Port Columbus International Airport is breaking new ground in the pursuit of superior customer satisfaction while simultaneously raising employee morale. The Columbus Regional Airport Authority, which operates Port Columbus, introduced an employee recognition program that 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 Barb Varga and Donna Wiseman.
The recognition wall was specifically designed with the honorees in mind. Located in a prominent area near the entrance to Concourse B, the wall displays pictures of eight employees at a time, along with descriptions of their outstanding customer service.
Anyone at Port Columbus 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.
Once the honorees are selected, the customer service team works with the employee’s supervisor who escorts the recipient, unknowingly, to the recognition wall 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.
CMH Customer Experience Partnership
The CMH Customer Experience Partnership (CCEP), which includes representatives from a wide spectrum of airport partners, assists with the Port Columbus 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 a monthly newsletter created by the Airport Authority Customer Service team to keep the Port Columbus airport community up to date on recent news at Port Columbus International Airport. 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 Port Columbus International Airport, Rickenbacker International Airport and Bolton Field Airport.
Passenger Appreciation Days
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 Port Columbus International Airport great. Located in the center of the Port Columbus ticketing lobby, Passenger Appreciation Days feature free popcorn and a children's activity table for our many travelers and airport employees. Visit the Port Columbus Facebook page for updates on upcoming Passenger Appreciation Days.