Major airports -- including New York JFK, Phoenix Sky Harbor and Miami International -- are training workers in the art of customer service. The programs are often required for employees paid directly by the airport, while others, including TSA screeners, are encouraged to attend. If a traveler has a bad experience at the airport, "It may not be our fault, but it's our problem," says Dickie Davis of Miami International. Fordham University's Human Resiliency Institute designed the training program attended by some 1,500 workers so far in the New York area, and a half-dozen additional airports plan to implement the program next year.

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