……as GM customer service gives tips on how to handle angry customers
In order to ensure customer satisfaction and improved service delivery in the nation’s airports, staff of the Federal Airports Authority of Nigeria, FAAN, has again been reminded to work with great commitment in discharging their duties to achieve great results that will equal world standards.
This is just as the Authority has pledged to do the needful as stated in the FAAN Service Charter by ensuring cordial relationship between departments by communicating regularly through different fora.
Giving the reminder at the just concluded In-House sensitization on Customer Service at the Ilorin Airport at the weekend, the Managing Director, FAAN, Capt. Rabiu Yadudu emphasized that, staff input in making sure there is quality service is utmost priority for the sustainability of the organization and the aviation industry in general.
He said, the purpose of the program is to ensure staff understands the importance customer service and the kind of service rendered them, for the realization of FAAN’s vision and mission.
“Our objective of gathering here is to achieve excellent means of improving services we render to our customers in a bid to keep the cherished relationship we have built over the years and also to publicise our services”.
He urged them to always discuss their strength, weaknesses and expectations, assuring that, the urgent challenges will be sorted out immediately and the complex ones with long time processing will be looked into and resolved accordingly.”Let us join hands together to uplift our airports so that we can achieve our goal of being amongst the best airports in the world”.
General Manager, Customer Service/SERVICOM, Ebele Okoye in her presentation, harped on listening and empathy when dealing with difficult customers.
She stressed that, the customer is king and must be treated as such in the event the customer is dissatisfied with the services rendered.
In her presentation titled, ‘How to deal with difficult customers’, Okoye stressed first and foremost, a FAAN desk officer and other staff at the airports, must learn to listen and take the opportunity to build rapport with an angry customer.
“When a customer complains, he is doing you a special favour by giving you another chance to serve him to his satisfaction”.
She also appealed to staff to avoid rising their voice to customers, angry or upset, never to say sorry as this will increase the pain of a customer, show empathy and never to take the customer action personal.
” if the customer vets louder, start speaking slowly and in a lower tone, always speak to the issue at hand and do not get personal”.