Miami airport invests in Disney customer service training

Nicole Mezzasalma

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Retailers are also taking their lead from the Disney Institute training programme

Miami International airport has hired the services of the Disney Institute to improve its staff customer service skills. The Florida-based training company, which specialises in coaching executives and front-line workers, is now teaching the airport’s terminal operations employees—including retail staff—staff relations, leadership practices, team-building and communication skills.

Miami-Dade Aviation Department media relations manager Greg Chin told Ravenfox.com: “This is just one of many customer service initiatives we’re doing. We’re hoping it generates a new thinking, a culture change here at the airport that is more accommodating to travellers. Most airports provide the same service, but what distinguishes good airports from great airports is the customer service they provide.”

Chin said that the first training session with 14 concessionaires, which took place on September 19, included representatives from Duty Free Americas, which operates the duty-free concession at Miami International.