As our 25th anniversary celebration comes to a close, it is with a grateful heart that we wish each of you, our clients and friends, the happiest of holidays. May your New Year be filled with health and happiness, and may you make every connection count!
Employee Engagement is a fundamental concept in the effort to understand and describe, both qualitatively and quantitatively, the nature of the relationship between an organization and its employees. An "engaged employee" is defined as one who is fully absorbed by and enthusiastic about their work and takes positive action to further the organization's reputation and interests. An engaged employee has a positive attitude towards the organization and its values. (Wikipedia contributors)
Customer Service Experts CEO, Lise D'Andrea, was the featured guest on The Airport Experience News Podcast with Ramon Lo, publisher for AXN. This program highlights conversations with airport industry experts, operators, and executives who continue to ask questions, challenge the standard, and take risks. Lise and Ramon discussed the evolution of the airport customer experience by finding the right blend of touch and technology to optimize the passenger experience.
Airports Council International-North America (ACI-NA) announced the recipients of the 2018 Excellence in Airport Marketing, Communications, and Customer Service Awards on November 15, 2018, at an awards gala during the 2018 Marketing and Communications Conference in Ottawa, ON. These awards recognize the quality of work, abundance of talent, and creativity within the marketing, communications, and customer service field of the airport industry. This year the contest received more than 300 entries in 20 categories.
Customer Service Experts joined forces with Anne Arundel County’s Department of Social Service’s Backpack Program to help bring the excitement of the first day of school to the underserved in our county. CSE’s community outreach program, Caring Connections, delivered 25 backpacks filled to the brim with grade-specific school supplies for students at Rolling Knoll Elementary School in Annapolis, Maryland. More than 72,000 eligible children in Anne Arundel County have received assistance since the Backpack Program began in 1992.
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.