www.CustomerServiceExperts.com | 2901 Riva Trace Parkway, Suite 100 Annapolis, MD 21401 | 888.770.7625

PVC PROGRAM TRAINING INITIATIVEDenver International Airport

Agenda

1.) Introduction

2.) Marketing Fund Overview

3.) PVC Training Program Overview

4.) Training Program Discussion

5.) Follow-up/Next Steps

Joint Marketing Fund

Expenditures- Marketing- Premium Value Concessions program- Customer service training- Concessions-focused Research

Marketing Update

Accomplished:- Advisory committee formed and meeting regularly- Mission statement- Research & SWOT- Brand architecture & key messaging

In Progress:- Triage plan: Concessions signage- 2014 Marketing plan

Training Program Overview

YOU MAY BE WONDERING:What is CSE’s experience creating and implementing training programs in airports?How will the content be designed?What type of training components will be included?How will it support and align with PVC?

CSE is a service development company specializing in improvingEMPLOYEE & CUSTOMER EXPERIENCES

Who We Are

Our work results in delighted, loyal customers and employees; and ultimately…GREATERSUCCESS.

Who We Are

Partners

IF YOU HAVE PEOPLE, WE CAN HELP! • Airport Concessions• Restaurant & Retail• Destination & Recreation• Financial Services• Higher Education • Government & Non-Profit

70 airport partners−and counting!LEADERS in service development for the airport

industry.

Instructional Design

PVC PROGRAM APPROACHMystery shop form standards

Alignment with PVC

Needs analysis:• Program results

• Category trending

• Tenant feedback

Program Components

1. COMMUNICATION & DEVELOPMENT

Service Vision alignment

Communication Campaign

Newsletter

Program Components

2. TRAINING

Management

Frontline/Specialty

Global

Training Content Specifics

MANAGEMENT EDUCATIONDuration 90 minutesSample Content:• Coaching & Accountability• Leading Service Recovery• Morale and Motivating• Directing and Delegating

Training Content Specifics

FRONT LINE EDUCATIONDuration 60 minutesSample Content:• Engaging Customers• Maximizing Sales• Information Gathering & Product Knowledge• Speed of Service & Efficiency

Training Content Specifics

GLOBAL EDUCATIONDuration 60 minutesSample Content:• PVC Mystery shopping form standards• First & Lasting Impressions• Airport Ambassador

Program Components

3. SUPPORT & SUSTAINRound Table Sessions:

Category specific mgmt sessions to review trends, best practices, opportunities for development

Ongoing Communication

Ongoing Activity

NEWSLETTER•Offered quarterly - announcing upcoming sessions, highlights from training, summary of round table sessions

MANAGEMENT TRAINING•4 sessions per quarter

FRONT LINE TRAINING•6 sessions per quarter

GLOBAL TRAINING•12 sessions per quarter

MANAGER ROUND TABLE SESSIONS•Offered quarterly

Activity Calendar

SAMPLE QUARTERLY ACTIVITYMonth 1 Month 2 Month 3

2 Management Sessions

4 Global Sessions

2 Specialty Sessions

Newsletter

2 Management Sessions

4 Global Sessions

2 Specialty Sessions

Manager Round Tables

4 Global Sessions

2 Specialty Sessions

PVC Support

Align with form standards and program results

Education and development

Point allocation for participation

Review

What can we clarify?

What do you like?

What can we change?

Did our recommendations meet your needs?

www.CustomerServiceExperts.com | 2901 Riva Trace Parkway, Suite 100 Annapolis, MD 21401 | 888.770.7625

THANK YOU!