Speaker Biograghy: As manager of the CS Management Team at Incheon International Airport, Ms Jung Mi Lim (Cristina) is one of the key players in the airport’s global recognition for its excellent airport service. She is currently in charge of Customer Service Monitoring and the Customer Feedback System (VOC) at Incheon Airport. Ms Lim has several years’ experience in the aviation industry, with backgrounds in CS strategy, marketing and PR.


Day 3 - 27 March
Session: Customer Service & Passenger Experience

11:20 - 11:50 - How to melt the dissatisfaction iceberg by collecting VOCs
Synopsis: Customers often don’t feel the need or motivation to express their opinions and so companies often don’t know what their customers want. The Voice of the Customer (VOC) system avoids this situation by hearing insights into things that a company would not normally hear, enabling it to discover hidden problems or issues the customers may have with its services or practices. In this presentation, Incheon Airport will share best practices on how it manages to collect different VOC by diversifying communication channels according to the passenger trends, creating initiatives for new ‘WOW’ services.

Audience will learn:

• Melting the ‘dissatisfaction iceberg’
• Proactive approach to obtaining customer secrets
• Successful feedback methods for unhappy customers