Malaysia Airports rolls out customer-friendly initiative

  • Community
  • Tuesday, 05 Mar 2013

KHAIRUL Faris Shafiei and Miko Ng have been named Malaysia Airports’ TOUCH Campaign ambassadors, pipping more than 5,000 frontliners to clinch the titles.

Khairul Faris from Maxis KLIA and Ng from Gold City KLIA will now act as mentors and role models to work with other frontliners.

This is to elevate the standards of customer service at KLIA and LCCT-KLIA.

Launched in September last year, the TOUCH Campaign seeks to inculcate and cultivate world-class customer service practices amongst KLIA and LCCT-KLIA frontliners through structured service standards, guidelines, assessment and recognition.

“The TOUCH Campaign seeks to highlight the importance of frontliners in the customer service value chain.

“For the past three years, Malaysia Airports has been extremely focused on transforming our international airports into lifestyle destinations.

“We recognise that the manner in which we interact with our customers constitutes a major part of the lifestyle offerings we have,” said Faizah Khairuddin, senior general manager of the commercial services division of Malaysia Airports.

Stage One has commenced since the launch last September.

Frontliners were provided with training and mystery shoppers were engaged to judge the KLIA and LCCT-KLIA frontliners on their TOUCH attributes namely, their communications skills, product knowledge, customer service level, demeanour and overall appearance.

Award pins will be presented to frontliners who excel in a particular category.

There are a total of five categories.

Twenty frontliners received their pins from managing director of Malaysia Airports Tan Sri Bashir Ahmad at a presentation ceremony.

Of the 5,000 frontliners, 46 received all five pins. These five-pin winners each won RM500 as prize money.

“Service excellence is central to our business. We want to be the leader in airport innovation, providing new experiences and world-class service to all our customers so that our airports continue to be the best,” said Faizah.

Under Stage Two of the TOUCH Campaign, members of the public are invited to nominate their favourite frontliner from KLIA and LCCT-KLIA.

Frontline staff from all retail, services and food and beverage outlets at KLIA and LCCT-KLIA, who are deemed to showcase TOUCH attributes, will be eligible for nomination.

The TOUCH attributes are the ability to deliver total customer satisfaction, showcasing outstanding service practices, an unforgettable smile, being conversant and pleasant.

“Stage Two of the TOUCH Cam­paign involves the public — travellers and visitors who use KLIA and/or LCCT-KLIA.

“It is important that members of the public are involved as ultimately they are the people who matter,” said Faizah.

The frontliner who garners the highest number of public nominations, combined with the most number of champion pins, will win the Champions League and bag RM5,000 in prize money.

The public nominations period runs from Feb 28 till Apr 30.

In return for their nominations, travellers will stand a chance to win s shopping vouchers worth up to RM3,000.

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