Customer Service Seminar Customer Service Beyond Lip Service

Transcription

1 #acinajax Customer Service Seminar Customer Service Beyond Lip Service January 22-24, 2013 Ritz-Carlton Amelia Island (Jacksonville) HOST AIRPORT SPONSOR Host Airport Tuesday, January 22, :00pm 7:00pm 5:30pm 6:30pm Customer Service Working Group Meeting Director s Room

2 6:30pm 7:30pm Welcome Reception Courtyard Wednesday, January 23, :00am 4:30pm 8:00am 9:00am Continental Breakfast 9:00am 9:15am Plaza 1 9:15am 10:15am Welcome & Opening Remarks Greg Principato, President, ACI-NA Cheryl Brown, San Diego Steve Grossman, Executive Director & CEO, Jacksonville Aviation Authority Keynote Address Given the pace and volume of airport customer needs, many have leveraged their online and social media presence to engage with customers and share information. You don t want to miss the opportunity to hear how American Airlines is engaging with and serving its customers using social media. Speaker: Jonathan Pierce, American Airlines 10:15am 11:15am Building Bridges for Airport Customer Excellence An expert panel will discuss the importance of educating community stakeholders and partners on the airport s role in the local community and how building and maintaining those relationships is ultimately a win for customers. Moderator: Mary Davis, Tucson Pat Hogan, Minneapolis-St. Paul Becky Huckaby, Knoxville Dennis Tracy, Visit Jacksonville 11:15am 11:30am Foyer 11:30am 12:30pm All Signs Lead to the Gate or So We Hope! A Look at Wayfinding and Airport Performance Measures Travel through an airport can be stressful, intimidating, and rushed for many customers. Whether static, virtual, or digital, today s signs, maps, and virtual assistants such as "avatars", let customers know that the airport cares and they help customers relax, better understand, more easily find, and appreciate the services the airport provides. But wayfinding is just one of the many drivers of customer satisfaction. That's why many airports rely on performance measurement tools to identify other drivers of customer satisfaction. Come learn how understanding and responding to wayfinding needs and other customers' priorities creates an opportunity to both surprise customers and manage their expectations. Moderator: Joanne Paternoster, Butterfly-Consulting

3 Michael Audino, Transportation Research Board-Airport Cooperative Research Board Rafael Echevarne, Airports Council International - World Jeff Lea, St. Louis 12:30pm 2:00pm Networking Luncheon Salt 2:00pm 3:00pm Accessibility Beyond Government Requirements Providing an airport that s accessible to the most possible users is about more than federal compliance; it s good business. Several airports have broadened their accessibility efforts well beyond the basic requirements under the Americans with Disabilities Act (ADA) and Air Carrier Accessibility Act (ACAA). This session will explore how one airport, Boston Logan, has successfully partnered with a local nonprofit social services agency and its airline partners to create a program that makes air travel more accessible to families who have a member with Autism and other sensory processing disorders, resulting in not only good-will, but developing a significant new customer base. The Boston team will also discuss an exciting new opportunity for this program to expand nationally, and all session participants will be encouraged to share any similar efforts underway at their airports. Moderator: Scott Wintner, Detroit Brad Martin, Boston Jennifer Robtoy, Director of Autism Support Service, Charles River Center 3:00pm 3:15pm Foyer 3:15pm 4:15pm Branding Customer Service At Your Airport Airport customer service initiatives are often mistakenly thought by the average customer to be part of an airline or airport tenant s customer service program. In this session we will explore ideas and innovative ways to brand and take ownership of your airport s customer service program and offerings that leaves the customer appreciative of what you, the airport operator delivers in the customer service arena. Moderator: Brad Martin, Boston Mark Duebner, Director of Aviation, Dallas Love Field Chris Birch, San Francisco Airport Host Dinner: Brett s Waterway Cafe Known as the Isle of Eight Flags, Amelia Island has had an amazing, interesting and tumultuous past, characterized by its diverse cast of Indians, pirates, shrimpers, nobles and confederates. Located on the Amelia River, in the heart of the historic district of Fernandina Beach, the Host Airport Dinner Event will be held at one of Amelia Island s best places to watch the sun go down. You may even experience some of the area s history first-hand! Transportation will be provided from the Ritz-Carlton at 5:00pm.

4 Thursday, January 24, :30am 11:45am 7:30am 8:30am 8:30am 9:30am Plaza 1 Continental Breakfast Airport Ambiance Part I: Customer Hugs, Art Programs, Fun and Much More! During part one of this 2-part series on airport ambiance, hear three unique perspectives regarding the tangible elements that contribute to the passenger experience. From airport art programs and special events, to taking advantage of the opportunity to connect with passengers by offering practical airport give-a-ways at just the right time, you re sure to take away some great ideas for your airport customer service programs. Moderator: Barbara Halverstadt, Jacksonville Karen Ellis, Atlanta Bryan Long, Jacksonville Constance White, San Diego 9:30am 10:50am Airport Ambiance Part II: Sense of Place Customers rate ambiance as an important influencer of their satisfaction with the airport. So what is ambience? According to Business Dictionary.com, it is the "look and feel of a place that evokes a unique atmosphere or mood and compels people to come and stay around". It's that certain je ne sais quoi" that makes an airport distinctive. Hear from airports that are getting positive vibes from their customers that their airports understand the powerful impact of ambiance and are delivering a memorable and enjoyable airport experience. Moderator: Joanne Paternoster, Butterfly-Consulting Rimzie Ismail, Dubai Elizabeth Dwernychuk, Edmonton Ivan Tse, Vancouver 10:50 11:00am 11:00am 12:15pm The Volunteer Program Buffet: An Interactive Discussion During this session grab unlimited servings of great ideas to make your program bigger, better and badder : Recruitment and training; Retention, acknowledgement, and appreciation; Dealing with the proverbial one bad apple ; Having to let a volunteer go; Paid customer service personnel and volunteer program? How to work together for the sake of the colony! Moderator: Michael Oring, Travelers Aid International

5 12:15pm 1:30pm Networking Luncheon Courtyard 1:30pm 2:30pm Enhancing Airline Passenger Protections What s Next? The Advisory Committee for Aviation Consumer Protection, created in the last FAA reauthorization bill, has made its first round of recommendations to Secretary LaHood in advance of the Department s third installment of its Enhancing Airline Passenger Protections regulations. Learn the latest updates on the committee s work and what the new regulations could hold for airports and airlines. Plus, hear about the latest developments in passenger protections for Canadian air travelers. Speaker: Matt Cornelius, Sr. Director of Air Policy, ACI-NA 2:30pm 2:45pm 2:45pm 4:00pm Customer Service It s EVERYONE s Business Learn innovative ways to educate the airport-wide community to ensure all stakeholders provide exemplary, consistent service from curbside to planeside. Moderator: Kari Dean, Regina Kelly Martin and Peter Spurway, Halifax Donna Prigmore, Portland Dennis Hazell, Washington-Dulles