On March 9th, LAX Airport will hold a salute to members of its community who have shown excellence in customer service. These members have undergone the “Resiliency Edge” program, offered by GSE’s Human Resiliency Institute, where airline and airport workers learn N.I.C.E. (Neutralize Irritations Customers Experience) skills, which they can apply successfully to their customer service work.
Click here to read some of the inspirational stories of these hard working employees and see how they resolve problems to enhance customer experience.
Additionally, check out Resiliency Institute Director Tom Murphy’s article, entitled “It’s About the Customer” today in Airport Business online, in which he discusses the need for a template for the airport industry to handle passenger (and worker) stress.