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

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.