MSP Nice (our customer service program) includes the following 5 customer service standards:
Assure Safety and Security -- Our 1st Priority
- Be aware of your surroundings.
- “See something –Say something.” Report suspicious activities and unattended bags by calling 911.
- Know, understand and abide by the rules of the MSP Badge.
Employ the Circle of Assistance
- Be on the lookout for customers who look like they need assistance.
- Be proactive and approach these customers.
- Your badge and/or uniform signal to others they can rely on you for help. Say, “How may I help you? I work here.”
Promote Teamwork
- Work across airport organizations to help our common customer.
- Treat everyone you interact with as a valued customer including co-workers and airport partners.
Embrace “Going Your Way”
- Go out of your way to help customers on their way.
- When requested, direct customers toward their destination or another resource, like an information booth or an airport assistance phone. When possible, walk them there.
Be “MSP Nice”
- Smile and greet each customer.
- Be approachable and take initiative.
- Patiently listen.
- Know our airport; its layout and amenities.
- Add a pleasant closing and help the customer on their way.
MSP Nice trainings
MSP Nice was launched in 2012 as a customer service training program available to all Minneapolis-St. Paul International Airport (MSP) employees. Within a year the program had grown beyond the resources for in-classroom training, and in 2014 MSP Nice was moved to the e-learning program, myMSPclassroom.
Today, prior to receiving a SIDA badge, MSP employees are required to take MSP Nice e-learning offered at the Badging Office Learn Center.
