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Customer Service in the world of Aviation screening

By: Kevin Veerasamy
January 13, 2015

Our mission to raise the bar in aviation security depends on the delivery of customer focused security service. In our industry, customer service and aviation screening go hand in hand. We provide service not only to the traveling public but to the airport community as well.

 

Kevin Veerasamy is GardaWorld’s Terminal 3 Manager at Toronto Pearson International Airport.

 

Our mission to raise the bar in aviation security depends on the delivery of customer focused security service. In our industry, customer service and aviation screening go hand in hand. We provide service not only to the traveling public but to the airport community as well.

On a daily basis, our screening officers meet and exceed the expectations set out by GardaWorld. They care for the travelling public and value their time. They go above and beyond their roles and responsibilities to provide ease of access in a manner that leaves them with a strong sense of security, respect and sensitivity to the passenger’s individual needs.

 

Greeting passengers in both official languages is an example of the superior customer service GardaWorld is proud to offer. Servicing 28 airports across Canada, GardaWorld’s employees are immersed in a multi-cultural environment, where many assist passengers in numerous languages. This service puts the travelling public at ease as we are able to effectively   communicate the rules and guidelines of security screening to them.

 

On numerous occasions, passengers have complimented our screening personnel on their excellent customer service. Our frontline managers encourage passengers to send in the compliment directly to our client, the Canadian Air Transport Security Authority (CATSA). A strong supporter of employee recognition, GardaWorld ensures a note or a letter is placed on the employee’s file to recognize their great work.

 

When you work in a customer focused environment, it is inevitable that you will sometimes have to deal with customer complaints and issues. When a customer first complains, they are often at the peak of their anger or frustration. Our frontline managers and screening personnel must first identify the core of the problem to be able to correctly resolve the issue.

 

A three step approach was developed by CATSA and GardaWorld to assist in resolving customer complaints. Our frontline managers and screening officers are trained to diffuse the situation so that it does not escalate to the last step.

GardaWorld would like to thank all of our frontline managers and staff for their continuous hard work, dedication and commitment to improving screening operations across the country! They have a very challenging and yet rewarding career. The challenges they face on a daily basis provide them with knowledge and experience which benefits them in numerous ways.

 

This article was written in collaboration with Julie Szajkowski, GardaWorld Operations Manager at Toronto Pearson International Airport.