Filipa Elvas, Cláudia Ramos, Sofia Fonseca, Luísa Soares, Joana Jacob, João Maia, João Lourenço, Maria João Chagas, Elisabete Pereira, Mélanie Antunes, Sofia Serrenho, Rui Alves, Sílvia Nunes, Ana Bicho, Roberta Pinto, Henrique Costa, Sara Fernandes, Susana Nogueira and Ricardo Vieira.
They were invited to the internal launch of the Simpatia Programme, a Recognition Lunch on 18 May. All front-line staff – Talk To Us, Contact Center, Premium Desk (Airport) and cabin crew – they were the first to be recognised at the surprise relaunch of the Simpatia programme.
“For some time we have been working on something that is part of TAP’s DNA, recognising and celebrating success”, was how Abílio Martins, TAP vice-president of marketing and communications, opened the event. Talking of recent initiatives to improve contact with TAP’s clients, Abílio Martins told the guests “We need you, who already do this, to be the representatives of this transformation to the clients, and we definitely need to give value and scale to show the whole company what small gestures can achieve in terms of TAP customer satisfaction”.
The aim of the new Simpatia Programme is TAP Client recognition of front-line staff in the proven certainty that such recognition encourages positive attitudes when serving clients, strengthening the culture of service.
Simpatia cards are sent to Gold Clients, who are invited to hand them to members of staff who stand out for the quality of service they provide. On this day, it was Fernando Pinto who signed the cards given to the guests who received the most praise from clients.
“I would like to thank you personally for the emotion the praise you received has brought me. Every day we struggle to achieve what you have achieved. And most importantly, the recognition of client”, said Fernando Pinto in his opening address, adding “You cannot imagine what it is like to hear praise comparing you to the best in the world”.