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Airport security staff recognised for customer service

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As part of their recent Customer Experience campaign, Sydney Airport’s security service provider, SNP Security, recognised their staff for excellent customer service.

SNP photographed their frontline staff displaying five key service behaviours – being polite, respectful, informative, empathetic and acknowledging passengers – at the airport’s security screening points.

Staff displaying this positive behaviour were then featured in a series of posters with the tag line, ‘You are positively changing the way people see and experience aviation security.’

This positive reinforcement campaign has led to a culture of continued improvement in the company’s customer service, with data showing passengers have experienced significant improvements in security screening at both the international and domestic terminals.