AOT - Customer Delight: Delivering Exceptional Customer Service

Customer Delight, Event, Tourism

What We Do

Workshop for Success from Frontlines

Overview

First impression is all it takes to ensure a great start of traveling experience. That explains why Airports of Thailand PCL or AOT wants to step up training for its frontline employees who handle various kinds of work at its flagship facility, Bangkok’s Suvarnabhumi Airport. At any day of a week this location welcomes hundreds of thousands of passengers who need assistance for their luggages, direction and transportation, just o name a few. A key question is: How can AOT employees do a better job at delighting these customers as Thailand’s tourism is picking up steam.

Results

Jenosize created and facilitated a two-day training program for a total of 300 AOT employees. Given that the workshop was outside Bangkok to infuse a sense of learning while enjoying a fun retreat, there were many pieces of preparation. We used our expertise in event organization to carry out smooth operation for many activities, from retaining a team of customer delight coaches to securing space for interactive games. As a result, attendees fully absorbed lessons they would soon use to help worldwide travelers with impressive skills and a strong service mind, thus shoring up reputation of AOT, and Thailand at large.