CUSTOMER SERVICE
Phoenix Sky Harbor’s ‘Amelia The Airplane’ and the Paradise Bakery’s cookie mascot.
The programme, designed to be a grassroots effort, was one
of the most collaborative undertakings the airport has ever initiated. The vision to “wow” passengers by setting specific customer service standards (referred to as PDXpectations) and establishing a culture of personal responsibility, was shared 18 months ago with 175 tenant managers. From there, a 15-member committee developed a campaign
entitled ‘Make the Connection, Our Customers and You’, which kicked off in February. So why does the airport take customer service so seriously? PDX’s
customer relations manager, Donna Prigmore, says: “Because our passengers deserve it, and we want them back. It’s that simple.” Approximately 80 people get recognised monthly for going out of
their way to ensure PDX passengers are well-taken care of. Ten additional employees are recognised at a networking lunch each quarter as ‘Best of the best’ employees. A new training DVD, currently under development, will be available
to all airport businesses and agencies in January. The DVD will serve to communicate the high expectations PDX has of all employees. Adds Prigmore: “The new programme is working. After all, it’s not
about the airport, it’s about the people in the airport that counts.” Elsewhere in the US gateway, Port Columbus International Airport in
Ohio has introduced an employee recognition programme for those providing a ‘WOW’ service, and has now honoured over 20 staff from more than half-a-dozen airport partners. “We define ‘WOW’ service as an act that goes above and beyond the
expected daily responsibilities of an airport employee,” explains Mark Mulchaey, who manages customer service for Columbus Regional Airport Authority. “Airport employees and passengers submit nominations for
qualifying employees to the customer service team, which reviews and validates the ‘WOW’ service. Next, to provide the honourees with the
74 AIRPORT WORLD/OCTOBER-NOVEMBER 2010
attention they deserve, we display their photo on our wall of recognition where we gather airport leaders for a surprise, public ceremony. We’ve seen lots of joyful tears in the process, which confirms to us that this is a meaningful recognition for our airport partners.” Anyone at Port Columbus who interacts with airport customers
qualifies to participate in the recognition programme, including all personnel employed by airlines, retail tenants, concessionaires, rental car agencies, a variety of service providers, the TSA and airport authority. Meanwhile, Manchester-Boston Regional Airport employees are set
to take part in a new programme that will teach them how to become more proactive and productive problem-solvers for distressed travellers they may encounter at their airport. The Resiliency Edge programme provides employees with
productivity enhancement tools around four key resiliency traits – adaptability, engagement, optimism and pro-action – and is designed to help employees take more control of pressure-packed situations. The gateway believes that added benefits of the initiative will be
higher customer satisfaction levels and a happier and more productive and supportive workforce. Finally, a gateway doing things a little differently is Phoenix Sky
Harbor International Airport, which has introduced an Annual Customer Appreciation Day to thank passengers for using the gateway. This year’s event was on October 5 and passengers were treated to
free candy, popcorn and stickers by airport staff that included Sky Harbor’s mascot ‘Amelia the Airplane’. “This is our opportunity to give back to our customers, to say thank
you, and to let them know how much we appreciate them,” says airport director, Danny Murphy. Sky Harbor claims to be ‘America’s Friendliest Airport’, and it is doubtful whether any of recipients of the free candy handed out by mascot Amelia the other day would disagree.
AW
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