Thank you to our sponsors who make this Project LIFToff incentive possible, including Daniels Bistro, World Way West Cafe/Encounter Restaurant and hotel/restaurant members of Gateway to LA,
including:
Starline Tours, Universal Studios Hollywood, LACMA, Buca di Beppo Restaurant - Universal City, Hornblower Cruises & Events, Malibu Family Wines, Pedal or Not Electric Bicycle Tours
Photo (courtesy of the Daily Breeze) shows employees at
LAX taking the Resiliency Edge "kick off" class. To view a news story about the class, click
here.
I hope you’re the correct person to send this to. I’m the General Manager of Operations for DAL Global Services. We’re a wholly owned subsidiary of Delta Air Lines and we’re headquartered in Atlanta, GA. We recently entered the LAX market and the positions require a SIDA badge.
I’m the Issuing Officer/Authorizing Agent in ATL for SIDA badges and have spent many years working with our local badge office. We have offices in several other cities and those also require SIDA badges. I share this with you to allow you to see the exposure I have had with various badge offices across the US. In all of these experiences I have NEVER had the level of customer service, professionalism and knowledge that Jacquelyn has illustrated. She makes working with the SBO a fun and informative experience.
In today’s society it is pretty rare to find someone like Jacqueline. We’re fortunate she was assigned to us as our badge coordinator and look forward to our continued working relationship.
Lisa Click General Manager - Operations Delta Global Staffing
Entry Num:
259
Company:
Badging
Employee:
Melody U
Name:
Beatrice Stephens-Ford
Comments:
Good afternoon Ms. Stephens-Ford,
I just wanted to take a moment to bring to your attention the excellent service one of your employees recently provided. I recently returned from vacation and of course realized that I needed to renew my AOA ID as soon as possible as I was working through the weekend and it was already Friday.
I also work the night shift so it is usually difficult to get in to the badging office early enough to have my badge taken care of. I am sure you are regularly faced with employees in a rush and looking to have their needs met immediately. Ms Melody Ugalde was the badging employee assisting me and she went out of her way to ensure that I was badged prior to your office closing.
Having worked here at LAWA for over 17 years I understand how difficult it is to provide consistently superior service to our staff and tenants so I thought it important to bring this to your attention.
She was patient, efficient and provided the excellent customer service that I am sure you pride yourself on as a supervisor of this office. I wanted to thank you for employing such a professional staff and Ms Ugalde for the excellent customer service she provided.
Sergeant Tarek Azmy Los Angeles Airport Police - Patrol Services Watch 3
Entry Num:
246
Company:
Badging
Employee:
Nadine W
Name:
Supervisory staff
Comments:
A heightened focus on customer service at the Badging office gives customers a chance to identify on-the-spot examples of great service.
Nadine has received a veritable high tide of praise, including “She has a great attitude and wonderful smile.” “ She was very courteous and made me feel at ease during the entire process.” And “Nadine was delightful, personable, friendly and VERY helpful!”
As the Badging office has moved this spring to an appointment system to make obtaining a security badge easier and more convenient for airport employees, Nadine’s extra proactive efforts to ensure a smooth transition to the new system have been well noticed and warmly appreciated by the Badging office’s customers.
Entry Num:
232
Company:
Badging
Employee:
Melvin DeL
Name:
Renee McM
Comments:
Melvin wears several hats - he serves external customers while also meeting the needs of internal customers at the Badging Office. One day, Melvin rose above and beyond to meet the need of a Fire official. The official had been designated as a “designated trainer” for his fire-fighting colleagues back at their headquarters. One day Melvin got a call that the Fire official needed questions answered on site at the Fire department. Instantly and without a second thought, Melvin volunteered to hurry over to help. He was going off duty, but nevertheless he volunteered to go out of his way and on his own time so that there would be no delay in getting Fire employees badged and processed into the airport’s workforce. But there’s more: not only did Melvin do this for the fire official, but a week earlier he did the same thing, and volunteered his own time, to meet the same need for the police.
Entry Num:
197
Company:
Badging
Employee:
Karen Y and Alitia B
Name:
Kayley K
Comments:
An airport employee came to the Security Badge Office to renew and receive additional access on a security badge. The customer arrived early in order to take a driver’s test given by the badge office, attend an aircraft surface movement class given by Airfield Operations and receive US Customs approval for his renewal application.
While the customer waited in line for the final phase of receiving his new badge, Karen observed that the information placed on the application by Airfield Operations would result in the newly created badge expiring within a few days of its issuance. The customer told Karen that he had just taken the class. To solve his problem, Karen was proactive. She and Alita verified the info then made the correction to the badge application. Normally a badge applicant would be sent to Airfield Operations to have the correction made, but because this applicant had been in the office all day with training and testing Karen and Alita chose to use their N.I.C.E. principles and place the customers needs in the needs box.
The customer returned early the next morning to speak with a supervisor. He explained that normally people request to see a supervisor to make a complaint; however, he wanted to be sure to let supervision know that both young ladies had gone above and beyond the standard in providing customer service and he wanted to make sure they were recognized.
Entry Num:
177
Company:
Badging
Employee:
Kimyatta D
Name:
Mario M
Comments:
An applicant was upset because his badge to work for another year was returned in error. This caused him the inconvenience and frustration of not being able to work until he could get back to the Badging office to resolve the situation. Plus he wasn’t happy that he had to make an extra trip.
Immediately I adapted to the situation and dropped what I was doing to show him full attention, even though I had something important I was working on. Then I engaged him by listening completely to his full story, and this calmed him down, once he saw that I was focused totally on him.
Then even though I had not created the error I took full responsibility, and told him I would do everything I could to fix the problem as quickly as I could. This calmed him down fully, and he thanked me for taking ownership and respecting his issue.
Entry Num:
176
Company:
Badging
Employee:
Karen Y
Name:
Mario M
Comments:
I wasn’t moving fast enough for an applicant and I overhead him say, “Look at her, she’s just taking her time!” I used humor instead of snapping, and he laughed. Then I explained to him that I had a back problem, which is why I was walking slowly, but I assured him I was totally focused on helping him get his need met. He said, “Thank you, you’re a very nice lady.”
Entry Num:
175
Company:
Badging
Employee:
Kayley K
Name:
Frances B
Comments:
An applicant was upset because his fingerprints were under review and as a result he was asked to supply additional documentation. He got even more upset because getting that new documentation was causing a problem, and he just wanted to get badged now! I was calm and explained in a controlled manner that the Badging office had rules we needed to abide by to ensure everyone’s safety, but at the same time I assured him I wanted to see him get badged as quickly as possible. I continued to engage him and I went though every step in the process for him, one by one, and from that he could see I truly wanted to help him. He thanked me for taking such an interest in his personal case and he said he would now go and get the paperwork he needed.
Entry Num:
174
Company:
Badging
Employee:
Lisa B
Name:
Frances B
Comments:
An applicant was upset because a few months had passed and still her 10 year background check had not cleared the screening process. I was proactive and did an investigation and sure enough I found some errors in her paperwork. I was able to research further and I found things we could do to clear up the errors, and she did them and sure enough in a few weeks she passed, got her badge and she was able to work.
Entry Num:
173
Company:
Badging
Employee:
Debbie M
Name:
Mario M
Comments:
The class we were holding to train authorized signers was cancelled and a man who had made a special trip in to take the class was upset because he had not been told in advance. I engaged him and apologized, then I was proactive and worked with him to find a time we could get him rescheduled. He calmed down and thanked me for taking such an interest and working intently with him to get him rescheduled.
Entry Num:
172
Company:
Badging
Employee:
Roslyn O.
Name:
Yvonne M
Comments:
A man was very upset because his badge didn’t work. He said he had made two phone calls trying to find out what the problem was and finally he had just jumped in the car and come to the office to deal with it directly. I spoke in a calm tone and told him I would do everything I could for him. I quickly troubleshot the full process with him and soon I realized that his badge had an ecoding issue – which I was able to resolve for him in less than a minute. He was very thankful he could work – because without me, he said, his company would have had to send him home.
Entry Num:
171
Company:
Badging
Employee:
Carol F.
Name:
Renee McM
Comments:
A company’s authorized signer had been sent away because he had an expired passport. He called once he got back to his office to make sure that he now had everything he needed to be Badged properly. He had irritation in his voice because he said he didn’t want to come in again and be sent back another time. I engaged him and went through all the steps in the process with him – and this made him very happy that I showed him concern.
Entry Num:
170
Company:
Badging
Employee:
Mary R
Name:
Christy S.
Comments:
An applicant’s paperwork was not correct. This frustrated him and he said he had done everything he thought he needed to to fulfill the application process. I explained in a calm way that there was still a slight problem and that he would not have to stand in line again when he returned. This calmed him down and he thanked me for taking a personal interest in him.
