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Malaysia Airlines’ Kicks Off Customer Experience Week.


A Malaysia Airlines Airbus A330 9M-MKV after a...

A Malaysia Airlines Airbus A330 9M-MKV after a flight from HKG to KUL. (Photo credit: Wikipedia)

Malaysia Airlines (MAS) will launch its MH Customer Experience Week at various customer touchpoints in KL International Aircport (KLIA) from 4 till 8 June 2012.

This in line with the MAS’ Business Plan where ‘Branded Customer Experience’ is one of the three foundations for achieving the airline’s vision to be the Preferred Premium Carrier.

MAS’ Head of Customer Experience, Dato’ Salleh Ahmad Tabrani said “This move is to reinforce the ‘customer-oriented culture’ and enhance our branded customer experience

“Several programmes will be introduced between 4 and 8 June at specific durations to strengthen customer orientation among our front-liners as well as induce team work and provide further opportunities to know more about each other’s operational tasks”

From 4 to 6 June, the ‘You Matter Most’ programme will be rolled out at different areas in KLIA including the Main Terminal Building, Contact Pier and Satellite Building. A group of MAS staff will meet-and-greet passengers and hand out giveaways together with the airlines’ Group Chief Executive Officer, Ahmad Jauhari Yahya who will join the team at one of the departure gates. The remaining groups will be greeting arriving passengers for selected flights.

“Besides the meet-and-greet, we also want to share our excitement with our customers on the much awaited A380 aircraft, by giving away A380 souvenirs” Dato’ Salleh said.

Meanwhile, MAS’ Senior Managers will be assisting staff at all customer’s touch points in Kuala Lumpur, Subang and KLIA which includes the call centre, baggage handling area, ramp, check-in services, ticket offices, transfer desks and lounges throughout specific durations of the programme. Coined MH ROCKS (Reaching Out to Customers and Kakitangan Sentiasa), this initiative enables management members to assist and interact with customers and staff whilst increasing their awareness and understanding of front-liners’ routines.

In addition to the ‘Customer Experience Week’, the Aircraft Sweep audit will take place from 7 through 8 June 2012, whereby, cross-functional volunteers (which consists of MAS staff) will get to perform 100% checks on aircraft seats, cabin defects and cleanliness to deliver customer expectations. This sweep will be a night audit, whereby staff will start inspecting the aircraft s from 7:00pm until 1:30am.

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