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MSP Nice- our customer service training program

MSP Nice logoMSP Nice (our customer service program) includes the following 5 customer service standards:

Assure Safety and Security  -- Our 1st Priority

  • Be aware of your surroundings.
  • “See something –Say something.” Report suspicious activities and unattended bags by calling 911.
  • Know, understand and abide by the rules of the MSP Badge.

Employ the Circle of Assistance

  • Be on the lookout for customers who look like they need assistance.
  • Be proactive and approach these customers.
  • Your badge and/or uniform signal to others they can rely on you for help. Say, “How may I help you? I work here.”

Promote Teamwork

  • Work across airport organizations to help our common customer.
  • Treat everyone you interact with as a valued customer including co-workers and airport partners.

Embrace “Going Your Way”

  • Go out of your way to help customers on their way.
  • When requested, direct customers toward their destination or another resource, like an information booth or an airport assistance phone. When possible, walk them there.

Be “MSP Nice”

  • Smile and greet each customer.
  • Be approachable and take initiative.
  • Patiently listen.
  • Know our airport; its layout and amenities.
  • Add a pleasant closing and help the customer on their way.

MSP Nice trainings 

MSP Nice was launched in 2012 as a customer service training program available to all Minneapolis-St. Paul International Airport (MSP) employees. Within a year the program had grown beyond the resources for in-classroom training, and in 2014 MSP Nice was moved to the e-learning program, myMSPclassroom. 

Today, prior to receiving a SIDA badge, MSP employees are required to take MSP Nice e-learning offered at the Badging Office Learn Center.