| HOME PAGE | | | ABOUT WACRA | | | SPONSORS | | | CONFERENCE | | | JOIN | | | CONTACT US | | | FAQ's | | | LOGIN |
|
|
|
|
|
|
|
|||||||||||||||
|
|
|
|
|||||||||||||||||||
|
|
|||||||||||||||||||||
|
> About WACRA > Board of Directors > WACRA Member Airlines > WACRA Business Sponsors > WACRA Conferences > 2010 Conference Preview > Past WACRA Conferences > FAQ |
|
GENERAL SESSIONS & WORKSHOP PREVIEWSCREATING A CULTURE OF WOW Andre Harris Westfield LLC Vice President Brand Communications and Training Sharing Westfield’s success strategies and 5-step proactive approach to Creating a Culture of WOW. The WOW culture starts with the Westfield leadership team and spreads to its employees, customers, partners and contractors. Westfield’s has taken a unique 5-step proactive approach to creating a culture of WOW. What are the takeaways? · Proactively ask, listen, hear and understand your customers, both internal and external. Determine customer priorities, key drivers, passion and points of pain. Understand their definition of WOW and align policies, procedures and training accordingly. · Hire WOW people who are customer-focused, empathetic, problem-solvers and just plain nice. · Train WOW, and get ahead of the curve. Anticipate customer concerns before they have a chance to complain. Communicate! Communicate! and Communicate some more to your internal customers (employees) so that they can communicate effectively to your customers. · Measure the WOW experience through the eyes of customers. Use the mountain of customer data available to really drive policies, procedures and training programs. · Reward and recognize team members when they proactively deliver WOW. ASSESSING THE TRUE QUALITY OF AIRLINE CUSTOMER SERVICE Edward Plaisted, Skytrax International For over 20 years, Skytrax has been conducting qualitative analysis of airline front-line product and service standards, delivering a unique level of expertise to more than 250 airlines. Whilst operating in a single, global marketplace, Skytrax place great value on the need for a set of world standards, which are carefully balanced to ensure accurate focus on regional and cultural differences - and every airline's need to please it's core customers. Benchmarking product and service quality across the industry, an equal level of importance is place upon service recovery as a major tool to developing long term customer loyalty. Associated with Skytrax direct work inside the industry, the company operates the well-known passenger review website (www.airlinequality.com). This currently has more than 3 million customer reviews, and in some respects acts as a public customer complaint platform, delivering some unique insights into how well (or badly) many airlines operate their after-sales service. Edward Plaisted of Skytrax will explain how customer service is assessed, underlining the core need to maintain credibility and respect amongst both airlines and the travelling public. Technology is changing the way we look at air travel today, it is constantly increasing customer expectations, but what never alters is the need for top Quality customer Service. PAY COMPENSATION OR PROACTIVELY DEVELOP ADVOCACY? Training Consultant On Track International Most people who complain are not actively seeking “compensation”. Rarely is this at the forefront of their mind. Their primary objectives in the first instance when they voice their dissatisfaction are simply to have their side of the story listened to, for someone to take ownership of their situation, acknowledge their “pain” and offer a sincere, heartfelt apology with a plan of action to resolve the situation as expediently as is possible. Many customer care representatives however too readily offer some form of compensation to appease an unhappy customer and as a gesture of goodwill. This is a noble gesture, but is one which can cost an organisation dearly, and can be a significant drain on their bottom line. Often the reason they offer compensation is because the customer keeps going “on and on” and sometimes it seems the easiest and only option available to silence the customer. There are a number of techniques and life skills that can positively contribute to the reduction of these compensation payouts and I am looking forward to sharing a taste of some of these with you. The most important and number one rule of thumb is to look after the “human” before “diving into process” and we will explore this concept together with a few other gems! (It is easy to forget sometimes that the customer is just a human.) PROACTIVE STRAGETIC THINKING Dr Marwan Stambuli Multicultural International Management Consultant The airline industry is notably one of the success stories with respect to the use of optimization based methods and tools in planning. Proactive Strategic Thinking builds a foreknowledge and creativity to anticipate and see the situation (even a conflict or crisis) as a opportunity, regardless of how threatening or how bad it looks and to influence the system constructively instead of reacting to it. The objective is to create an unmatched opportunity and a leading competitive advantage, frequently by doing better (not necessarily more) with fewer resources. The proactive stance considers the contribution each stakeholder can make to the issues. Acquire some knowledge on the pillars of proactive management. I’M GOING TO TWEET YOU UP! Michael Tchong Founder, Trend Analyst & Transformational Speaker Ubercool Inc. The world is changing at warp speed. Massive trends, like Time Compression and the Digital Lifestyle, are reshaping society. A girl jumps in front of a truck to save her iPod. Two kids in Australia update their Facebook page before calling police after getting lost in a storm ditch. People camp in front of stores to wait for new a videogame or mobile phone to go on sale. Visitors devote less than a minute to Web pages. No lovelier words are heard in the office than “can we reschedule?” Find out how Ubertrends are changing the consumer lifestyle, and how smart organizations are successfully leveraging trends in cross-disciplinary applications, including travel, hospitality, entertainment, real estate, wellness, and more. Michael Tchong is a renowned trend analyst who inspires and transforms audiences worldwide. Buckle up as he takes you on an exhilarating ride through the landscape of now, while informing and entertaining you. You will laugh and learn, and that’s definitely worth your valuable time. COMPLAIN AWAY – THE SECRET TO BUILDING TRUE LOYALTY Jillian Mercer Mercer Management Consulting Services Jillian will take you through some of the guiding principles of the international standard on complaints-handling, definitions, ensuring visibility of and speed in handling complaints, and an embedded customer focus. Her presentation will cover: · Guiding principles of the international standard on complaints-handling, definitions, ensuring visibility of and speed in handling complaints, and the challenge of achieving an embedded customer focus; · ISO framework including the need for top management involvement, policy and implementation, responsibility and authority; · Guiding principles that overarch an effective complaints-handling system; · Nine steps for everyday complaints-handling; · Maintenance of the complaints-handling system; and, · The use of complaints data to build corrective and preventative actions and innovative improvements in line with the standard, and to keep ahead… You will have the opportunity to hear from Jillian on exemplars in complaints-handling from a range of industries. USING THE INTERNATIONAL STANDARD OF COMPLAINTS HANDLING TO KEEP AHEAD OF THE CURVE Jillian Mercer Mercer Management Consulting Services As a workshop, there will be opportunity to work on specifics and delve deeper into the content and context of the standard in member airlines, which includes: · Using the ÓNine Rules of Good Customer Service to build a customer focus to align with the international standard on complaints-handling; · Applying the international standards on complaints-handling in your airline; · Doing it better - really effective complaints-handling; · A mini-audit of your airline: How do you rate in the eyes of your customers? EFFECTIVE COMMUNICATIONS IN AN EVER-CHANGING ENVIRONMENT Presented by Elizabeth Chown General Manager, Acorn-Oak Business Services Have your traditional customer relations systems and processes become barriers to effective communication? Drawing on her 25 years’ experience with Air Canada and the past 8 years providing training and assisting airlines worldwide with claims and complaint resolution, Elizabeth will address new ways to resolve old problems. Learn how to create speedier, more effective and more personalized solutions to turn your passengers into partners, decrease employee stress and reduce your settlement costs. HOW TO BECOME A PROACTIVE THINKER - PROACTIVE STRAGETIC THINKING Dr Marwan Stambuli Multicultural International Management Consultant Proactive strategic thinking builds on foreknowledge and creativity to anticipate and see the situation as an opportunity, regardless of how bad it looks, and to influence the system constructively. Dr Marwan will guide the workshop on : · How to fill the knowledge gap · How to become a proactive thinker · Management process · Effective planning and organizing · Change process · Effective brainstorming DEVELOPMENTS IN INTERNATIONAL AVIATION LIABILITY Anna Anatolitou Senior Associate, Norton Rose Anna will cover on some of the interesting topics on the recent volcanic ash situation – liabilities, developments, and trends. Other aviation law topics would include: · Developments in international aviation liability · Developments in EU aviation law – new regulations/drafts etc · Handling a major loss in the Middle East – particular nuances of dealing with major catastrophe claims in the region · Passengers claim – a guide to liability REVIEW YOUR PROCESSES AND IMPROVE PRODUCTIVITY AND CUSTOMER SATISFACTION Presented by Elizabeth Chown General Manager, Acorn-Oak Business Services This workshop will offer you practical tools to evaluate and enhance your company’s claims and complaint resolution processes to better meet the demands of today’s fast-paced environment. Elizabeth will guide you through a process review, using a typical missing baggage claim as an example, and will suggest innovative ways to streamline your procedures. Working in small groups, workshop participants will then examine their standard course of action with a flight delay situation, an in-flight service complaint and/or a damaged baggage claim, to identify communication barriers, share best practices and develop innovative ideas. |
|
|
© |
|
||