Customer Service Beyond Lip Service

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Customer Service Beyond Lip Service
Customer Service Beyond Lip Service
#acinajax
Customer Service Beyond Lip Service
Pam Aitken
Take Away From Conference:
Learning the many aspects of customer
service at airports – see what is new and
maybe learn some old tricks of the trade
from others.
Personal Passion:
My Family
Customer Service Beyond Lip Service
Nancy Blanton
Take Away From Conference:
Learn about how to improve our airport
signage and branding from the customer
service perspective.
Personal Passion:
Writing, dogs, and I can’t wait to
sink my toes into the sand at the
beach!
www.aci-na.org
4
Customer Service Beyond Lip Service
Sharon Boucher
Take Away From Conference:
Gain new insights and ideas in
promoting customer service at BGR.
Personal Passion:
Shopping!
Customer Service Beyond Lip Service
Debra J. Bouier
Take Away From Conference:
How to transform customer service
into a customer service culture and
how to inspire an organization from
the inside-out.
Personal Passion:
Mentoring at risk children.
Customer Service Beyond Lip Service
Cheryl Brown
Take Away From Conference:
Learn one new thing from each of the
sessions.
Personal Passion:
Photography/Photo Editing
ACI-NA is your advocate ensuring airports have the financial resources to meet the needs of
passengers and their communities.
ACI-NA is your watchdog, pushing back on over-reaching and costly federal regulations and
legislation.
ACI-NA is your representative, standing up for airports to make sure that government
agencies work with you when developing and implementing security and facilitation
measures.
ACI-NA is your expert on key airport issues and policies—from the environment to security,
safety to legal issues, and from NextGen to airport finance.
ACI-NA is your source for valuable data, analysis, and benchmarking information to improve
airport efficiency and reduce costs.
ACI-NA is your resource for professional development, training and networking.
www.aci-na.org
Customer Service Beyond Lip Service
Roxanne D. Butler
Take Away From Conference:
How to better communicate to
customers.
Personal Passion:
Grade school volunteer
Customer Service Beyond Lip Service
Priscilla Carey
Take Away From Conference:
The opportunity to learn from the
attendees some "best practice" ideas
that we can use with our visitor services
program at Reagan.
Personal Passion:
My children and grandson!
Customer Service Beyond Lip Service
Brian Cobb
Take Away From Conference:
Looking forward to the networking and
conceptual development
opportunities.
Personal Passion:
Passionate Parenting; or as my
children prefer to say,
“Lecturing”
Customer Service Beyond Lip Service
Ferdinando Colavita
Take Away From Conference:
Bring back new ideas as how to serve
our customers and exceed its needs and
expectations consistently so that their
expectations are met.
Personal Passion:
Food and Fashion
MARK YOUR CALENDARS
2013 Marketing & Communications Conference & JumpStart® Air Service
Development Program
June 3-6
Atlanta Marriott Marquis
*
www.aci-na.org
Customer Service Beyond Lip Service
Marsha Crear
Take Away From Conference:
Looking forward to networking and
learning best practices for the ADA
airport operator compliance review
Personal Passion:
I enjoy badminton…..and I am
pretty good !
Customer Service Beyond Lip Service
Christine Cusatis
Editor
Take Away From Conference:
To meet new people and gain additional
industry knowledge!
Personal Passion:
Painting
Customer Service Beyond Lip Service
Mary K. Davis
Take Away From Conference:
Hear what others have done, what
criteria they are looking at with respect
to airport service and the partnerships
with tenants, concessions.
Personal Passion:
My family and my animals—dogs and
horses. We love riding in the desert
in Tucson!
Customer Service Beyond Lip Service
Kari Dean
Take Away From Conference:
More information on Airport Wide
Customer Service Programs and the
opportunity to meet and network with
other Customer Service professionals.
Personal Passion:
Event and Party Planning
Customer Service Beyond Lip Service
Take Away From Conference:
Learn what other airports do in the way
of Customer Service.
Personal Passion:
Downhill skiing
Customer Service Beyond Lip Service
Morgan Dye
Take Away From Conference:
I hope to find out what issues are most
important to airport customer service
leaders so that ACI-NA can provide the
appropriate resources to help support
those efforts.
Personal Passion:
I love a great screenplay!
Customer Service Beyond Lip Service
Karen Ellis
Take Away From Conference:
Networking (see old friends and
establish new relationships) and to learn
best practices from the industry’s
GREATEST leaders.
Personal Passion:
Watching Law and Order SUV, and
football.
Customer Service Beyond Lip Service
Lisa Eldridge
Take Away From Conference:
Network and meet fellow colleagues in
the airport marketing industry, as well
as learn more about branding our airport
customer service program.
Personal Passion:
Spending time with my Olde English
Bulldogge, Zuzu.
Customer Service Beyond Lip Service
Stephanie Freeman
Take Away From Conference:
Learn more about Customer Relations at
Airports.
Personal Passion:
Clemson Football!!
Customer Service Beyond Lip Service
Steve Gentry
Take Away From Conference:
How other airports are using social
media to engage and assess their
passengers.
Personal Passion:
Restoring a 34 year old boat
Customer Service Beyond Lip Service
Sue Hansen Smith
Take Away From Conference:
I look forward to learning from others
about ensuring the role of customer
service retains value.
Personal Passion:
Long walks at the beach.
Customer Service Beyond Lip Service
Lucinda Harshman
Take Away From Conference:
New ideas of what other airports may be
doing related to customer service and
thoughts on how to best apply them to
things we are doing in Pittsburgh.
Personal Passion:
Family, and spending time together
skiing during the winter months and
sailing or lazing around boats,
beaches and water during the
summer months.
Customer Service Beyond Lip Service
Alison Hashimoto
Take Away From Conference:
I hope to find new airport stories we can
produce for Airport Network.
Personal Passion:
I love to read about, create and eat
great food.
Customer Service Beyond Lip Service
Patrick Hogan
Take Away From Conference:
Hear of creative ways airports inform
customers about amenities and services.
Personal Passion:
I can't play, sing or dance but am a
big music fan.
Customer Service Beyond Lip Service
Take Away From Conference:
I hope to learn new ways to continue on
providing passengers with a quality
airport experience.
Personal Passion:
I am fascinated by new people and
new adventures.
Customer Service Beyond Lip Service
Carol Hyams
Take Away From Conference:
Definitely networking…I just started this new
role focusing on customer service and absorb
as much as possible. I’m particularly
interested in the Volunteer Program, as I will
be building a volunteer program for Toronto
Pearson.
Personal Passion:
Big sci-fi fan, so I love to watch
movies and read about aliens and
alien cultures, also greatly
interested in the paranormal.
Customer Service Beyond Lip Service
Krista Kealey
Take Away From Conference:
To expand my knowledge of new cutting
edge Customer Service Ideas in the
Airport Industry.
Personal Passion:
Boating
Customer Service Beyond Lip Service
Marcus S. Kemp
Take Away From Conference:
Identify new opportunities in customer
service by airports.
Personal Passion:
Photography and Motorcycling
Customer Service Beyond Lip Service
Jeff Lea
Take Away From Conference:
Network with those from other airports
to learn about new ways to tackle
existing and new challenges.
Personal Passion:
When not on crutches, I’m a runner
and play soccer.
Customer Service Beyond Lip Service
Bryan Long
Take Away From Conference:
To steal some great ideas to help JAX
take over the world!
Personal Passion:
Meeting new people and mastering
new skills.
Customer Service Beyond Lip Service
Take Away From Conference:
Help airport authorities improve the
passenger experience at their airports as
measured by customer satisfaction
tracking research.
Personal Passion:
Co-President of a non-profit soccer
club which has 1200 players.
Customer Service Beyond Lip Service
Doug Mark
Take Away From Conference:
Make contact with people and
businesses in the Airport Customer
Service industry.
Personal Passion:
NASCAR racing and the World of
Outlaws racing.
I personally raced for 25 years
in Canada.
Customer Service Beyond Lip Service
Brad Martin
Take Away From Conference:
To gain Customer Service opportunities
(steal ideas) from other airports to
use at Boston Logan!
Personal Passion:
Golf
Customer Service Beyond Lip Service
Kelly Martin
Take Away From Conference:
Looking forward to the entire agenda.
To share ideas, see old friends & meet
new ones
Personal Passion:
Painting
Customer Service Beyond Lip Service
Maxine Montgomery
Take Away From Conference:
How to brand our Customer Service
program and get ‘buy-in’ from our
terminal operators.
Personal Passion:
I am a competitive curler.
Customer Service Beyond Lip Service
Mark Muchaey
Take Away From Conference:
Listen and learn from other participants
and their airport organizations; there’s
always something new to learn about
delivering a great customer experience,
and I’m excited to hear first-hand what’s
being tried at other airports.
Personal Passion:
DIY/home remodeling – I really
enjoy projects around the house to
maintain and improve energy
efficiency, functionality, and
aesthetics.
Customer Service Beyond Lip Service
Ramsey Nuwar
Take Away From Conference:
Networking/meeting people/learning
about other businesses, issues and
priorities.
Personal Passion:
Spending time on my boat.
Customer Service Beyond Lip Service
Joanne Paternoster
Take Away From Conference:
To keep informed about the State of our
Industry regarding Customer Experience
Management and to network with other
airport professionals.
Personal Passion:
My 5 beautiful grandsons!!!!
Customer Service Beyond Lip Service
Leonor “Leo” Prado
Take Away From Conference:
Learn new trends that will help me take
the customer service provided by the
Miami International Airport
concessions to a TOP NOTCH level.
Personal Passion:
Having fun with my 7 year old son
Customer Service Beyond Lip Service
Take Away From Conference:
Be able to share ideas of fun projects to
implement in our airport to better our
customer service.
Personal Passion:
Cooking
Customer Service Beyond Lip Service
David Regula
Take Away From Conference:
Bring home one Great idea!
Personal Passion:
Raise all natural grass fed Hereford
Cattle.
Customer Service Beyond Lip Service
Take Away From Conference:
Best Practices
Personal Passion:
Golf
Customer Service Beyond Lip Service
Take Away From Conference:
Learn about 2013 customer service
initiatives in current and potential
client airports.
Personal Passion:
Family, my three boys and 2
grandchildren (1 boy, 1 girl). They
are my joys!! Also, travel and
going to the theater.
Customer Service Beyond Lip Service
Christina Siebold
Take Away From Conference:
Stay informed on the trends in airport
customer service and ensure my
organization and our tenants are serving
our guests in the most effective way
possible.
Personal Passion:
All things culinary – eating, cooking
and exploring local markets and
restaurants.
Customer Service Beyond Lip Service
Take Away From Conference:
Learn best practices in customer
services and how other airports are
using their volunteers.
Personal Passion:
B_R_U_U_U_C_E (you’re from
Jersey, you gotta know which Bruce
that is!!!)
Customer Service Beyond Lip Service
Peter Spurway
Take Away From Conference:
Ideas to help our airport serve our
passengers and visitors even more.
Personal Passion:
Golf
Customer Service Beyond Lip Service
Gloria Thaxton
Take Away From Conference:
Learn great ideas to make our Volunteer
Program soar from mediocrity to
outstanding; ways to educate staff and
airport tenants about the benefits of
providing exceptional customer service;
more about the benefits of social media.
Personal Passion:
I AM AN AVID SPORTS FAN. Memphis
Grizzlies is my team of choice.
On the web
www.aci-na.org
On facebook
www.facebook.com/airportscouncil
On Linked In
http://www.linkedin.com/company/airports-councilinternational---north-america
On Twitter
twitter.com/#airportscouncil
twitter.com/#gprincipato
Conference handle: #acinaJAX
www.aci-na.org
Customer Service Beyond Lip Service
Ralph Tragale
Take Away From Conference:
Speaking with my counter parts at other
airports to see what kind of resources
they allocate to customer service and
compare it to what we allocate.
Personal Passion:
I love to play golf.
Customer Service Beyond Lip Service
Ivan Tse
Take Away From Conference:
I want to hear what other airports are
doing to surprise and delight their
customers.
Personal Passion:
Disney Fanatic
Customer Service Beyond Lip Service
Stephanie Tucker
Take Away From Conference:
Learn a more effective way to get the
tenants at the airports to “buy into” the
Airports focus on customer service.
Personal Passion:
Family, growing orchids and the
Harry Potter series.
Customer Service Beyond Lip Service
Scott Wintner
Take Away From Conference:
Expand my network of friends in various
areas of other airports from whom I can
draw inspiration when I get back home.
Personal Passion:
Lacrosse
Please recycle your badge holders & lanyards
Drop off your unwanted badge holders and/or lanyards at the
registration desk
www.aci-na.org

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