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Monthly Winner - Kathy Sullivan
Not just pro action and engagement, but compassion mark Kathy Sullivan's prize winning story this month. Scroll down to Story Number 9 to see how Kathy responded when she came upon a traveler in tears.
Great story, Kathy - congratulations for being our first Manchester-Boston Regional Airport Monthly Winner!
Patric Trevino JCMLLC
A customer was attempting to return a car to a rental car agency at the airport and did not speak English. The customer was with his family from Mexico and was having a difficult time explaining what was wrong with the car. He wanted to ask the agent some questions.
I went over to help translate for the customer and the rental car manager. The customer was put at ease immediately because the lines of communication were now open. I took the time to help the customer and the rental car manager. The customer left happy and was put at ease with the rental car transaction because he and the rental car manager were now able to communicate effectively.
Not only was the gentleman happy with the rental car company's resolution to his problem, but he was also elated because I was able to take the time to step in and help him.
Thank you to our Voters!
Kim, Marc and Diane - thank you for taking the time to acknowledge the great service offered by your colleagues. Thank you for taking time to vote!
Manchester Boston Regional Airport Administration Office
story airport: MHT
story number: 9
comments: The woman airport employee who stepped in and helped the elderly woman went above and beyond the call of her job to assist.
The situation was such that most of us might not have gotten involved to the extent that she did to help. The time she took to assist this passenger and keep her family informed was outstanding. She indeed showed A+ customer service and deserves to be recognized for thinking outside the box!
A Job Well Done by this Airport Employee!
Manchester Boston Regional Airport
story number: 7
comments: I can appreciate the help that this person provided because the cancellation certainly disrupted this person’s day/night and not having an avenue to contact the hotel and rental car, the actions from this person must have made this customer’s day.
Manchester-Boston Regional Airport
story number: 7
comments: The employee made the passenger\'s day a lot better. The passenger probably would not have been able to get where she was going without a lot of trouble and stress. The employee assisted her beyond her regular duties.
Kathy Sullivan - JCM Business Solutions
An elderly lady was extremely upset with the prospect of flying. I found her in the ladies restroom crying and very upset.
I went to her and comforted her, reassuring her that everything would be okay. I found her husband and son waiting for her outside of the ladies restroom and explained her dilemna. They assisted me in making her more more comfortable.
The husband and son said, "Thank you so much for helping with my wife/mother. I will send an email to the airport explaining the situation and the kindness and care that you provided." I was happy to have helped out.
Carlton Braley, Jr. - Airfield
Stephen J. Adams, Jr.
One of our equipment operators was concerned over their loss of confidence in their ability to perform a specific duty as a result of product changes.
I put the employee "in the box" and listened to his concerns without interrupting . I then gathered information from product manufacturers and from the individual. I provided options using all of the information and allowed the individual to implement those options.
The employee said, "Thank you for giving my issue attention."
Christina Delani - Administration
A traveler's flight was cancelled and she had no way of contacting her hotel or rental car company to let them know her flight had been cancelled. She was very concerned she might lose her reservations.
I took her name and her reservation numbers and contacted the hotel and rental car companies for her. I then paged her in the terminal to pick up the nearest courtesy phone. I then relayed the information to her that here arrangments were updated.
She was very happy and she thanked me for helping her out. She said, "I can now relax and enjoy my layover until my flight leaves tomorrow!"
How the incentive works
RESILIENCY EDGE N.I.C.E. STORIES
HOW INCENTIVE WINNERS WILL BE CHOSEN
1. Each month during the pilot one problem solver’s story will be chosen at random from among the N.I.C.E. stories posted on the web.
•This will apply for stories posted by front line staff and supervisors. So post a story - and you'll be eligible!
2. At the end of the pilot – three months after the training begins – another random drawing will be held at the PILOT AWARD EVENT. A front line staff and supervisor will be chosen from among ALL the stories submitted during the pilot.
3. At the AWARD EVENT, additional winners in the front line and supervisor category will also be chosen as follows:
• There will be awards for the best examples of problem solving – using the program’s four resiliency traits, adaptability, engagement, optimism and pro action – as determined by a panel of airport judges.
•Winners will be selected in the Front Line and Supervisor categories. (The number of Front Line and Supervisor winners chosen will be announced in advance of the award event.)
• There will also be an award for the MOST stories posted during the pilot by a Front Line employee and a Supervisor, as follows:
•A Front line winner will be selected based on the number of N.I.C.E. stories posted during the pilot.
•Supervisor winner will be selected by the number of stories (Yellow Forms) the Supervisor submitted for workers.
GOOD LUCK! And thank you for using your resiliency strengths to polish the airport’s service image for INTERNAL and EXTERNAL customers!
Program training and evaluation team
Human Resiliency Institute at Fordham
Cole Hermann - Wiggins Airways
A customer approached me as they had just arrived off a flight. They did not know where to go to get their luggage and they asked me where they should go.
I said that I could help them, walked over to the departure/arrival screen and looked for their flight information. I was then able to determine which baggage carousel would be servicing the flight. I directed them to the appropriate baggage carousel.
They thanked me for my assistance and said that I had been very helpful.
Deanna Schwind - Wiggins
A customer was overcharged and did not receive their travel points/rewards.
I verified the customer's rate, applied his travel points and followed through by putting a procedure in place to minimize the chance of a recurrence of the same problem.
The customer appreciated my attention and said, "Thank You".
A passenger's connecting flight was canceled due to severe weather. There were no more flights to their destination for two days.
I remained calm and told the passenger what I could do for them. I looked at alternate airports and was able to provide ground transportation to get them to another airport offering a flight to their destination.
The passenger was very thankful that I was able to make it possible for them to get where they needed to go.
Joan Pitman - Administration
An elderly lady with a dog and luggage was riding on the elevator and didn't know when to get off or where to go. I kindly asked her what she needed assistance with and she explained that the didn't know where to go. I assisted her through the security checkpoint and to her gate.
The passenger was very happy and I left her smiling!