Now That’s Customer Service

I would like to introduce you to Josh, a member of RDU’s emergency services team.

Several months ago, Josh was at Terminal 2 on a medical call. As he was putting his equipment away, he saw two elderly women who were struggling to get their suitcases out of their car and into the terminal. Recognizing that no one was helping them, Josh, without hesitation, asked if he could assist them.

Within minutes, he had retrieved a wheelchair from inside the terminal and carried the passengers’ bags into the terminal to the ticket counter.

Now meet Melissa, who works at JetBlue at RDU. Leaving Terminal 2 one afternoon, she met a gentleman who was in a panic because he could not locate his business partner. With a broken phone and unable to leave his car unattended on the curb, he didn’t know what to do.

After the motorist asked Melissa for help, she went back inside the terminal, paged the passenger and checked his flight status. She then returned to give the motorist all of the information he needed to meet his business partner when he arrived at RDU.

Recounting the story, the motorist said, “This agent is a great person, as well as an employee I would love to have work for me.”

Wait. There’s more.

A business traveler who regularly flies through RDU recently wrote in to thank Aida, a waitress at AJ’s Tavern in Terminal 1. The passenger had eaten at the restaurant three times within two months. The third time, the waitress, who had waited on him before, remembered what he had ordered during his last two visits, making a big impression on him.

“The fact that she remembered me from three weeks ago was a pleasant surprise, but to also remember what I’d ordered and how I liked my tea was simply amazing.”

These are just three stories from hundreds of thank you emails and letters we receive each year from customers and co-workers who have witnessed exceptional customer service in action at RDU.

We want to hear from you too. If you see exceptional customer service at work at RDU, or if you have a comment or suggestion, please write us by contacting our customer relations department.

About Mindy Hamlin

Mindy Hamlin is the Director of Communications and Community Affairs, overseeing communication strategies for the Airport Authority including the Web site, graphic design, employee communication, social media, publications and much more. She also takes the lead on media relations efforts working with local, national and trade media on airport-related stories. And, she’s not afraid to do a TV interview in a hardhat and pearls.
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One Response to Now That’s Customer Service

  1. ruth worrell lee says:

    sounds like you have lots of great things happing at RDU, Mindy Hamlin sounds like a fantastic employee, so educated and well trained. . Seeing how well Mindy is trained for RDU, i hope RDU appreciates her many talents and is a great employer. Keep her happy and she will excel for you.

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