Customer Service for Airport General Managers

Airports have become the crossroads of the world. It's an environment where speed and safety intersect with the rawest of human emotions. People arrive at an airport with the express purpose of leaving it – the sooner the better. And seconds count, literally. There’s no better place to witness the comedy and the tragedy of human life.

In the comings and goings of a typical day, how do you provide elite-level customer service? You begin by modeling it from the very top – by the airport general managers. These are tough, busy people who describe themselves as ‘outside the system’ and ‘lords of our realms.’ How do you convince them to focus on the customer, first, when there are so many other pressing needs? You use them to convince each other that it’s the best way, the only way.

We produced a one-day seminar for American Airlines airport general managers. Intensely interactive, participant-driven, video-enhanced – this course still receives the highest rating of any course taken by this population.