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.