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‘Serve well’: San Francisco International Airport’s staff engagement approach to providing meaningful, empathy-based service

Author

Listed:
  • Birch, Christopher

    (Director of Guest Experience in the Chief Operating Officer’s Office, San Francisco International Airport, USA)

Abstract

Despite not having large customer-facing staff, airports can develop and realise a distinct service culture and identity via active engagement with tenants and creation of meaningful, relevant training modules delivered with essential service principles in mind — personalised, customised and genuine. After recognising potential barriers to buy-in, it is possible to transcend individual tenant priorities and work collaboratively towards understanding customers to deliver compassionate, thoughtful service. Employees and managers can stay engaged and support the airport’s overall goals if they see the value in regular exposure to service principles and initiatives that move the entire community forward.

Suggested Citation

  • Birch, Christopher, 2018. "‘Serve well’: San Francisco International Airport’s staff engagement approach to providing meaningful, empathy-based service," Journal of Airport Management, Henry Stewart Publications, vol. 12(3), pages 283-290, June.
    • Handle: RePEc:aza:jam000:y:2018:v:12:i:3:p:283-290
    as

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    More about this item

    Keywords

    guest experience; customer service training; tenant engagement; mystery shopping;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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