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 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!"
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.
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:
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.
Any training program should impact employees in a lasting way, providing them with immediate tools that can be consistently sharpened throughout their career. Train-the-trainer programs are one method organizations select to ensure their own internal trainers are equipped to seamlessly deliver classroom and on-the-spot training with strategic skills and confidence. By defining needs and delivering training in a streamlined and cost-effective manner, a well-developed training program will impact more than just your guest experience. Through on-demand teaching, mentoring, role-modeling, and encouragement, your employees will create a higher service standard, increasing your guest experience and your bottom line.
Most organizations realize feedback is necessary when it comes to understanding customer’s needs and wants. This data becomes an integral part of continually improving and growing any business. Finding the right service measurement strategy for your business will not only improve your customer’s experience, but your bottom line as well.
Outstanding customer service and employee satisfaction is something to celebrate every day. And guess what? During the first week of every October, we at Customer Service Experts go a little crazy! This year, National Customer Service Week is being celebrated on October 2-6, and you can be sure we have a few things up our sleeve.
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 is an investment which ultimately impacts the passenger experience and your bottom line.
Our survey contains conclusive data that reflects the importance of having a strong service culture within your business in the airport market space. As the leader in developing exceptional passenger experiences, CSE would be happy to speak with you further to discuss areas of opportunity within your organization and to help strategically develop a plan to improve your service culture and your profitability.