Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. This week is an opportunity to recognize and show appreciation for your employees 52 weeks a year. This year’s theme is "Exceeding Expectations! Every Customer, Every Time!"
Customer Service Experts, the leader in providing service culture solutions to the airport industry, recently promoted five top performers and hired eight new team members, positioning CSE for continued success in 2018. This year, CSE celebrates twenty-five years of partnering with organizations to design strategies and provide resources to create innovative, customized, service culture initiatives which deliver exceptional customer experiences and increased profit margins.
Emotional intelligence, or EQ, refers to a person's ability to recognize, understand, manage, and reason with emotions. It is a critical skill when it comes to interpersonal communication in both personal and professional environments. The term was originally coined by psychologists in the 1990s and became a buzz word in the business world in 1995 when Daniel Goleman wrote Emotional Intelligence: Why it Can Matter More Than IQ. Goreman argues that EQ could be more important than IQ at predicting success in life, and that these emotional competencies play a particularly important role in the workplace.
Caring Connections is Customer Service Experts’ community outreach program, developed to help the underserved in our local communities. This employer-supported volunteering program reflects CSE’s support in our employee’s interests and concerns around our communities. To help celebrate CSE’s 25th anniversary, our Caring Connections team partnered with Joy Reigns Lutheran Church in Edgewater, Maryland, where their Baby Pantry serves over 45 babies each month with weekly supplies of diapers, wipes, and ointment.
Summer is a time to pack up the kids and head out on adventures around the globe visiting families, friends, and new places. Traveling with children is challenging with potential distractions at baggage, security lines, and maneuvering through hundreds of other travelers. How can you assist in making guest's experiences less stressful? You have the opportunity to set the tone by providing the first and last memorable experiences of their trip! Here are some tips for helping families take off and land successfully this summer:
Every year after attending the Airport Revenue News (ARN) conference, CSE analyzes the survey data collected and publishes its annual infographic depicting the results. This infographic not only predicts trends in our industry, but illustrates the ever-growing importance of finding opportunities within organizations to train and develop employees. This investment positively impacts not only your employees, but the passenger experience and your bottom line as well.
Mystery shopping has been, well, a mystery to many who hear about it. A mystery shopper is a person who visits an establishment to observe and measure customer service, product quality, and the environment. By measuring the customer experience through mystery shopping, management can use the metrics as a training and developmental tool for coaching and feedback, positively impacting employees, guest experiences, and profitability. Learn more about the different industries in which CSE performs mystery shops.
Employee recognition is essential for motivating, retaining, and fully engaging employees. Customer Service Experts (CSE) has been helping clients recognize and reward employees who generate a guest-centric service culture for over 25 years. Recently, we partnered with Los Angeles International Airport (LAX) to develop a customized Guest Experience Performance Management Services Program using relevant mystery shopping data and customized iCARE training workshops to educate and encourage employees to provide passengers with a seamless and “LAXceptional Xperience” from curbside to gateside.
It’s February and love is in the air, both on the ground and at 10,000 feet! Airports and airlines across the world are recognizing Valentine’s Day as a perfect opportunity to “show the love” to their customers in a variety of creative ways. Last year at our own “Balt-amour” International Airport, passengers were treated to everything from flowers and chocolates, to parking and concessionaire discounts. So, don’t hesitate to travel on February 14th. Instead, get ready to be struck by cupid’s arrow!