MALAYSIA Airports Holdings Bhd has mounted a search for two Smile ambassadors as part of the airport operator's efforts to boost customer service excellence.

The search will be conducted amongst staff of all retail, services and food and beverage outlets at KL International Airport (KLIA) as well as LCCT-KLIA, under Malaysia Airports' customer service excellence campaign called Touch.

The campaign seeks to assist operators and frontliners at KLIA and LCCT-KLIA cultivate world-class customer service practices through structured service standards and guidelines, assessment and recognition.

"Malaysia Airports has been extremely focused in our goal of transforming our international airports into lifestyle destinations. We have, so far, looked at our Airport Commercial Models, product and services offerings and pricing.

"Having strengthened our 'hardware' in terms of brand and product varieties, we now look at enhancing our customer service delivery to complete the total customer experience," said Malaysia Airports commercial services division senior general manager Faizah Khairuddin.

"Touch is conceived with our frontliners in mind. It seeks to highlight the importance of their role in the entire customer service excellence value chain. Touch completes our aim of positioning airports as lifestyle destinations because the way we interface with our customers and how we make them feel is as much a part of lifestyle as the offerings we have," said Faizah,

The Touch campaign, launched in October, will run until March 2013.

During this time, a panel of three judges will pose as mystery shoppers where they will judge frontliners at KLIA and LCCT-KLIA.

Among the criteria are communication skills, product knowledge, customer service level, demeanor and overall appearance.

Award pins will be presented to frontliners who excel in a particular category. A total of five different pins will be given out.

A frontliner who collects all five pins will win RM500 as prize and be in the running for the Champions League where they stand to win RM5,000 upon receiving the highest public nomination for excellent customer service delivery.

At the end of the campaign, two Smile ambassadors will be crowned – a female and a male. Each will win a cash prize of RM1,000.

"The Smile ambassadors are basically the role models for the campaign and they will work with Malaysia Airports to elevate the standard of customer service," said Faizah.

TheStar Online

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They criticize you, they write slashing posts in the social networks, they praise you eagerly to their friends by telephone or confiding their outrage to their wives. Or even more often – they just burn their emotions and remarks inside and, as a result, do one of two things. They come back. Or they leave you forever. They are your customers.


WHAT ARE YOU READY TO DO TO FIND OUT WHAT'S ON IN THEIR MINDS?

We are ready for everything!

For about 15 years the company 4Service has been working on researching and improving of customer experience. We possess thousands of eyes and ears. More precisely, we have 300 000 usual people at hand who want to make their customer experience better. We are everywhere: we speak 29 languages and work in 52 countries of the world. We have a powerful analytic centre, where we watch every slightest vibration of social opinion about you and your business.

Why?

For the only reason - to let your service have even more satisfied customers and make your business flourish. If you, just like us, believe that the devotion of the client is the main capital of any business, welcome to the 4service laboratory!

With us the good companies become the best ones. We help you to put yourself in your clients' shoes, to hear them and make them happy.

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Why 4service
We love the good service ourselves
4service loves good service
We believe in its importance
We believe in service importance
We've been working in this business for a while


We are those guys who proposed the Mystery Shopping service for the first time in the former Soviet Union in 2001.
During this time our Secret Shoppers have given over a million of service evaluations of different branches, starting with fast-food restaurants and up to international banks. 4service became a major player not only in Russia and CIS, but also is growing rapidly in the European Union. We are the member of the leading International Professional Association of “mystery shopping” providers MSPA , and we are learning continuously from the best ones.


Our efficiency has
simple secrets:

  • 1. We trim the sails to the wind and we are using the most modern technologies in this sphere.
    Forget about the Secret Customer stereotype (Examiner), that was formed by TV. It is not a stress-show. Professional service of customers experience evaluation looks more like financial audit with involvement of analityc and special software. As a result - the insights about improving of your service and specific plan of action on your desk!
  • 2. We are committed to the five values of our company.
    About our values - Truth, Use, Love, Greed and Audacity – you can find out on the special page. We will just mention here that we consider each of these values absolutely seriously and sincerely. All right, we know that you are curious why we value Greed? In short, our Greed means our thirst for new tasks and achievements! It energizes us.
  • 3. We simply love what we are doing.
    We will not comment – just talk a bit with our team, and you will understand.

Are you ready to the changes?

So, you know the price of the service and you want some improvements of your company and, most important, you are ready to start.

But you are still not sure that what has suited to МТС, METRO, Ecco or Raiffeisen Bank – will succeed with your company.
No worries, just check out the compatibility of your situation with our profile.
For this you just have to drop in for a chat, telephone us or write us an e-mail.
You will get for free the list of our work examples in the cases similar to yours.


Sure you are ready!?

If you start working with 4service, there will be no formal "budget developing".

Oh no, we can’t do this way, every decision and every effort must lead us to some particular aim which will be definitely covered by the income increasing of your company.
IN ROI WE TRUST!*
So everyone will have to work. We expect our recommendations not to be put aside, but to be methodically realized. We have efficient means and technologies for motivating the staff for the changes and improving your service.
If you are not planning to fight for the result, better not contact us.
And remember: your customers - are your best teachers and counselors! We will help you to hear them. Better than anyone else )

* We believe in the return of investments!

P.S. And if You don’t believe – we will return them to you. ;)

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