Malaysia Airports Unveils Touch Campaign Ambassadors
28 February 2013
Kuala Lumpur, 28 Febuary 2013 - Malaysia Airports Holdings Berhad's (Malaysia Airports) today presented its TOUCH Campaign Ambassadors - Khairul Faris b. Shafiei from Maxis and Miko Ng from Gold City.
The two pipped over 5,000 frontliners working at KL International Airport (KLIA) and LCCT-KLIA to clinch the titles after a series of rigorous internal assessment.
As Malaysia Airports' TOUCH Campaign Ambassadors, Khairul Faris b. Shafiei and Miko Ng will take on the mantle of mentors and role models to work with other frontliners to elevate the standard of customer service at KLIA and LCCT-KLIA.
Launched in September 2012, the TOUCH Campaign seeks to inculcate and cultivate world class customer service practices amongst KLIA and LCCT-KLIA frontliners through structured service standards and guidelines, assessment and recognition.
"The TOUCH Campaign seeks to highlight the importance of frontliners in the entire customer service value chain. For the past three years, Malaysia Airports had been extremely focused in transforming our international airports into lifestyle destinations. We have looked at our Airport Commercial Models, our product and services offerings and our pricing.
"TOUCH completes our lifestyle value proposition. We recognize that the manner in which we interface with our customers is a key moment of truth and constitutes as much a part of lifestyle as the offerings we have," said Puan Faizah Khairuddin, Senior General Manager, Commercial Services Division of Malaysia Airports.
Stage One commenced since the launch in September 2012 where frontliners were provided training and thereafter, mystery shoppers were engaged to judge the frontliners at KLIA and LCCT-KLIA on their TOUCH attributes namely their communications skills, product knowledge, customer service level, demeanor and overall appearance.
Award pins were presented to frontliners who excelled in a particular category. There are a total of five categories.
20 frontliners received their pins from Tan Sri Bashir Ahmad, Managing Director of Malaysia Airports 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 standards to all our customers so that our airports continue to be their preferred choice.
"The TOUCH Campaign and its Ambassadors are the initial steps in a journey that will eventually allow Malaysia Airports to be recognized as a provider of excellent total airport services in both our aeronautics and non-aeronautics sectors, in our hard and soft skills," said Tan Sri Bashir Ahmad, Managing Director of Malaysia Airports.
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 & beverage (F&B) outlets at KLIA and LCCT-KLIA who are deemed to showcase TOUCH attributes are eligible to be nominated.
The TOUCH attributes are -- ability to deliver Total Customer Satisfaction; practise of Outstanding Service Practices, an Unforgettable Smile, beingConversant and Humbly Pleasant.
Added Puan Faizah: "Stage Two of the TOUCH Campaign involves the public - travelers 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."
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 as the first prize.
The public nominations period runs from 28 February till 30 April 2013. In return for their nominations, the travellers/visitors will stand a chance to win for themselves shopping vouchers of up to RM3,000.