environment. In this presentation we will explore the differences and the opportunities to deliver outstanding customer service, as well as the need to train our staff in how to serve our customers from different generations.

Audience will learn:

• Understanding different generations' expectations of customer service
• Service delivery – training older staff members
• Service delivery – training younger staff members