TSA Award Winner Toby Parker: Customer Service
News & Happenings
August 10, 2007
TSO Toby Parker at Little Rock (Ark.)
screens a passenger.
Toby Parker, a transportation security officer at Little Rock (Ark.) National Airport, anticipates potentially complex customer service issues and works with management to prevent issues from escalating. Those abilities earned her a TSA Customer Service Award in 2006.
Fellow workers, screening managers and supervisory TSOs seek her advice on customer service issues. She is frequently assigned duties as on-the-job training monitor for her ability to model excellent customer service skills and teach others how to treat passengers with courtesy, respect and professionalism. And she has helped identify airport-wide trends and make recommendations for improvement.
“Toby Parker is the TSA role model for customer service,” said Kevin Styron, TSA's customer support/quality improvement manager in Little Rock. “She is energetic and genuinely committed to providing security first, customer service always.
“Toby has the remarkable ability to make passengers, in the most potentially difficult situations, feel at ease as they pass through the security checkpoint, especially passengers with disabilities and senior citizens.”
