Beverly Lewis, East Coast Regional Manager, Alaska Airlines, USA

Speaker Biograghy: Beverly has over 40 years' experience with the customer service industry, 17 of them with Alaska Airlines, overseeing station operations for three major airports, and now as the Eastern Region Compliance Manager supporting 15 stations in the Eastern Region, overseeing Alaska Airlines policy and safety compliance, TSA and FAA. Beverly has a strong passion for customer service and building strong vendor relationships. She is also the Orlando International Airport Airline Management Council Charity Committee Chair, and organiser of their Annual Charity Golf Tournament.


Day 1 - 15 March
Session:
Customer Service & Passenger Experience


09:05 - 09:05 - Conference Chairs

Day 2 - 16 March
Session:
Customer Service & Passenger Experience


10:20 - 10:45 - Alaska Airlines' customer service framework
Synopsis: Why does an airline that has won eight consecutive JD Power awards need to improve on something it already does exceptionally well? At a time when the company has seen some of its greatest success, Alaska Airlines has decided to double down on its commitment to customer service by internally rebranding it. A new service framework, crafted by mainline employees from across multiple workgroups, was developed. This presentation will walk you through the two-day 'experience' that over 2,000 Alaska Airline customer service agents will take during this two-day event, including the logistics of putting it all together.

Audience will learn: