Frontline Customer Excellence
and Accessibility Training
Inspiration for KEOLIS
These are a small selection of the training videos on Disability Awareness I have made for Copenhagen Airport.
We pushed them out to 1250 companies and 24.000 staff in total.
Some of the wins for front line staff after gaining this awareness was fewer conflicts, better confidence in high stress moments and an internal dialogue about staff diversity and hidden disabilities amongst staff and how that affects how we work better - together .
“My Mobility Is Limited — Not My Mind”
Real stories about how being talked over, ignored, or treated like a child stands in the way of access and inclusion.
We hear from people with visible mobility impairments, wheelchair users and someone with a less obvious mobility impairment affecting her lungs and her need for time and patience.
We also hear what it actually takes to deliver respectful, human service that makes us inclusive and more accessible to all.
“It’s Not Obvious I Can’t See
— But It’s Obvious When You Don’t Care”
-A few seconds of communication can make the difference between anxiety or feeling welcome, seen and confident.
These stories reveal how simple actions — like not assuming people are able to navigate a screen, asking better questions and offering an elbow, build real connection making us more accessible
When Speaking Takes Longer,
Patience Builds More Than Just Good Service
Personal stories about speech impairments revealing how rushing, guessing, or looking away can turn everyday interactions into moments of exclusion and anxiety.
“Just Follow the Sign” — and other remarks that shut customers out for good
For the 1 in 4 people navigating invisible disabilities like dyslexia, autism, ADHD, brain injury, dementia, language barriers and moments of cognitive overload, micro-rejections turn ordinary service into a place they don’t feel safe returning to.
This video shows how frontline interactions shape long-term loyalty — and how small shifts can make the difference between exclusion and trust
Stine Marsal, CEO Experience Management Consult
Award-winning Customer Experience Strategist Specialising in Inclusive Service Design, Operational Efficiency, and Frontline Employee Excellence
Stine Marsal is a sociologist and award-winning customer experience specialist, renowned for her expertise in inclusive service design and operationally efficient frontline staff training. She has extensive experience leading strategic, customer-centric initiatives for high-profile organisations operating in large-scale, high-traffic environments, where navigating strict regulatory requirements for safety, compliance, and efficiency is critical. Her consultancy portfolio includes transformational projects for
Copenhagen Airport
Berlin Airport
Securitas Germany
Tivoli Gardens
LEGO House
Novonesis
International awards and recognitions
Previously, as Director of Service Excellence at Copenhagen Airport, Stine spearheaded initiatives that earned international recognition, achieving prestigious accolades including Copenhagen Airport winning the SKYTRAX awards for:
World's Best Security Experience (5 times)
Most Efficient Airport in Northern Europe
Best Airport Experience.
Stine's unique ability to combine customer experience strategy, deep operational insight, behavioural science expertise, and a nuanced understanding of employee engagement and diverse passenger needs, positions her ideally to deliver the customer-focused vision at the core of the Metro project.