July-August 2022 - 28

[
COVER STORY
AUTHOR Joe Petrie
[EMPLOYEE RECOGNITION PROGRAM]
MSP Builds a
Proactive Approach to
Employee Recognition
The MSP Nice program give incentives to
employees across the terminal to enhance
the passenger experience with top quality
customer service.
MINNEAPOLIS-ST. PAUL International Airport (MSP) is
building a better customer experience inside the terminal
by constructing a proactive approach to employee
recognition.
tant director, Concessions and Business
Development for the Metropolitan
Airports Commission (MAC).
Build to Build
Better Culture
The MSP Customer Service Action
Council (CSAC) is the driving force
for all customer service initiatives at
the airport. CSAC brings together
all campus stakeholders, such as the
airport, TSA, airlines, concessionaires,
and other service providers,
to analyze MSP's Airport Service
Quality (ASQ) results, review initiatives
and create impactful employee
recognition programs to deliver
customer service excellence.
Each of MSP's initiatives focuses
on developing the customer service
culture, improving airport services,
recognizing and motivating frontline
service personnel, soliciting customer
feedback, and measuring perceptions.
They include:
* Employee mot ivat ion and
recognition programs like the
MSP Nice Awards and Airport
Customer Service Hero.
* Participation in the Airports
Council International's ASQ
Survey Program.
* Maintenance and resolution of
the Compliments & Complaints
Databases as a means for customers
to provide direct feedback.
CSAC monitors and distributes
The airport banded all its employee
recognition programs under the
MSP Nice initiative to build a professional
customer service culture for
all employees with incentives given
on the spot for making a real impact
during their workday.
Any manager at MSP can recognize
any employee on the spot with
a voucher for free goods. Unsolicited
compliments from customers are
awarded with a $25 gift card and an
invitation to the annual MSP Nice
Celebration.
There is also a yearly Customer
Service Hero award, open to all indiThe
MSP Nice Program gives the airport
an opportunity to celebrate and honor
employee success each year via strong
communications efforts between all airport
stakeholders.
METROPOLITAN AIRPORTS COMMISSION
viduals working in the airport who
display outstanding customer service,
that comes with a trophy and $1,000.
" It's wonderful to be able to
approach an employee and not just say
thank you for going above and beyond,
but to explain to them that out of the
21,000 employees we have at MSP, it's
really the top 1% that get these compliments, "
said Isabella Rhawie, assis28
\ AIRPORT BUSINESS / JULY/AUGUST 2022
all consumer feedback received and
maintains a 99% responsiveness rate
to all comments. Through CSAC and
tenant meetings, the airport discusses
customer service results with stakeholders
to identify areas for improvement
and continually track progress.
Resulting initiatives are developed in
one of six committees dedicated to
customer service at MSP.
The unique engagement element
of the program is the focus on personalization
and one-on-one recognition.
MSP Nice Awards are
distributed while an employee is
working to create a special moment
with fanfare. MSP Nice Cards are
used to motivate and appreciate
July-August 2022

Table of Contents for the Digital Edition of July-August 2022
