Gulf Air, the national carrier of Bahrain, led the 54th annual conference of Worldwide Airlines Customer Relations Association (Wacra) - the global customer relations forum - in Kuala Lumpur recently.

The theme of this year’s conference was Merging Cultures: Turning Challenges into Opportunities.

Addressing the opening session of the forum, Wacra chairperson Kavita Sharma Jassim and Gulf Air senior manager Customer Care & Service Quality Control, touched upon the importance and issues relating to customer relations in the wake of recent developments in technology, social media, and the digital world that have changed customer perspectives and expectations.  

“In our business of care, it is crucial to manage negative customer experiences without compromising corporate reputation, especially in today’s world where social media has become a powerful platform,” said Jassim.

“At the forum, we exchanged experiences and ideas on how to convert challenges into opportunities by understanding the Customer Harmonics and how we can create a branded service culture to deliver unique customer experience.

“We also underscored the importance of competitive advantage that we all require in our daily customer care to bring in the much needed value addition to our business in challenging business conditions.”

“Above all, it was a great opportunity for me to project the Kingdom of Bahrain and our national carrier Gulf Air at the international forum, sharing over six decades of our experience in the business,” Jassim concluded.

Hosted by Malaysian Airlines, this year’s Wacra conference saw over 80 delegates participating with many of them actively involved in several sessions. – TradeArabia News Service