Airport Employees & ETeam Print Friendly
What is ETeam all about?
ETeam is about improving customer experiences at EIA – nothing more complicated than that!
Why do we need to work together? Because customers want great service – regardless of who’s delivering it. And we all have a role in that!
The ETeam program is founded on two basic premises:
- Everyone at the airport has the opportunity affect the customer’s opinion.
- Customers evaluate the airport as a community, not as individual agencies.
- measuring and reacting to customer perceptions (airport service quality surveys, comment card programs)
- providing ETeam employees with the opportunity to learn more about the airport environment (orientation training, newsletters)
- giving ETeam employees the opportunity to increase their skills (front line customer service training, safety and technical training)
- providing ETeam employees with the opportunity to share their expertise and dedication to the customer (become trainers, write stories for the newsletter, participate on event committees)
- recognizing great service (Caught Ya Awards, Annual Awards of Excellence)
- creating a networking opportunity to identify and explore options for 'teaming' up with other ETeam employees in formal and informal situations to serve the customer (participating in training programs, participating on committees)
- Friendly and professional service. ETeam wants customers to have a great time at the airport, dealing with the world’s friendliest airport staff, but we do our best to remain professional and ensure we meet all the customer’s needs.
- Safe and secure. We are committed to treating all users of the airport in a respectful way while we go about ensuring the customer’s safety and security.
- Timeliness of service. Whatever your job is, it’s important to understand customer expectations and be respectful of their needs.
- Clean and well maintained facilities. Take pride in your work area – keep it tidy and in proper working order. We want our customers to be impressed.
- Barrier free access. EIA is for everyone – and everyone should be able to take full advantage of our services and facilities. We do our best to make things easy for our customers with disabilities.
- Simple and effective signage and information. Simple signs are more effective, but for those needing more information, we are more than happy to help in any way we can.
- Multilingual assistance. We provide services in both of Canada’s official languages. We also have staff members who are able to offer service in other languages.
- Assistance during those challenging times of delays and disruption. We do our best to minimize the impacts of travel delays by being empathetic and offering timely information updates.
- Getting the customer on their way. Service at EIA is not just about getting customers on and off the aircraft, but about getting them to and from the airport.
- Seeing it from the customer’s perspective. ETeam endeavors to get a clear understanding of the customer’s perspective and to use that information in a timely way.
Would you like to be more involved in the ETeam program? Please share your talents:
- Write a story for the ETeam newsletter
- Organize or lead a training or teambuilding session
- Coordinate an event or activity
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