launches Airport-wide customer service training
The plan is to “wow” passengers during their entire journey through Hartsfield-Jackson.
Beginning June 21, Hartsfield-Jackson is launching “Passport to Service Excellence,” an Airport-wide customer service training program that hopes to reach 4,000 employees in the first year of its three-year plan.
“We want to present a consistent, [positive] message
about the customer service story,” said Karen Ellis, Aviation
customer service manager, who has been working toward launching a
program to enhance customer service for more than nine years. “I’m
Participants in the program expect the lessons they will learn to raise the bar on customer service throughout the world’s busiest airport.
“I hope to gain better customer-service insight
[and] training techniques and [learn] how to measure improvement,”
said Angela Jones, a customer service trainer with Global Concession
Inc., which operates stores in the Airport. “I hope to give
managers and employees clarity on what exceptional customer service
looks like, how to provide it, and how to help managers coach and
encourage their employees to continue offering that level of service
each and every day.”
© 2010 Hartsfield-Jackson News. A Publication from Hartsfield-Jackson Atlanta International Airport. All rights reserved.