Blog (8)

Customer Service Experts (CSE) Continues to Advance Employee Development with Cutting Edge Strategies and Skills

on July 31, 2017

Customer Service Experts, CSE, attended the 2017 ATD International Conference and Exposition in Atlanta, Georgia, the largest event for talent development professionals worldwide. The Association for Talent Development (ATD) is a professional membership organization supporting those who develop the knowledge and skills of employees in organizations around the world. The conference provides knowledge, strategies, and solutions to effectively train and develop talent, producing improved service cultures, customer experiences, and directly impacting revenue.

Every Connection Counts–CSE CEO, Lise D'Andrea, Participates in Alumni Event on Capitol Hill

on May 09, 2017

Last Friday, CSE CEO and founder, Lise D'Andrea, was invited to speak on a panel of business leaders in the D.C. area for "Owls on the Hill", an event organized by Temple University. This event is designed with the intention of connecting current Temple student-athletes with alumni and student athlete alumni who are now leaders in their prospective industries. The importance of networking and forming valuable relationships demonstrated at this event reinforces our motto here at CSE: Every Connection Counts!

CSE On the Fly: Featuring Eric Smith, BWI Pathfinder

on May 02, 2017

Airport volunteerism has increased dramatically over the last ten years, and airports are relying more and more on friendly-faced volunteers to help improve their overall guest experiences. But how and why do people become an airport volunteer? We took a few moments with long-time Annapolis, Maryland resident, Eric Smith, and got down to the roots of how and why Eric became a Pathfinder volunteer at the Baltimore Washington International Airport.

Airport Volunteerism Adds Dimension to Airport Customer Experience

on April 27, 2017

Some are called ambassadors. Others, tour guides or airport aides. And yet some are simply referred to as airport volunteers. Here at my home town airport, BWI, these dedicated and passionate volunteers are referred to as Pathfinders. No matter the name, we’ve all seen them, been helped by them, or pleasantly greeted by them - the courteous, approachable volunteers strategically standing behind kiosks at the ready, roaming with tablets, and manning welcome desks around busy airport concourses.

LAX and CSE Partner to Deliver 'Gold Standard' Service

on April 26, 2017

Skytrax, an airport industry research company, has recently named our partners at LAX one of the top 10 most-improved airports in the world! It's great to see that their emphasis on delivering the "gold-standard" experience is being recognized by passengers!

CSE On the Fly: Featuring Sherri Smith, General Manager of Westfield Airports at EWR, and the #SayHappy and Random Acts of Kindness Programs

on March 16, 2017

Last month, February, is filled with many reasons to be happy. The obvious falls on February 14^th, when love abounds and kindness comes easy. Other February days that embrace and share happiness are National Pizza Day (2/9), National Love Your Pet Day (2/20), and National Clam Chowder Day (2/25) just to name a few! The Westfield team at Newark Liberty International Airport took happiness to the next level last month. Training EWR employees to be secret agents of kindness, these exuberant agents-of-surprise delighted airport guests with random acts of kindness.

CSE Showcases Airport CX Expertise at ARN in New Orleans

on March 14, 2017

The Customer Service Experts team is excited to attend the 2017 Airport Revenue News (ARN) Conference, in New Orleans, LA, from March 12-15, where the airport industry meets to network and learn about the latest trends. ARN offers countless opportunities to gather feedback on customer service experiences from airport executives, commercial property managers, and concessions decision-makers and features four days of informative and interactive sessions.

Anne Arundel Economic Development Business Profile: Lise D'Andrea, Customer Service Experts

on January 25, 2017

Rosa Cruz, Director of Marketing & Communications at Anne Arundel Economic Development Corporation, interviewed Customer Service Experts CEO, Lise D'Andrea, in an effort to spotlight her contributions to the local business community.

The Power of a Smile

on October 20, 2016

How far can a smile travel? In 1990, the first American customer service driven smile traveled almost 5000 miles, took root, and stayed. With the opening of the first McDonald’s in Moscow, standard corporate training on how employees can create a successful customer experience was first introduced. Step one? Smile. Where being stoic had been the customer service norm, this newfangled, unprecedented training gave Russian employees and customers an emotional culture never before seen. In the politically tumultuous nineties, the McDonald’s in Moscow became an “island of light and humanity in a dark time.”

CSE on the Fly: Featuring Lise D'Andrea–the Expert Behind Customer Service Experts

on October 07, 2016

Welcome to CSE on the Fly, a question and answer forum where we ask industry leaders compelling questions to understand the roots, development, and growth of exceptional customer service.

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