In Portuguese, English, Spanish, French, Italian… TAP clients speak different languages, and their places of origin and destinations are very different, but anyone working directly with them knows that they all expect much the same from us and that when they get what they want they are pleased and grateful.
"Ho parlato con l'operatrice Alessandra,molto gentile cortese e professionale,mi ha dato tutte le informazioni utili. Grazie TAP."/ “I spoke to operator Alessandra, who was very kind, courteous and professional, and gave me all the information I needed. Thank you TAP.” (praise for Alessandra Pitzus at the Contact Centre)
The return of the Simpatia Programme was announced to employees about two months ago after a symbolic tribute was paid to 19 front-line employees who had recently received praise from clients. It is now being launched at full strength. This week, all Victoria Gold, Silves and Miles clients were sent Simpatia kits consisting of four cards and a letter. We also launched an in-house campaign to raise awareness of all TAP, Portugália, Goundforce and White employees of the procedures for registering letters received.
“I would like to thank the airport desk employee Maria João Gato for her patience and professionalism and for solving the problem. Many thanks." (praise for Maria João Gato, from the Lisbon Hub)
The aim of the new Simpatia Programme is TAP clients’ recognition of front-line staff in the proven certainty that this recognition encourages positive attitudes when serving clients, thereby strengthening the culture of service.
It is worth recalling Fernando Pinto’s words at the employee tribute lunch. “I would like to thank you personally for how moved I am by your words of praise. Every day we struggle to achieve what you have achieved. The most important thing is recognition from our clients.”