During the first quarter of 2024 (1Q24), five Envoy Customer Services teams won the American Airlines Customer Cup, with teams in Charleston, S.C. (CHS), Evansville, Ind. (EVV), Georgetown-Exuma, Bahamas (GGT), Maui, Hi. (OGG) and Nassau, Bahamas (NAS) taking home the trophy. We recently reached out to three of the teams in NAS, GGT and OGG to learn more about their recipes for success and what contributes to them earning the Cup.

Today, we hear from Team OGG with Envoy General Manager Brad Malool who tells us how the team’s communication leads to success and why they want to continue to get better.

What preparations set you up for success?
We focused on thorough training, proactive problem-solving, and consistent performance monitoring to ensure we were well-prepared for success.

What role does communication play in award-winning teamwork?
Clear and open communication ensures everyone is aligned, informed, and able to collaborate effectively, which is crucial for award-winning teamwork.

What advice do you have for other stations to win the award?
My advice is to prioritize your colleagues’ wellbeing, prioritize customer service, maintain strong teamwork and consistently seek feedback to make continuous improvements.

Ready to join the Envoy team? Click here to apply now!