The Trinity Forum – Service Culture
Nurturing a service culture
“There is a massive opportunity to really hone in on the human touch, as well as innovate through your digital experiences.”
So said Jaquie Scammell, award-winning author of Service Habits and The Future of Service is 5D, as she explored how the industry can better embrace a service-oriented culture on day one at Trinity.
Scammell said: “A service culture can have many different interpretations. To promote a service culture in your organisations: first, your employees need permission to step outside of their technical job and assist a travel customer. Second, they need you to be explicit about what that looks like.
“There’s a massive opportunity to really hone in on the human touch, as well as innovate through your digital experiences” – Jaquie Scammell
“Third, they need you to share with them and inspire belief that their job is not just technical and that the other half of their job is to serve.”
She added: “Most of your customers have heightened emotions when in your care and are stressed out, even the frequent flyers. Things such as strict timings, deadlines, loud PA announcements, keeping an eye out for children/family and dealing with crowded spaces all contribute to airport anxiety.” How we as an industry face these challenges will help define customer perceptions into the future, she added.
Scammell also presented the results of Melbourne Airport’s ‘Stepping Forward’ programme, which has achieved strong levels of advocacy among travellers.
Crucially, it offers a valuable template for how airports and their partners can build reputation and status, improve customer happiness, retain staff and lift teams’ productivity and efficiency.
Partner’s message
The Moodie Davitt eZine
Issue 341 | 4 December 2024
The Moodie Davitt eZine is published 14 times per year by The Moodie Davitt Report (MA Travel Retail). © All material is copyright and cannot be reproduced without the permission of the Publisher. To find out more visit www.moodiedavittreport.com and to subscribe, please e-mail kristyn@moodiedavittreport.com