Airport Ambiance Part I: Customer Hugs, Art Programs, Fun and Much More!

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1 Airport Ambiance Part I: Customer Hugs, Art Programs, Fun and Much More! Karen W. Ellis Senior Customer Service Manager Hartsfield-Jackson Atlanta International Airport

2 Components To Enhance The Customer s Experience at H-JAIA Surprise and Delight Service Recovery 2

3 Surprise and Delight - What, When, Why? What: To ensure that customer s have a surprising and delightful (WOW) experience where possible. When To ensure that every customer s experience at Hartsfield-Jackson Atlanta International Airport is positive and meaningful; create a memorable experience. Why: To anticipate customer s needs; anticipate a potential customer service failure; anticipate situations that add stress to the passenger experience while focusing on converting that situation into a WOW experience. 3

4 Surprise and Delight How? Fanny Packs: Coloring Page Crayons Hartsfield-Jackson Pin Kleenex Band-aides Hand sanitizer 4

5 Surprise and Delight Goals and Process Goals Make ordinary service extraordinary Enhance the customer service experience Ensure a positive customer experience Provide world-class service to every customer that comes through the airport Process Complete the tracking form when cards are issued Complete tracking form for reimbursement to the vendor Provide the Customer Care Representatives, Volunteers and Operations team with the ATL Be Our Guest Cards 5

6 Surprise and Delight - Guidelines Be attentive, identify opportunities where a proactive interaction with a customer(s) will surprise and delight their travel experience Provide a brief description of the reason an ATL Be Our Guest Card was issued Ensure that at the end of your shift, the previously issued ATL Be Our Guest Cards are accounted for Ensure that the fanny packs are stock before your shift begins Ask customers to log onto the airport web site to share their comments Share comments from customers with the customer service office via the Air Talk comments card Offer suggestions or recommendation to the customer service office Have fun with this program; create memorable a experience both you and the customer should get a feel good feeling from each interaction LISTEN, LISTEN, LISTEN 6

7 Service Recovery What? Service recovery is a positive approach to complaint handling. In addition, it is a means to achieve the potential, latent value a customer holds for a company by fostering an ongoing positive relationship. The effort to satisfy a customer and maintain, acquire, or reacquire the customer s loyalty after a service failure. Service failures will happen from time to time; our job is to make it right. Research has shown that customers who experienced a service failure and it was resolved quickly are probably more loyal to a company than are customers who have never had a service failure. 7

8 Service Recovery When? The critical response for Customer Care staff is to ensure a quick acknowledgement of the failure, speedy resolution and, perhaps, compensation for their inconveniences. Service recovery has a secondary value. It creates positive word-of-mouth communication and minimizes the bad spin that lack of service recovery practices can create. 8

9 Service Recovery Why? Enhance the customer experience Reduce negative customer impact Provide the WOW factor Retain customer s loyalty 9

10 Service Recovery How? 10

11 Be Our Guest Card Tracking Form 11

12 Be Our Guest Reimbursement Form Date Card # Description of Item Purchased Receipt # Associate s Name 12

13 Service Recovery Measuring Results Measure - Mystery Shop Standard Employees who receive a guest complaint listen, apologize, solve and follow up (where applicable) on the problem Train - Customer Service Recovery Steps Listen-allow customer to vent Apologize Solve Follow up End on a positive note 13

14 Customer Comments I was traveling with my son and we decided to go by to grab some lunch before the flight. Wouldn t you know that during lunch, my son wasted soda all over his shirt. The server saw what happened and immediately gave me a be our guest card and told me where I could go to purchase another shirt. Both my son and I were extremely happy and totally surprised. Mrs. Susan, Lexington, KY As I was removing the items from by pocket to go through security checkpoint, I cut my finger with an open nail clipper. It wasn t that bad but a customer service person so what happened and offered me a band-aide without me having to ask. I thought good looking out! Thanks John, Chicago, IL My family was traveling through your airport and when we reached security, my daughter became upset when she was told that she had to throw her apple juice away. Need less to say, she was not happy. I very nice lady gave me this card and told me to use it after clearing security to purchase some more juice. WOW!! We were all very happy and definitely surprised. The family, Denver, CO 14

15 Questions 15

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