Los Angeles World Airports, the city agency that operates Los Angeles International Airport (LAX), has launched a new customer service training program for employees at the airport to help improve the airport travel experience during the holiday travel season.

The “Resilience Edge” program is designed to teach employees the concept of N.I.C.E. skills — how to “Neutralize Irritations (during) Customers’ Experience” — and offers an incentive to recognize top-performing problem-solvers, airport officials said. Employees also focus on traits such as adaptability, engagement, optimism and pro-action through role-playing lessons to learn to take control of “pressure-packed” situations and remain focused on passengers’ needs, officials said.

“As we gear up for the holidays, it is increasingly critical for our front-line employees to be well-equipped and ready to provide the best possible customer service that our passengers deserve,” said Gina Marie Lindsey, LAWA executive director.

“This training is an important step toward an overall goal for LAWA to improve customer service, particularly as we continue to build new facilities. We need to match the expectation for world-class facilities with world-class service, and this training is part of what will get us there.”

The Volunteer LAX Passenger Assistance Program is another service initiative this year. LAX employees wearing red vests will provide information and greet passengers curbside on the Upper/Departures Level during this holiday travel season Wednesday and Thursday, December 23rd and 24th.

Resiliency Edge is offered nationally through a partnership between the Human Resiliency Institute at Fordham University in New York and the American Association of Airport Executives. LAX is said to be the first airport on the West Coast to participate in such training.

Share