Customer Service:

Working at the Mineta San Jose International Airport

Training Standards Program

Division of Employee Services, Safety & Training
Mineta San Jose International Airport

Revised 3/15/2010 Page 1

Our goal:
Make SJC the Bay Area airport of choice

“Once passengers are in the airport, it’s the

basics of customer service that matter.”
— CSAA study, 2004
 You Are An Ambassador!

• “Ambassador” is usually associated with a dignitary from a country

who helps improve relations between their home country and a host
country.
• Your ambassador role is to help people get a positive impression of
SJC and San José.
• You are a “host” or “hostess” for the airport - to make our guests feel
welcomed, comfortable, and glad they came.
• Know the Airport and be ready to assist passengers.
• Every Employee is an Ambassador!
 Creating Customer Service Excellence

• Why is customer service important at SJC?

• What are the benefits of giving customers excellent service?
• Characteristics of outstanding service
• How is customer service measured at SJC, and how will you and your
business be measured?
• Proper greetings, thank you, send offs, and other behaviors

• Calming upset customers

• Successful business measures
• Sales and customer satisfaction
 How are customers different at SJC
than in other situations?

• In a hurry.
• Disappointed – plane was delayed or cancelled.
• Frustrated about long lines going through Security
Checkpoints.
• Not enough sleep -- got up early to catch a
flight or was up late finishing work or packing.
• May have an unpleasant reason for traveling
(family illness, death, to meet with upset
customers, to attend undesirable meeting).
• Don’t want to leave loved ones.
• Afraid to travel.
 Characteristics of outstanding service
providers
• Smile and eye contact -- pleasant greeting
• Friendly conversation, voice tone and body language --
word choice makes a difference
• Thank you and friendly send off:
“Have a nice flight” or “Welcome to San Jose!”
• Know the Airport, give directions if asked
• Good grooming & posture, pleasant demeanor
• Be helpful -- go out of your way for the customer
Examples:
− Give directions, be clear and concise
− If a customer asks for change (in a retail shop or restaurant),
provide them change even if they are not buying anything
− Get them additional assistance if necessary, even if from another
organization
 Greeting Customers
Preferable options for greeting customers:
• “Good morning / afternoon / evening.”
• “How may I help you today?”
• “Hello. How are you today?”

Inappropriate or Inadequate Greetings:

• “Yo!”
• “Next.”
• “What do you want?” Hey!

• “Hi.”
• “Hello.”
• “Yes?”
• No greeting.
 Why Are Smiles Important?

• Shows you are friendly and willing to help

• Shows you like helping people
• Universal sign of friendly greeting
• Sets up a pleasant transaction
• Helps someone in a bad mood become more pleasant
 Why is Eye Contact Important?

• Shows you’re focused on the customer

• Shows respect for the customer
• Shows you’re a professional
• Cuts down on shoplifting in a retail shop
 Giving Directions

• Part of your responsibility is to be able to give directions within the

airport. You represent the entire Airport to our customers.
• You aren’t expected to know about places beyond the Airport, send the
customer to the Information Booth for those questions.
• Know where each airline is located (which terminal, and what gates
they generally operate out of).
• Know the shops and restaurants in the terminals.
• Know where the following are (in relationship to your location):

→ Nearest restrooms → Shuttle buses (pick up and drop off)

→ Water fountain → Car rental agencies
→ Pay phone → Taxi cab stands
→ White courtesy phone → Lost & Found
→ Information booth → ATM
→ Mail box
 Importance of “Thank You”
and a Pleasant Send Off

• It shows you value the customer’s business.

• It shows you are paying attention.
• It gives the customer a good feeling about your operation and about the
Airport in general.
• In a retail shop or restaurant, it lets the next customer know his/her turn is
coming next.

Examples:
• “Thank you and have a great day.”
• “Thank you. We appreciate your business.”
• “Thank you. Have a nice flight.”
• “Thank you very much. We hope to see you again.”
Reasons Customers may be upset:
• They are in a hurry
• They have had a setback (plane delayed or cancelled, secondary
security screening, long lines, hungry, frustrated)
• They don’t want to be traveling (heavy work load, unpleasant people to
visit, don’t want to be away from family)

Keys to Calming Upset Customers:

• Listen completely
• Speak respectfully
• Focus on positive actions
 Three Steps to Calm Upset Customers

1) Acknowledge the customer’s frustration and apologize for any

inconvenience (even if not your company’s fault):
• “I’m sorry for the mix up.”
• “I’m sorry for the delay.”
• “That’s too bad, I am sorry that happened, let me help you.”

2) Point out options:

• “Let me see how I can help you.”
• “I can get you a new (item) or refund you. Which would you prefer?”
• “I will rush that order for you.”
• “I will be glad to contact . . . . . to assist you.”

3) If needed, state your company’s policy as a benefit to your customers:

• “We ask for ID with credit cards to make sure no one but you is using your
card.”
 Voice and Body Language Can Help

• Make sure you have a pleasant tone

• Make sure the speed of your speech is slow enough to be understood
• Try not to be monotone or robotic
• Sound sincere in your concern about resolving the issue
• Have a pleasant facial expression
• Have straight body posture
• Make sure your gestures are positive
• Don’t touch an upset customer
• Don’t chew gum or eat within view of the customer
• Move swiftly to resolve the issue
• Sighing or cursing are inappropriate
 Defusing Defensiveness:
Show Empathy, Get Clarification

Fight Starter Communication Beginner

You’re crazy. I can appreciate what you’re saying.

I know how you feel. I can understand how you’d feel that way.
It’s always like this on Fridays. I can see how you’d be upset.
You’re way off base. Let me see if I understand . . .
You aren’t making any sense. Maybe I misunderstood . . .
That’s definitely wrong. Let me see if I’ve got this straight . . .
What’s your problem? Please tell me what happened.

Use a Positive Approach when Assisting a Customer who Made a Mistake

You didn’t do it right. I need a little more information from you . . .

You’re wrong. Maybe I was unclear . . .
 Defusing Defensiveness:
Show Empathy, Get Clarification

Avoid Giving Harsh Orders

Fight Starter Communication Beginner
You have to ... It will be better if you . . .
Will you please . . .
You need to . . .
I need you to . . .
Please . . .
It would really help if you . . .
You should have done it this way. If you run into this again, here’s how to get what
you want . . .

Take Responsibility
It’s not my fault/job. Let me see what I can do to help.
I can’t . . . I don’t have the authority to do what you ask.
However, let me get my supervisor to help you.
You can . . .
 Retail and Food Service
Treat the customer well and increase your sales
• Pleasant greeting and send off, smile, pleasant tone of voice
• Make the customer feel welcome and be helpful
• Invite questions, offer assistance
• Communicate: announce prices, give total price,
count out change
• Encourage future business

Protect your company’s assets

• Eye contact with each visitor cuts down on shoplifting
• Watch your customers, in a non-threatening, unobtrusive manner
• Follow all company policies, especially with cash handling and processing
credit sales
• Maintain a clean and neat environment, welcoming to customers
 Retail and Food Service:
Closing the Sale
Announcing Total Price
• Look the customer in the eye when you announce the total price.
• Speak clearly so she or he can understand.

Completing the Sale

• Count out the customer’s change on a cash purchase
• Make sure you return the credit card to the customer
• Smile and thank the customer

Giving Change (“can you break this bill for me?” )

• Part of your responsibility is to give change for anyone who asks for it,
whether they buy anything or not.
• Do so quickly and pleasantly.
• Do not act like this is an unpleasant job. You never know who’ll come back
in a few minutes and make a substantial purchase.
 Retail and Food Service:
Add-On Sales
Why suggest additional products?
• You’re helping the customer by offering additional products or upgrades.
• You’re assisting the customer in saving time or money, or being more comfortable
for their flight.
• You’re helping your company succeed.

Ways to suggest add-on sales?

• Be sure to ask if they need anything else or would like addition or upgrade to item
purchased. “Is there anything else I can get you?”
• “Did you find everything you were looking for?”
• “Would you like (something that goes with the item they’re buying) a soda with your
snack? Water for the plane?”
• “For only $ X more, you could have a larger size.”
• Pose it as a benefit (time or money saver, convenience) for the customer, not for
you (“I’m trying to win the sales contest”).
• Accept “no” gracefully
 How SJC
Measures Excellent Customer Service

• Customer surveys conducted by the Marketing and Properties Departments

• Average ticket amount per passenger
• Few complaints lodged with airport management
• Comments from Passengers
• Airport secret shoppers
 Your Business Will Be Evaluated On:

All Airport Businesses

• Work area is neat and orderly, public areas inviting and appealing
• Employees are pleasant, knowledgeable, helpful
• Services are provided in a professional manner

Retail and Food Service

• Area is inviting and appealing
• General cleanliness of unit
• Tables and chairs in area are clean and free of debris
• Condiment stand stocked and clean/free of debris
• Trash cans clean and not overflowing
• Floors free of spills/debris
• Shelves well stocked and neat
 What Will You Be Measured On?

• Your business name badge clearly visible to customers

• Eye contact and smile, friendly greeting
• Pleasantness throughout the interaction with customer
• Accuracy of transaction
• Thanking the customer and giving friendly send off
• Going above and beyond to serve customer
• Dealing professionally with any problems
• Product knowledge
• Focus on customer
• Familiarity with Airport services and locations
• Teamwork/cooperation with other employees working at the Airport
 Remember . . .
You don’t only represent your company, you also represent the

Mineta San Jose International Airport

and the
City of San José!
Revised 3/15/2010 Page 24
 Mineta San Jose International Airport
Training Standards Program

Division of
Employee Services, Safety & Training

Revised 3/15/2010 Page 25