The Columbus Regional Airport Authority, which operates John Glenn International, created the airport’s Outstanding Customer Service Recognition Program in the pursuit of superior customer satisfaction while simultaneously raising employee morale. This established customer service program honors employees throughout the airport for “WOW” service
“We define ‘WOW’ service as an act that goes above and beyond the expected daily responsibilities of an airport employee,” explained Mark Mulchaey, who manages customer service for the Airport Authority with assistance by Customer Service Coordinators Barb Varga and Donna Wiseman.
The recognition display was specifically designed with the honorees in mind. Located in a prominent area near the entrance to Concourse B, the display features pictures of up to eight employees at a time, along with descriptions of their outstanding customer service action.
Anyone at John Glenn International who interacts with airport customers qualifies to participate in the recognition program, including all personnel employed by airlines, retail tenants, concessionaires, rental car agencies, a variety of service providers, the Transportation Security Administration and CRAA. Download a nomination form here or email Barb Varga with questions.
Once the honorees are selected, the customer service team works with the employee’s supervisor who escorts the recipient, unknowingly, to the recognition display for the “hooplah” ceremony where a crowd applauds their arrival. A proclamation describing the employee’s superior customer service is read by one of the Airport Authority’s executive leadership team, an engraved award is presented with a balloon bouquet and a photographer records the moment. With approval, the employee is highlighted on John Glenn International's Facebook and Twitter pages.
CMH Customer Experience Partnership
The CMH Customer Experience Partnership (CCEP), which includes representatives from a wide spectrum of airport partners, assists with the John Glenn International recognition program by continuing to foster an airport community effort to achieve excellence in customer service. The CCEP encourages participants to implement ideas for improvement, as well as provide resources and motivation that serve to enhance the customer experience.
What’s The Buzz
What’s the Buzz is an employee newsletter, created by the Airport Authority Customer Service team to keep the airport community up to date on recent news and upcoming events at John Glenn Columbus International Airport. Published six times a year, the newsletter is distributed and posted for airport employees both inside and outside the main terminal. Submit story ideas to Barb Varga at (614) 239-4006.
The Airport Authority also creates several other newsletters to provide valuable, timely information related to John Glenn Columbus International Airport, Rickenbacker International Airport and Bolton Field Airport.
Passenger Appreciation Days
Quarterly Passenger Appreciation Days, which are organized by the Airport Authority’s Customer Service team with assistance from the Airport Ambassadors, are designed to celebrate the travelers who make John Glenn Columbus International Airport great. Located in the center of the ticketing lobby, Passenger Appreciation Days are themed events that feature free popcorn and a children's activity table for our many travelers, guests and airport employees. Visit the John Glenn International Facebook page for updates on upcoming Passenger Appreciation Days.