ACAA Recognizes Airport Problem Solvers As Part Of Innovative Customer Service Program At PIT
April 06, 2012
ALLEGHENY COUNTY AIRPORT AUTHORITY RECOGNIZES AIRPORT PROBLEM SOLVERS AS PART OF INNOVATIVE CUSTOMER SERVICE PROGRAM AT PITTSBURGH INTERNATIONAL AIRPORT
- AIR TRAVELERS BENEFIT FROM EMPLOYEES WHO ENGAGE THEM, MAKING AIR TRAVEL EASIER AND HASSLE FREE
- EVERYONE IS A WINNER! EMPLOYEES RECOGNIZED WILL GET PRIZES AND AWARDS
PITTSBURGH, PA (April 6, 2012) – More than 60 employees and volunteer ambassadors at Pittsburgh International Airport will be recognized for their outstanding customer service efforts as problem solvers at 10 a.m., Monday, April 9, 2012. The program name is N.I.C.E. and stands for Neutralizing Irritations Customers Experience.
The program provides training for airport employees to engage the passenger and resolve any issues and offer recognition and rewards to employees for doing so. Training was conducted by Tom Murphy, Director, Human Resiliency Institute at Fordham University, and President, Service Institute.
“The sudden appearance of an upset customer can be one of the most trying times in an employee's work life, but it can also be a world class moment of truth for a business that can be turned to good if handled properly. The Allegheny County Airport Authority is doing just that at Pittsburgh International Airport,” stated Tom Murphy, who has 25 years experience in training airport employees.
“The exciting news this year is that the Airport Authority has taken the program airport-wide and is now offering the training and the rewards to other companies at the airport including personnel at the airlines, housekeeping, parking, AIRMALL concessions and wheelchair escorts. We have a huge workforce of problem solvers at Pittsburgh International Airport. That is something that most airports cannot claim!” stated Glenn R. Mahone, Chairman, Allegheny County Airport Authority.
Since 2009, hundreds of employees and volunteers have completed N.I.C.E. training and have been recognized for being great problem solvers. Their successes are posted on a website: http://www.reclaimingthesky.com/resiliency/pit/
Here are some examples of their N.I.C.E. work:
Pat Miller of Continental Airlines: “During departure day for the National Veterans Wheelchair Games, Pat took it upon herself to handle special arrangements for departing athletes. She also had other duties to do and ended up going back and forth between the temporary counter for wheelchair athletes and to the Continental ticket counter to print boarding passes and luggage tags. She would also wheel the luggage to their belt. This went on for most of the day. By doing this, she helped the athletes and their families by making their experience at the airport less stressful, while being able to complete her regular duties.”
Lynn Roberts from Southwest Airlines: (From a passenger’s letter) “My husband’s oxygen concentrator failed to recharge its battery. We couldn’t board without oxygen, but Lynn came to our gates and our rescue. She called the paramedics and an ambulance and then made notes in our file to fly home to Tampa. My husband was in serious trouble and Lynn was right there with all the solutions.”
Susan Babish and Laura Martinelli of Hudson Booksellers: (From a passenger’s letter) “One of your employees, Susan, noticed that my daughter seemed to be having some difficulty finding what she wanted. Susan, not being as experienced in teen novels, asked my daughter if she would like to talk to another salesperson. Susan called Laura at home. My daughter and she chatted about authors and books for ten minutes. My daughter decided on the basis of the information which Laura gave her to purchase two books from your store. I found the efforts and enthusiasm of both in helping my daughter just amazing. These women were more than sales people; they were akin to librarians.”