The workshop was attended by VIAGS Executive Vice President Huynh Thi Tuong Van, VIAGS DAD Deputy Director Hoang Thi Ngoc Hanh, and staff members of the Passenger Service Center.

VIAGS Executive Vice President Huynh Thi Tuong Van addresses the role and responsibilities of a passenger service agent (Cre: Thai Phu).

Speaking at the workshop, Mrs. Tuong Van highlighted the importance of “firing up” passenger service agents so that they are motivated to deliver their services with love and dedication. Each and every leader has a role to play in inspiring a sense of devotion to the workplace among his/her employees. To such an end, it is vital for a leader to take the lead, set an example, create trust, be willing to change, and to understand his/her employees.

The workshop was engaging and insightful with practical and impassioned discussions initiated by the staff of the Passenger Service Center. Thanks to its service quality improvement efforts in 2019, VIAGS DAD ranked first in QPS as perceived by its partner airlines. The workshop also pointed out existing shortcomings, on which the VIAGS Executive Vice President gave her comments. The attendees thoroughly understood the impact of each and every job on the achievement of service quality targets. They then proposed solutions for maintaining and improving the service quality of VIAGS DAD in 2020.

The workshop serves to “fire up” passenger service agents (Cre: Thai Phu).

The four-hour workshop managed to communicate the big picture of service quality and the importance of motivating passenger service agents. Concrete solutions were also generated to handle the peak season of Tet 2020 and to improve service quality in 2020 skillfully.

Concrete solutions are generated to handle the peak season of Tet 2020 skillfully (Cre: Thai Phu).

Nguyen Mai Huong-COMM