staff meeting, featured on the skyharbor.com
website and via social media or throughout
the terminals. Airport concessionaires, ground
transportation providers, the airlines and
passenger services companies are eligible for
F.L.Y. recognition and often use feedback to
spotlight that same employee through their own
organization’s communication vehicles.
Each year, Sky Harbor recognizes the
“Champions of Customer Service” with an awards
presentation highlighting the “best of the best”
at a monthly Phoenix Aviation Advisory Board
meeting. Nominations are collected throughout
the year and reviewed by airport management. As
a result, Sky Harbor has developed a closer, more
cohesive relationship with employees.
“Recognizing airport employees is an easy way
to show how thankful we are for their services,”
said Ostreicher. “It’s important that employees
know that living our ‘service-first’ culture shows
their commitment to a positive airport experience.”
The awards cost very little financially but
are one way to demonstrate to employees how
important customer service is to the airport.
CUSTOMER SERVICE THROUGH
Technology is critical, especially in the realm of
customer service. So it’s no surprise that through
technology, many customers have turned into fans.
Sky Harbor has utilized social media to its advantage
to reach customers and communicate valuable
information. With more than 6,000 followers on
Twitter, 10,000 fans on Facebook, a You Tube channel
and Google+ page, customers receive event details,
parking promotions, new airport offerings and
roadway construction and restrictions information
when and where they need it.
The airport recently introduced a new mobile
website with a Quick Response (QR) code system
to help customers and visitors navigate their way
around the airport. Travelers can scan the QR codes
located in key customer service areas to access the
mobile website on any smart phone or tablet and
retrieve information on flight status, parking, shops
and restaurants and ground transportation.
The QR code also has been added on the front of
the airport information guide for customers who
want the information at their fingertips but don’t
want to add another brochure to their briefcase or
QR codes are located on the bus stop signs in
Sky Harbor’s economy parking lots for customers
to register for email or text message reminders.
Prior to customers returning from their trip, a
reminder is sent to them indicating where they
parked and which bus stop they need to use.
Customer feedback is critical to validate
the efforts of every employee at Sky Harbor.
QR codes requesting customer feedback can
be found on business cards located at the
information counters, parking lot exit booths
and in airport taxis and limousines. Customers
are linked to the feedback page on the airport’s
mobile website to provide information about
their airport experience.
“We felt this was an outstanding way to
add another channel in which customers can
communicate with the airport to improve their
experience at Phoenix Sky Harbor,” Assistant
Aviation Director Carl Newman, A.A.E., said.
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PARAGON OF QUALITY SERVICE
Delivering first-rate customer service doesn’t
require much energy or need to cost money.
“No division at Sky Harbor has a line item in their
budget for customer service. It costs
nothing to smile, greet a passenger
or ask how we can help. Customer
service is an action verb, not a class or
checklist,” Newman said.
Providing outstanding customer
service is a perpetual exercise that
includes constant self and third-party evaluation. It means listening
to customers and responding to learn
and improve. A
Alisa Smith is customer service manager at
Phoenix Sky Harbor International. She may be
reached at firstname.lastname@example.org.