What do you do if your airport's customer service needs a fresh approach?

For airport customer service, a holistic approach is imperative. Firstly, conducting a thorough assessment of current practices through passenger surveys and feedback channel insights is crucial to identify areas needing improvement. Subsequently, investing in staff training programs emphasizing empathy and problem-solving. Upgrading technology, such as AI-powered chatbots and self-service kiosks, enables smoother passenger experiences. Personalization, fostered through data analytics, ensures tailored services, while a continuous feedback loop and a culture of innovation sustain ongoing improvements ensure airports meet evolving passenger expectations and deliver exceptional customer service

By conducting a comprehensive assessment to identify pain points, gather feedback from passengers and staff, implement innovative training programs, leverage technology for improved service delivery, and establish a culture of continuous improvement to enhance the overall passenger experience.

Assess Current Practices: Conduct a thorough assessment of your current customer service practices to identify areas for improvement and understand customer pain points.

If customer service is not up to par then consideration of retraining needs to take place amongst the staff. Customer service is a simple task, but a forgotten art. All staff members are responsible for outstanding customer service and in order to ensure everyone is on the same page, monthly training should take place. Utilizing data to help monitor progress.

To enhance customer service, prioritize training your Staff with the latest techniques. Incorporate soft skills like empathy and effective communication alongside specific scenario-based training. It's crucial that your team comprehends its pivotal role in the traveler's journey and feels empowered with the necessary tools and knowledge to deliver exceptional service. Regular updates in training ensure Staff remain engaged and well-informed about evolving best practices. Sometimes, Staff can provide a solution to a problem by leasing only what the customers need—there's no need to reinvent the wheel! Just leasing.

Employee Training and Empowerment: Invest in comprehensive training programs to equip your staff with the skills and knowledge they need to deliver exceptional service. Empower them to make decisions and resolve issues promptly.

Yes and recurrent training is important to keep the skills fresh and your company on top. Once a year for small establishments and twice a year for larger airports.

In this modern world, I can't even suggest upgrading technology; this topic should be first in any company by default; there is no need to recommend it.

Continuous Improvement: Regularly review and refine your customer service approach based on feedback, industry best practices, and evolving customer expectations. Embrace a culture of continuous improvement to stay ahead in delivering exceptional service.

Talk with both staff and guests to see what needs are not being met. From there, compile the list and find common ground on the reported concerns. Start implementing the simpler solutions and work on a plan to make the bigger changes needed.

At the heart of exceptional customer service is sincerity, urging companies to interact with customers in a trustworthy manner and avoiding overbooking services. When government regulations impose real height penalties on such practices, we witness a positive shift towards more transparent and genuine services at airports, enhancing the overall travel experience for everyone.