Continuing with our special Customer Service Week series, OmniServ’s Samantha Saunders argues that to lead customer service innovation in an industry, you need commitment across the board. Leadership: Championing customer service The air travel industry is all about the customer experience; and I am glad…
The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes At OmniServ, our biggest single UK contract is with Heathrow Airport, where we deliver assistance for passengers classified as…
In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery. Capability & Skills: Identifying and nurturing customer service skills in your organization. Airports are like…
OmniServ has partnered with London Stansted airport to trial the Wheellator, a mobility solution for passengers with low to medium level mobility issues. The product is a cross between a wheeled walking frame and a light-weight wheelchair and allows passengers to regain some independence. It was…
Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them At OmniServ, we deliver a wide range of services to a diverse group of…
One of the highest profile events in the travel retail calendar, The Frontier Awards, will this year be sponsored by staffing, travel retail and experiential specialists, Blackjack Promotions. Run by the sector’s leading news magazine DFNI, The Frontier Awards celebrate the best of innovation and creativity…
As the head of innovation & regulatory compliance at OmniServ, the UK’s biggest provider of assistance to disabled passengers, Samantha Saunders is well positioned to comment on why we all benefit from the adaptation of our surroundings and working practices to help people with autism. …
Having employees shadow colleagues from other teams can help them understand the value of other parts of the business, says Samantha Saunders Airports are like small towns, but small towns with one main purpose: to welcome passengers and their baggage and get them attended to…
The travel retail sector is at an all-time high as it attracts and engages passengers with a unique and convenient shopping experience – no matter what currency customers use, or what language they speak. Do these advantages help it beat the UK’s challenging high street…
The quality of your sales team will always be important, but how can salespeople perform when they don’t have the right tools to succeed? Whether building a high-performing sales team or expanding an existing one, ensuring you have the right technology and talent in place is crucial. But…