Recognising the airport community's commitment to customer service

What would you do if someone urgently needed help, but you couldn't speak their language? In February 2008, an employee at a Hong Kong International Airport (HKIA) bookstore spotted a passenger who was visibly upset. Cookie Kwong tried several methods to offer assistance, but the passenger only spoke Vietnamese. Finally, with the help of a Vietnamese phrasebook, Cookie discovered the passenger's flight had been delayed and he was worried because he couldn't phone home to alert his family. Cookie helped him place the call, prompting tears of joy from the relieved passenger. Cookie's resourcefulness was recognised today at an annual award ceremony for HKIA's Customer Service Excellence Programme (CSEP).
This is just one example of how the 60,000-strong airport community goes beyond the call of duty to serve HKIA customers. Often it's a small act of kindness, but sometimes these efforts can make the difference between life and death.
In December 2008, Hong Kong Police constables Choi Wai-pong and Ho Wai-chuen were on patrol when they saw a passenger collapse and lose consciousness in the Arrivals Hall. Constable Choi quickly began administering mouth–to-mouth resuscitation and chest compression while Constable Ho summoned help. Three officers from the police's Airport Security Unit rushed to the scene with an Automated External Defibrillator and made an attempt to restore his heart beating by the device.  With the help from a medic from the airport clinic and an employee of Airport Authority Hong Kong who arrived at the scene shortly, the passenger's condition was stabilised.  He was sent to hospital for further treatment and recovered later.
This year, 73 employees from the airport community received HKIA Best Service Awards through the Customer Service Excellence Programme. The CSEP was established in 2002 to promote an airport-wide commitment to customer service at HKIA.
At the ceremony, Airport Authority Hong Kong Chief Executive Officer Stanley Hui Hon-chung extended his gratitude to all airport staff and said, While HKIA's facilities are world-class in every sense, what really sets us apart is our commitment to service excellence.
Recently, we established a dedicated customer service team that is now examining every aspect of our service offering. They are analysing the passenger experience, from check in and security screening to immigration and baggage reclaim, as well as our transit and transfer arrangements.  Through these initiatives, we will build on our already high levels of customer satisfaction and continue to improve our services, added Mr Hui.
At today's ceremony, Mr James Tien, Chairman of the Hong Kong Tourism Board, expressed his appreciation to all awardees for their dedication in providing quality services. As competition among destinations intensifies, providing excellent service has become increasingly important for all of us in the tourism industry. I sincerely hope the stories of the awardees will motivate and inspire many more others to new levels of excellence in customer service, reinforcing Hong Kong's reputation as a visitor-friendly city and leaving visitors with lasting memories of our hospitality.
Alongside the HKIA Best Service Awards, three individual, three team and one corporate prize were introduced this year to recognise personal achievement and team spirit in customer service.  Cathay Pacific Airways received the corporate award this year for its commitment to customer satisfaction and quality service.

Source: Transportweekly