A dedicated premium customer service course was held at Sofia Airport with a trainer from Munich Airport. The course was designed for employees who interact directly with passengers and aims to improve their knowledge and communication skills (verbal and non-verbal) in customer service.
The training covered topics such as the elements of premium services, understanding and responding to customer needs, awareness of cultural differences and focus on creating a pleasant customer experience at the airport; motivating others in the team towards the goal of a 5-star airport; managing feedback from passengers, including those with special needs and much more.
The training involved people from the Sofia Airport team working in the terminals, providing passenger information, to those who are involved in airport security and help passengers with reduced mobility.
The training is a part of a comprehensive joint program by SOF Connect and its partner Munich Airport to improve the knowledge and skills of the Sofia team on the way to the challenging goal of a five-star regional airport by 2028.
The trainer Magdalena Sokol, has many years of learning and career-development teaching experience and works for Munich Airport in the international training and consulting unit.
“The training is a very useful experience for us, we get information directly from the people who manage the processes in Munich and have already walked the path to the five-star rating”, said SOF employees who participated in the training.
“I am pleasantly surprised by the strong motivation of the team in Sofia, their desire to develop and how well they understand customer needs. I believe in the success of this project because people are the main driver of success and we have capable colleagues here“, said the trainer Magdalena Sokol.