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.

How do we work collectively to achieve customer satisfaction? ETeam takes several steps to make sure that EIA is the best possible airport it can be. These steps include:

• 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)

ETeam’s 10 Commitments to the Customer

1. 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.
2. 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.
3. Timeliness of service. Whatever your job is, it’s important to understand customer expectations and be respectful of their needs.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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.
9. 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.
10. 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.

Opportunities to Become More Involved with ETeam

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

Please contact jhenoch@flyeia.com and let us know your interests. Alternatively, you can call the ETeam Office at 890-8503.

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