MALAYSIA. Malaysia Airports has named Khairul Faris b. Shafiei and Miko Ng as the winners of its Touch Campaign, an initiative that aims to cultivate customer service excellence at Kuala Lumpur International Airport (KLIA). The duo came out on top among more than 5,000 frontline staff to become the campaign’s official ambassadors.

As Touch Campaign Ambassadors, Shafiei and Ng will become mentors and role models to work with other frontliners to elevate the standard of customer service.

Launched in September 2012, the Touch Campaign seeks to cultivate world-class customer service through structured standards and guidelines, assessment and recognition.

Malaysia Airports Senior General Manager Commercial Services Division Puan Faizah Khairuddin said: “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.

(L-R) Miko Ng, Touch Campaign Ambassador and Sales Executive of Gold City, KLIA; Malaysia Airports Senior General Manager Commercial Services Division Puan Faizah Khairuddin; Malaysia Airports Managing Director Tan Sri Bashir Ahmad; Malaysia Airports Senior General Manager Operation Services Dato’ Azmi Murad; and Khairul Faris b. Shafiei, Touch Campaign Ambassador and Customer Care Consultant, Maxis KLIA

“Touch completes our lifestyle value proposition. We recognise 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.”

The Touch Campaign seeks to highlight the importance of frontliners in the entire customer service value chain
Puan Faizah Khairuddin
Senior General Manager Commercial Services
Malaysia Airports

During stage one of the campaign, staff were provided with training and later put to the test by mystery shoppers planted at KLIA and the Low Cost Carrier Terminal (LCCT-KLIA). They were judged on their communications skills, product knowledge, customer service level, demeanor and overall appearance.

Award pins were presented to staff that excelled in a particular category; there are a total of five categories. At the presentation ceremony, Malaysia Airports Managing Director Tan Sri Bashir Ahmad gave out pins to 20 frontliners; of the 5,000 frontliners, 46 received all five pins. These five-pin winners each won RM500 (US$162) as prize money.

Under stage two of the campaign – commencing this week – members of the public are invited to nominate their favourite frontliner. Frontline staff from all retail, services and food & beverage outlets at KLIA and LCCT-KLIA are eligible to be nominated. These attributes, as laid down by the comapny, are the ability to deliver Total Customer Satisfaction; the practice of Outstanding Service Practices; an Unforgettable Smile; being Conversant and Humbly Pleasant.

Added Puan Faizah: “Stage two of the Touch Campaign involves the public – travellers 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 pins will win RM5,000 (US$1,620) 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 (US$970).

“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,” Puan Faizah continued.

“The Touch Campaign and its ambassadors are the initial steps in a journey that will eventually allow Malaysia Airports to be recognised as a provider of excellent total airport services in both our aeronautics and non-aeronautics sectors, in our hard and soft skills.”