One way for American Airlines employees to get the bosses’ attention is to compete for it.
The airline created its “Customer Cup” contest to spur competition among employee teams at different airports in an effort to improve processes and products and upgrade customer service, said Mark Mitchell, managing director of customer experience.
Each quarter, American recognizes staff at five airports who are “enhancing the travel experience for our customers.”
The award recognizes the teams for gate interactions, the boarding experience, delays and delay, onboard interactions, baggage handling and baggage resolution. The airline measures improvement by comparing internal customer satisfaction ratings with teams at other airports of similar size.
Teams in 250 cities participate.
Examples: At Miami International Airport, a recent winner in several categories, employees are encouraging each other to provide timely and accurate information at the gate, especially during delays, with announcements and updates every 20 minutes. Employees there also concentrated on raising the focus on customer feedback, creating an e-mail for customers to report good service.
Contact: Martha Pantin, corporate communications, at (305) 520-3197.
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