Airports Are Deploying A Legion Of Military Veterans To Handle Frustrated Fliers…”Fascism with a Smile!™”

Monday, May 21, 2012
By Paul Martin

Mandi Woodruff
BusinessInsider.com
May 21, 2012

A Fordham University institute is helping airports across the country harness military-grade people skills to handle frustrated fliers.

The Human Resilience Institute runs a special program called N.I.C.E (Neutralize Irritations Customers Experience), which trains veterans to pinpoint problem passengers and address their issues effectively.

The vets, who are typically airline employees (sometimes called ‘ambassadors’), keep track of every customer interaction and submit them back to the institute. In return, they compete for incentives like restaurant freebies and vacations.

“Now we’re tapping resources offered by vets working at the airport and training them to apply their inherent leadership strengths and … help their airport enhance service,” institute director Tom Murphy told MSNBC.

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