CSE BLOG

Gracias, Merci, Grazie, Arigato, Danke Sehr:  How LAX Says, “Thank You!” to 50,000 Employees

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.

Is A Train-the-Trainer Program Right for Your Organization?

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.

Is All Service Measurement Created Equal? Customer Satisfaction Surveys Versus Mystery Shopping

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.

CSE Celebrates Customer Service Week!

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.

Customer Service Experts' 2017 Airport Customer Service Survey Results Are Here!

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.