UK-based Rainbow HR is helping Glasgow Airport to launch its customer charter – the first of its kind in the country.
The team was brought in to help the airport in its efforts to become the gateway of choice in west and central Scotland, and the best airport in Europe for customer service.
A 2010 customer survey asked passengers what was important when travelling, which provided the fundamentals for a customer charter. Rainbow HR also held a series of staff focus groups to understand what good service was to them, forming part of the training programme.
Fiona Irvine, Rainbow HR’s Director, commented: “The training was designed to educate staff on how their actions could make or break the customer experience and therefore tarnish the airport’s image.”
Both companies also designed a DVD focussed on staff attitudes through real-life customer experiences. Staff were shown two situations involving passengers. While the scripts were identical, the attitudes employed by staff were different, showing trainees how behaviour of staff can alter the customer experience.
As part of the charter’s aims, an interactive feedback station has been installed in the security hall, another first for the UK. Since the training began, the ratio of compliments to complaints has improved, with customers reporting 7:1 in favour of their visit.