{"id":15412,"date":"2022-03-09T16:48:48","date_gmt":"2022-03-09T22:48:48","guid":{"rendered":"https:\/\/www.envoyair.com\/?p=15412"},"modified":"2022-03-09T16:48:48","modified_gmt":"2022-03-09T22:48:48","slug":"the-customer-cup-returns-to-the-little-apple-2","status":"publish","type":"post","link":"https:\/\/www.envoyair.com\/2022\/03\/09\/the-customer-cup-returns-to-the-little-apple-2\/","title":{"rendered":"The Customer Cup returns to the Little Apple"},"content":{"rendered":"

With just 20 employees, the Envoy team in Manhattan, Kansas<\/strong> (MHK) are a tight knit team. After coming close multiple times over the years, operational performance and customer satisfaction all came together in the fourth quarter of 2021 and the team finally won the station\u2019s second Customer Cup.<\/p>\n

\u201cI\u2019m so lucky to have the team that we have here,\u201d says MHK General Manager, Laurel Sullivan<\/strong>. \u201cWe ask a lot of our agents, and anyone who struggles or has issues with a topic, we find creative ways to help get them back on track. When someone has an issue, they know they\u2019re not alone and we find ways to help so that when we\u2019re in front of customers, we\u2019re bringing our best.\u201d<\/p>\n

From small tokens of appreciation to impromptu teambuilding events (the team built a snowman last week!), this team-first approach has enabled to MHK to succeed. Agents are encouraged to grow their aviation knowledge and skills, and Supervisors are empowered to be a key part of that process.<\/p>\n

\u201cI joined Envoy in July of 2021 and this is the most inclusive team I\u2019ve ever worked for,\u201d says Customer Services Agent, Cassidy Stecher<\/strong>. \u201cThe supervisors especially are great and took me under their wing!\u201d<\/p>\n

\u201cWe\u2019re also very lucky to have very little attrition, so we can focus on improving everyone\u2019s skills rather than starting fresh,\u201d adds MHK Supervisor, Brennan Walter<\/strong>. \u201cAnd we all get along, for the most part!\u201d<\/p>\n

\u201cWhen your GM was out for a couple of weeks, you all stepped up to help out and it was like she was never gone!\u201d said Envoy Regional Managing Director, AnnMarie De La Paz<\/strong> during the station\u2019s Cup celebration. \u201cI don\u2019t have to worry about MHK because I know you not only do the right thing, but do everything that needs to be done. It blows my mind that you haven\u2019t won the Cup more often!\u201d<\/p>\n

And win they did, outperforming 44 other stations for the fourth quarter of 2021 (4Q21) with above-target increases for their MBR, D0 and T0 metrics. After posing for a photo, surprising their GM, Laurel, with confetti and enjoying lunch together, the team went back to doing what they do best \u2013 working as a team to help each other \u2013 and our customers \u2013 be the best they can be every day.<\/p>\n

\u201cThis quarter was a big win for Envoy, and you\u2019re all part of that success,\u201d said Envoy Vice President, Customer Services, Jude Mayeux<\/strong>. \u201cY\u2019all have a great team, y\u2019all have a great reputation and you all do an amazing job. You should be proud of this accomplishment and we hope to see you all again next quarter.\u201d<\/p>\n

Until next time, team MHK! Congrats on your well-deserved win.<\/p>\n

Click here to see photos from team MHK’s celebration<\/strong><\/a>.<\/h3>\n

What is the Customer Cup?<\/strong><\/h4>\n

The Customer Cup is a quarterly award and celebration organized by American Airlines to recognize stations that demonstrate the strongest performance in Customer Experience.<\/p>\n

How do you win?<\/strong><\/h4>\n

Each station across the AAG network \u2013 both domestic and international \u2013 competes against others of the same size and operational likeness. Stations are measured by performance in several metrics, including:<\/p>\n

    \n
  • Departure Dependability (D0)<\/li>\n
  • Turn Dependability (T0)<\/li>\n
  • Baggage Performance (MBR)<\/li>\n
  • Customer Feedback & Airport Experience<\/li>\n<\/ul>\n

    What do stations win?<\/strong><\/h4>\n

    Every quarter, winning stations receive the Customer Cup to recognize the efforts of employees at that station. Winning stations are also entered into the running for the top prize in the competition \u2013 the Champions Cup \u2013 which is typically awarded annually in the Spring. Due to the COVID-19 pandemic, the program was put on hold between 1Q20 and 2Q21.<\/p>\n","protected":false},"excerpt":{"rendered":"

    With just 20 employees, the Envoy team in Manhattan, Kansas (MHK) are a tight knit team. After coming close multiple times over the years, operational performance and customer satisfaction all came together in the fourth quarter of 2021 and the team finally won the station\u2019s second Customer Cup. \u201cI\u2019m so lucky to have the team […]<\/p>\n","protected":false},"author":16,"featured_media":41851,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[47],"tags":[],"_links":{"self":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts\/15412"}],"collection":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/comments?post=15412"}],"version-history":[{"count":0,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/posts\/15412\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media\/41851"}],"wp:attachment":[{"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/media?parent=15412"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/categories?post=15412"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.envoyair.com\/wp-json\/wp\/v2\/tags?post=15412"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}