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Customer Service Has Its Rewards
Annual program recognizes those who go above and beyond
By Roishina C. Henderson

Imagine being stranded for two days after missing your flight to be with family during the holidays.

Almost a year ago, this was the case for an elderly passenger until she met Dionette Brim, an On the Border restaurant employee on Concourse T. After the passenger told Brim of her travel predicament, she welcomed the passenger into her home for two nights and made sure the passenger arrived at the Airport in time for her flight to Argentina - three days after Christmas.

Brim recently received the Superstar Award and $4,000 in gift cards during Hartsfield-Jackson's 13th Annual Customer Service Recognition Program. The luncheon, themed "Making Ordinary Airport Service Extraordinary," recognized those Airport employees who went above and beyond to provide exceptional customer service.

"At Hartsfield-Jackson, we've spent millions of dollars on terminal improvements, but it is the excellence of our human interactions that will take us to a higher level - a world-class level," said Aviation General Manager Ben DeCosta, who presented the awards. "It's being proactive and lending a helping hand. It's putting yourself in the customers' shoes, looking within and asking, 'How would I want to be treated?' "

Other awards presented at the Georgia International Convention Center recognized employees who received the most customer service commendations, provided the most outstanding customer service outside their job duties and more. For the "Got Talent" competition, AirTran employee Demetrius Smith sang his way to a Jamaica vacation for two compliments of AirJamaica. An overjoyed raffle winner received two free roundtrip tickets sponsored by AirTran.

Naomi Holder, Aviation Customer Service supervisor, said many employees look forward to the recognition event not only for the entertainment, but because it's a time for various units and partners to come together and salute high-performance colleagues.

"We have some employees who go out of their way for customers," Holder said. "And to honor them in this forum is a small reward for their big hearts."

Customer Service Award Recipients

Superstar AwardDionette Brim, HMS Host
Outreach Service Award of ExcellenceInterfaith Airport Chaplaincy, Inc
Ambassador AwardTeremiah Crumpton,
DAL Global
Heroic Service AwardLornore Alexander,
Initial Contract Service
Unsung Hero AwardRobert "Don" Braddock,
Eagle Group International, Inc
City of Atlanta AwardDet. Donald Hannah,
Atlanta Police Department

Customer Service

Det. Donald Hannah of Atlanta Police Dept. Airport section (left) is congratulated by Aviation General Manager Ben DeCosta. Hannah was recognized for assisting an AirTran customer recover stolen property.

© 2008 Hartsfield-Jackson News. A Publication from Hartsfield-Jackson Atlanta International Airport. All rights reserved.


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