Q. You have a lot of passion for what you do. What gives you this energy?

A. I guess it all has to do with the satisfaction you feel when you are able to put a smile on someone’s face or receive a warm “Thank you” from someone, either because you exceeded their expectations, or because they never expected to receive good customer service in the first place. It is actually a shame, but Cyprus still has a long way to go in grasping the fact that we are all human beings and that the most basic things like a smile, respect and courtesy for one another works miracles in any situation! We often complicate things by referring much too often to alienating words like “procedures”, “jurisdiction”, “responsibilities”, when in most Customer Service scenarios all the person opposite you wants to do is feel heard and understood! 

Q. How do you pass on your enthusiasm to others who work around you?

A. I guess by leading by example! But enthusiasm will only get you that far! You then better have other vital attributes to win the trust of your colleagues or associates, like integrity, honesty, reliability and often a good sense of humour! Offering praise to your staff for a “job well done” is also vital. We usually tend to focus on things that went wrong and forget to praise the people in our team often enough! People are the biggest asset in any organisation and that’s where our investment for the future lies! Most organisations forget that, if they know it at all!

Q. What is your vision for the airport?

A. That all airport users receive exceptional customer service from the moment they enter the airport grounds until they are onboard the aircraft. This is particularly challenging as a vision, since in any airport environment the traveller (sometimes oblivious to this) will experience a complex service chain involving many different parties, all with their own regulations, philosophy and identity, such as Airlines, Food & Beverages Outlets, Government Organisations, Retail Operations, Car Rentals, etc. In such a complex environment it is obviously therefore much harder to initiate a change in culture and achieve alignment in Customer Service initiatives and aspirations.

Q. What does an organisation need to do, so that it delivers outstanding customer service?

A. The most important ingredient in the recipe is “people”, and it all starts at the recruitment stage. You have to recruit the right people. I am a firm believer that in any recruitment situation it is important to recruit the right ATTITUDE, because that rarely changes! And in Customer Service nothing is as important as the attitude your people will share with the public, since they are the showcase of your organisation. People will always forgive you for an honest unintended mistake but they rarely forget BAD ATTITUDE! Ongoing and “exciting” Training that does not put you to sleep is also a vital component to keep things from stagnating!

Q. What are the challenges of being in customer service?

A. There is ALWAYS room for improvement! It is a never ending journey to please a consumer that is growing more aware, more demanding and often more spoiled!