CUSTOMER SERVICE
An on-demand cinema is also available in which passengers sit in futuristic egg shaped booths to watch their favourite movies; a second, two-screen CGV cinema with 229 seats and a video and media art experience is set to open in the Transportation Centre in May.
A 1,109sqm skating rink and performance hall with 11 shops, including Mario Crepes, Olive Young and Etude will also add to the experiences on offer. But of course there are two sides to customer service;
it’s not just about what you get right, but how you react to customers, feedback when things go wrong. In Incheon’s case, ensuring passengers are happy with their airport experience is the driver of its third pillar of customer service – managing the passenger experience. “British Airways has a customer service model we use which states that of all those customers who had a bad experience, around 8% will speak to a member of staff directly about it, 23% will voice their complaints online and
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another 69% will not speak to anyone about their experience,” explains Choi. To ensure this silent majority gets heard the airport
has a Voice of Customer (VOC) complaint system, which is distributed using 20 tools, some of which are new, like text messaging and social media, some a little more traditional, such as letters and even postcards. Passengers can leave their feedback literally
everywhere at Incheon, from its website through to 23 main touch points and 196 computers in the terminal.
Passenger feedback is considered very important and is constantly monitored by the Customer Service (CS) team to ensure service levels remain high and weak points are identified. Incheon’s CS executives also monitor their own staff to ensure high standards are maintained. This could take the form of phone calls to frontline staff by managers posing as passengers, or CS ‘doctors’ – consultants
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