A CS working group was set up within the company in order to identify what our customers expect in terms of facilities and services at Haneda Airport’s international terminal, which is Japan’s main gateway to the skies; how we can respond to those expectations and offer services and hospitality that satisfy our customers; and what type of “awareness” is required to provide such high-quality services and hospitality; and then to summarize these ideas into TIAT’s CS philosophy.
In compiling this CS philosophy, we felt that it was necessary to make it something that all the staff working in the terminal could relate to and share. It would also have to be expressed in words that were easy to understand and inspiring for each employee to rely on and look to for emotional support.
We believe that as these words filter through, nurturing a spirit of hospitality inside individual employees, a common directionality will manifest itself throughout the terminal. Only then can we provide wholehearted services that can truly satisfy our customers.
This aspiration is our starting point in creating a terminal that is pleasant and comfortable for all our customers.
This CS philosophy is shared throughout the international terminal and is sought to be attained by staff who undertake their duties with the awareness that they are all concierges.
CS (Customer Satisfaction), ES (Employee Satisfaction), SS (Stake-holder Satisfaction)
We will constantly pursue satisfaction in all these areas.
Our CS Slogan does not stop at merely offering standard service. Rather, it expresses our commitment to providing high-quality service beyond our customers' expectations.
Diversity is of paramount importance to Haneda.Just as the Japanese language is made up of diverse elements, so is our society and our customer base. To satisfy the needs of this diverse customer base, we must offer an equally diverse range of advantages: greater convenience, friendliness and attraction. Each of these makes up the core of customer satisfaction at the international terminal at Haneda.
This represents our desire to offer services tailored to the needs of individual customers.
Our CS initiatives are implemented with the goal, not of "making" our customers satisfied , but of leaving them "feeling" satisfied .
Actions for achieving this begin with awareness.
|Action relating to "safety"||Actions relating to "CS"|
|Actions relating to "ES"||Action relating to "terminal environment"|
This pledge of action will be used on a daily basis as a guideline to help employees as well as groups and organizations working in the terminal to think about how they should act on their own accord.
We will carry out various CS improvements based on our CS philosophy.
In order to accurately identify the level of satisfaction among our customers, we will collect comments and requests on a daily basis, conduct questionnaires and systematically carry out various other types of surveys. Survey results obtained will be used to improve terminal facilities and services.
The results of each CS survey will be released on this page as they become available. Furthermore, a CS Committee and Haneda Airport International Area Passenger CS Liaison Committee will be set up to share information with various companies, groups and organizations within the airport and to make an airport-wide effort to improve CS.
The TIAT CS POCKET GUIDE, which provides a summary of our CS philosophy, will be distributed to all employees working at the international terminal so that they can extend hospitality to our customers with the awareness that they are all “concierges”. TIAT staff will also provide CS education after the terminal opens to instill our CS philosophy in the airport staff.