Meet Bombardier's Problem Solvers at JFK International Airport

CO

coordinator

A lady trying to catch a flight to South Africa dropped her sandle between the train and the platform. I was maintaining the platform screen doors when this happened. She called me and I engaged her. She told me the problem and I was proactive. I called the OPS Center for clearance to access the tracks to retrieve the sandal. She said thank you sooooooo much. And she made her flight.

SF

Coordinator

A lady lost her pocketbook on board one of the trains and had all her money, credit cards, keys and her airline tickets. She was very upset. SF adapted by switching what she was doing at the moment to give the lady her full attention. Then she became proactive. She engaged the lady and asked her how long ago she had lost the items. This gave SF an indication of the best route she should take to solve the situation. Since it had only been a short time she called the Operations Center to put out word and for people to search the trains in the inner loop. Success was achieved and the pocketbook was found with everything in it. The lady was very very happy and said God bless you.

R

Coordinator

It doesn't happen a lot but sometimes a child will get on a train ahead of the parents and when the train door closes the child is on the train and the parents are on the platform looking for the child while the train pulls away. They panic of course. When this happened one day, R, who is a mechanic, became proactive. He stepped up to the challenge, since he was the only one in sight who could help. He calmed the people and engaged them by telling them what he was going to do then he did it. He got on the radio and called ahead to the next station. This wasn't easy to keep them calm because the parents were crying. But his proaction worked. He got the situation resolved and got the child safe. The parents, especially the mother, thanked him and thanked him.

R.I.

Coordinator

A lady got on the wrong train and had been riding around for 20 minutes and was VERY upset. When she came up to RI she vented and told her that a "person just like you" had put her on the wrong train. RI adjusted to the situation and stayed positive. She apologized to the customer and in a calm voice explained how she could get to her destination as quickly as possible. The calm worked because the lady calmed down and said "i appreciate it."

IF

Coordinator

The train was not moving because there was a problem at another station. IF could see people were upset and became pro-active. She went up to customers who looked most upset and asked them what terminal they needed to get to. She reassured them that they would be OK and the train would be moving shortly. The small talk with the people worked because it calmed them down and they all told IF to have a nice day and that she was very helpful.

MB

Coordinator

MB had an issue with a subordinate, who was his customer at that moment. The subordinate didn't know why every time he posted for a position he got denied, and he got upset. MB was pro-active. He set weekly goals for the subordinate to help him develop in areas where the interviewer felt he needed work. MB worked with him as the subordinate followed the action plan they made together. The subordinate said thank you and both have hopes that one day soon the subordinate will be successful moving up because he will now be fully prepared.

JS

Coordinator

A customer did not have money to exit the system. JS listened to the customer and adjusted to his mood. He explained alternate means for paying in a calm voice. This kept the person calm and JS got it done. The customer thanked him very much for his patience.

RS

Coordinator

A timed out train stopped and was stuck for 45 minutes. I engaged her by calliing the Operations Center to tell the lady how much longer it would take, then I got the number for American Airlines so I could check on the status of her flight. The customer was overjoyed and thanked me greatly because I stayed with her all the time and gave her a play by play update on the status of her flight and she was happy that someone cared.

JR

Coordinator

Sometimes in vehicle maintenance we get called off the job suddenly. This happened and when it did a co-worker came back and couldn't find his wrench. He turned to me. I kept calm and calmed him down. Told him not to worry we would figure it out. I worked with him to retrace his steps. And together we did that and after ten or fifteen minutes we found the wrench. He was very happy and he thanked me for helpiing him.

Researching name

Coordinator

While researching the name of the courteous agent who solved this problem for a traveler, here's the story: a man was upset because he didn't know which Air Train to take to get to the "A" subway. The agent got involved and stepped up to give the man a tutorial in sign reading. She showed the man how the different colors on the signs above the door indicate different trains and how there are different tracks for the inner loop trains and outer loop trains. She was patient and took as much time as it took until the man understood. He said "thank you," and said now he wouldn't worry about getting lost again.