The National Coordinator SERVICOM in the presidency, Mrs. Nnenna Akajemeli has commended the Federal Airports Authority of Nigeria, FAAN for having a befitting reception/ Front Desk Office at its headquarters to give visitors, customers and clients comfort while waiting to be attended to during their visit to FAAN.
Speaking at the inauguration of the FAAN main entrance reception/front desk office in Lagos, she said entrenching the culture of service delivery within FAAN was key as it said a lot about the image and what its represents.
The SERVICOM coordinator represented by Mr. Joseph Afolabi an officer in the presidency said just as a face represents a person, the reception area represented an office or an organization, adding that most visitors usually form an opinion about an organization and how it is by looking at the reception area.
“In other words, as we all know the reception area is the first point of contact, your customers, clients or visitors will have with your organization, so it is very imperative that the reception area represent your office accurately, so why setting the tone for the office , the reception in an office is very important because its influence the client’s lasting impression of your organization and just as the saying goes: First impression last longer”.
Mrs. Akajemeli stressed that to evaluate the customers satisfaction level of the services rendered by Ministries, Departments and Agencies, MDA’s, one of the important area of concentration was the reception areas or the reception experience of the customers,” this consist of the relaxation area and how that customer is attended to, in other words not only the space but the staff dealing with the customer”.
Waiting area at the reception
She urged the FAAN SERVICOM unit to ensure that the receptionists that would mount the area, were well-trained in customer service and also in communication skills so that they would be able to attend to customers and clients effectively and efficiently.
The SERVICOM coordinator noted that a checklist of a standard reception area includes, staff manning the area must courteous, adequate sitting arrangement and directional signs, display of service charter is displayed either in banner or leaflet.
” It should also have television, if you can afford it but not compulsory, water dispenser and most importantly also have SERVICOM complaint officer because when your customer comes maybe he wants to complain, it is that reception area that that complain should be made. Lastly, it should be very clean, calm and orderly, all these attracts some marks and it makes 100%”.
Managing Director FAAN, Mr. Saleh Dunoma, represented by the Director, Engineering services FAAN, Mr. Salisu Daura said the facility added credence to how much premium the agency placed on ensuring their customers were well served, upholding their image as a customer- centric organization.
He added,”the operations here should be seamless as we have ensured that all well trained Front- line desk officers and security personnel made up of AVSEC and selective security will put in their best”.
” our reception area is also well equipped with facilities for the comfort and satisfaction of our visitors”.
General Manager, SERVICOM FAAN, Mrs. Ebele Okoye said the front desk officers in conjunction with and aviation security would assist in bridging the gaps of security lapses in the environment.
“You will agree with me that issues of security and safety cannot and should never be taken for granted especially these days of terrorism and insecurity in the land. The control of the influx of unwanted visitors will be one of the core duties to be performed from this post”.
She emphasized that,” the service Compact, SERVICOM initiative has the core message which says that ” providing the basic services to which citizens are entitled to in a timely, fair, honest, effective and transparent manner” is the entitled of every customer.
General Manager, Public Affairs,FAAN, Mrs. Henrietta Yakubu said the initiative was a new dawn for FAAN, adding that when people come in from the reception, they would know that good things were coming “our way in FAAN”.
“People are talking about security breaches, FAAN has been in the news for too long but I want to use this opportunity to tell people its a new dawn for FAAN, it wouldn’t be about bad news all the time and in the mist of it, we will still talk about good news, good opportunities and good things coming to FAAN”.
After a tour of the facility by the SERVICOM officer from the presidency, it gave the reception area 80% mark for meeting the required standards.
The reception was then declared open by the Director Engineering services, Salisu Daura accompanied by the Director of Admin, Mr. Norris, Mrs. Ebele Okoye and the SERVICOM officer, Mr. Joseph Afolabi.
