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Airport Project ReviewCSE, Inc.

Airport Project Review

Project Coordinators:

• Roberta Bell

• Susan Deerwester

• Jerry Hyman

• Julie Posner

Getting Started

• Review email, guidelines & other info

• Confirm dates/shift & view forms

• Check those virtual “sticky notes”!

• Provide your name exactly as it is on your current, valid ID

Your Shop Log

1. Confirm each

location

3. Review shop date

5. Review shop fee

2. Download guidelines for each location

4. Review submit date (the day your reports are

due)

6. Review reimbursement

allotment for each location

Your Shop Log

7. Review shop day

9. Click on yellow sticky notes for locations. They include

details about location specifics & hours of operation.

8. Review start time

10. General location information can be

found in the location name

Performing Your Shops

• Call your Coordinator upon arrival

• Wear comfortable shoes & appropriate attire. You’re our representative!

• Look like a traveler

• Shop all locations before leaving the secure area

• Spend an adequate amount of time at each location

It’s All in the Details…

• Be discrete

• Submit on time

• Upload receipts

• Parking/toll/public transportation receipts on ONE form only

Evaluation Specifics

• Open ended? – No “yes or no”– No repeats

• Ask an airport related question

• Evaluations used as coaching tools & to identify customer service related behaviors

More Information

• What is an identifying question?

• What is a clarifying question?

• Did the Associate connect with you?

• Memorable experiences

Reporting Your Experience

• All reports are due in 48 hours

• Comment on EACH question

• Include lots of detail

• Comment on service related behaviors

• Write in chronological order (the order in which things happened)

Reporting Your Experience

• Report greeting & parting remarks as quotes

• Mention every Associate with whom you interact

• Failure to follow guidelines can result in your shop being excluded & no payment for you

• Match quotes in text boxes exactly with quotes in the narrative

• Each narrative should be UNIQUE or it will be RETURNED for rewriting

Reimbursements

Reimbursements are actual cost up to the maximum:

• Bar & Restaurant: up to $15

• Food & Grab and Go: up to $7

• Newsstand: up to $5

• Shoe Shine: up to $6

• Specialty Store & Special Services (except for shoe shines): DO NOT require a purchase & no reimbursements will be made

Parking/Tolls/Public Transportation

• Keep all receipts

• Upload parking receipts to only ONE form

• It is YOUR responsibility to email your Coordinator and tell them which form the receipts are attached to

THANK YOU!SHOPQUIZ:

http://www.eviewcse.com/ShopperQuiz.php?S=2768