06-30-2010
FOR IMMEDIATE RELEASE
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Excellent customer service highlighted with implementation of airport’s new recognition wall

COLUMBUS, OHIO – Port Columbus International Airport (CMH) is breaking new ground in the pursuit of superior customer satisfaction while simultaneously raising employee morale. In January the Columbus Regional Airport Authority (CRAA), which operates Port Columbus, introduced an employee recognition program and now over 15 employees from more than six different airport partners have been honored for what CRAA’s Customer Service Team refers to as “WOW” service.

“We define “WOW” service as an act that goes above and beyond the expected daily responsibilities of an airport employee,” said Mark Mulchaey, who manages customer service for the Airport Authority. “Airport employees and passengers submit nominations for qualifying employees to the Customer Service Team, which reviews and validates the “WOW” service. Next, to provide the honorees with the attention they deserve, we display their photo on our wall of recognition where we gather airport leaders for a surprise, public ceremony. We’ve seen lots of joyful tears in the process, which confirms to us that this is a meaningful recognition for our airport partners,” said Mulchaey.

The recognition wall was specifically designed with the honorees in mind. Located in a prominent area near the entrance to Concourse B, the wall displays pictures of eight employees at a time, along with descriptions of their outstanding customer service. The display also makes it clear to travelers what level of customer service they may expect to receive at Port Columbus.

Anyone at Port Columbus who interacts with airport customers qualifies to participate in the recognition program, including all personnel employed by airlines, retail tenants, concessionaires, rental car agencies, a variety of service providers, the Transportation Security Administration and CRAA. Once the honorees are selected, Mulchaey’s customer service team works with the employee’s supervisor who escorts the recipient, unknowingly, to the recognition wall for the “hooplah” ceremony where a crowd applauds their arrival. A proclamation describing the employee’s superior customer service is read by one of the airport authority’s executive leadership team, an engraved award is presented and a photographer records the moment.

Employees have demonstrated “WOW” services in several different ways, ranging from HMS Host server Lemma Gobena delivering food to a pair of passengers who had already boarded their flight, to National Car Service employee Larry Buckman driving a distressed passenger to the curbside check-in to help ensure that she made her flight. In one instance, CRAA Customer Service Coordinator, Barb Varga, went as far as to contact and work with Delta employee Grace Tortorella to ease a child’s fear of flight. The boy and his family were invited to tour the airport and board two planes where they visited the cockpits and cabins and spoke with the pilots. As a result, the child became excited about his first airplane ride and the family enjoyed the trip.

“The customer service program has had a very positive effect on Port Columbus by improving employee morale and enhancing the passenger’s experience,” said Varga. “It is a key factor in upholding our airport-wide mission of delivering extraordinary customer service.”

“Collaborating with our airport partners on staff recognition and great customer service ideas enables the Airport Authority to influence and inspire all employees, especially those not under our direct supervision,” Mulchaey commented. “The program appears to be delivering winning results for everyone, especially Port Columbus passengers and visitors.”

Additionally, representatives from a wide spectrum of airport partners created the CMH Customer Experience Partnership (CCEP), which assists with Port Columbus’ recognition program by continuing to foster an airport community effort to achieve excellence in customer service. The CCEP encourages participants to implement ideas for improvement, as well as provide resources and motivation that serve to enhance the customer experience.

Located just minutes from downtown Columbus, Port Columbus International Airport is serviced by 10 airlines that provide 150 daily nonstop departures to 33 airports. Port Columbus is operated by the Columbus Regional Airport Authority which also oversees cargo focused Rickenbacker International Airport and the general aviation facility Bolton Field Airport.

Further information and accompanying photographs are available upon request. For more information please contact Angie Tabor at atabor@columbusairports.com or (614) 239-4081.

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