Markku Remes
My name is Markku Remes, I blog on the important subject of customer service.
I have worked for Finnair in customer service positions for 40 years, both on the ground and in the air. As the company’s Customer Experience Management Manager, I consider myself to something of a defender of customers’ interests.
My responsibility is to ensure trouble-free service for Finnair scheduled traffic’s millions of passengers from the beginning to the end of their flight experience – from booking to check-in, from gate to flight, and from there to arrival service or a connecting flight – accompanied by their baggage.
Customer service development work in Finnair is always a continuous cooperative effort between sales, marketing, ground handling, route network management, technical services, cabin service, pilots and catering, not to mention diverse external partners.
In my blog I will be commenting these issues.
My work is inspiring and challenging on a daily basis, and regularly involves success stories – at best in the form of positive customer feedback. A particular source of pleasure is the four quality stars received by Finnair in the international Skytrax classification www.airlinequality.com.
Finnair nework extends globally due to our membership in the oneworld alliance, which has just celebrated the 10th anniversary of its founding. Finnair is continually expanding its network and international importance. The number and proportion of our international passengers is continually growing due our successful via.Helsinki and Asia strategy. Thus our service must be adjusted to please our international guests, with a touch of Finnish quality. Finnish service can be counted on. It is friendly in an efficient way, reliable and always safe.
Markku Remes
Customer Experience Management Manager
This is very exciting. Hopefully a good and open discussion on customer service issues will seen on this blog.