TAM receives Service Excellence Award


TAM Linhas Aereas, a Group TAM company, was awarded the 2008 Consumidor Moderno Award for Excellence in Customer Service in the airline category on the evening of May 26. The top consumer relations award in Brazil is given out once a year by the consumer magazine Consumidor Moderno, in partnership with GFK Indicator, one of the world’s largest market research groups. TAM Marketing Director Manoela Amaro received the award on behalf of the company.

The awards ceremony, held in Sao Paulo, was also attended by Maria Claudia Amaro, President of the company’s Board of Directors, Klaus Kuhnast, Sales Director, and Daisy Souza, Manager of the service “Talk to the President.”

Selection of winners for the Consumidor Moderno Award took place in three stages. In the first stage, companies were invited to respond to a questionnaire evaluating a variety of issues such as corporate mission, customer satisfaction, relationship marketing, social responsibility and team motivation, among others. In the second and third stages, finalist companies were tested on telephone and web or e-mail service. The customer in this case was a professional auditor trained to evaluate the necessary attributes for obtaining the award. Each company received ten phone contacts and ten e-mails with questions and requests for information. Forty-nine categories were evaluated. Companies with the highest scores in the final assessment of each stage were the winners of each category.

The company was also winner in two categories of the FAVECC Partnership Award (Forum das Agencias de Viagem Especializadas em Contas Comerciais). The company was selected best National Airline and best International Airline with service to Europe by the agencies making up the Forum. The prizes were awarded on Monday, May 26 in the presence of TAM Commercial Vice President Wagner Ferreira, Sales Director Klaus Kuhnast, and Commercial Manager for Sao Paulo Tony Garcia. This is TAM’s sixth straight win in one or more categories.

This was the 12th edition of the Partnership award, which evaluates route service delivery as well as commercial service for the corporate segment. FAVECC focuses on business tourism and management of corporate travel accounts, whose main objective is to provide excellence in the quality of service provided.

“Undoubtedly, these coveted awards increase our responsibility to ensure total satisfaction of the passengers who travel with us in Brazil and abroad. We constantly strive to make passengers’ trips more convenient and enjoyable. This quest for excellence is a commitment we undertake for our customers,” said TAM President Commander David Barioni Neto. “We systematically seek to provide not only excellence of service, but also excellence in technical and operational performance as well as in company management.”