What are the steps to create a customer service policy for your airport?

1 Assess your current situation

The first step is to assess your current situation and identify the strengths and weaknesses of your customer service. You can use various methods to collect feedback and data, such as surveys, interviews, complaints, compliments, mystery shopping, benchmarking, and performance indicators. You should also review your existing policies, procedures, standards, and training programs related to customer service. The goal is to understand the needs and expectations of your customers, the gaps and opportunities in your service delivery, and the areas that require improvement or innovation.

2 Define your vision and goals

The next step is to define your vision and goals for customer service. Your vision should reflect your airport's mission, values, and brand identity, and describe the desired level and quality of service that you want to provide to your customers. Your goals should be specific, measurable, achievable, relevant, and time-bound, and aligned with your vision. You should also consider the external factors that may affect your customer service, such as regulations, competition, market trends, and customer preferences.

3 Develop your policy and standards

The third step is to develop your policy and standards for customer service. Your policy should outline the principles, guidelines, and responsibilities for delivering customer service across your airport. It should also define the roles and expectations of your staff, managers, and partners in providing customer service. Your standards should specify the criteria, indicators, and measures for assessing and monitoring the quality and performance of your customer service. They should also include the minimum and desired levels of service that you aim to achieve for each customer segment and touchpoint.

4 Implement and communicate your policy

The fourth step is to implement and communicate your policy and standards for customer service. You should ensure that your policy and standards are documented, approved, and distributed to all relevant parties in your airport. You should also provide adequate training, coaching, and support to your staff and partners to ensure that they understand and follow your policy and standards. You should also communicate your policy and standards to your customers, using various channels and platforms, such as signage, announcements, websites, social media, and brochures.

5 Monitor and evaluate your policy

The fifth step is to monitor and evaluate your policy and standards for customer service. You should collect and analyze data and feedback on a regular basis, using the methods and indicators that you defined in your standards. You should also conduct audits, inspections, and reviews to verify the compliance and effectiveness of your policy and standards. You should use the results to identify the strengths and weaknesses of your customer service, and to recognize and reward the best performers.

6 Review and update your policy

The final step is to review and update your policy and standards for customer service. You should conduct a periodic and comprehensive assessment of your policy and standards, taking into account the changes and trends in your internal and external environment. You should also solicit and incorporate the feedback and suggestions of your staff, partners, and customers. You should then revise and improve your policy and standards, and communicate and implement the changes accordingly.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?