SERVICOM officers at various airports in the country have been charged to delight customers through quality service delivery.
Giving the charge at its quarterly meeting in Lagos of all heads of customer service at different airports in the country, the General Manager, Customer Service, Federal Airports Authority of Nigeria, FAAN, Mrs. Ebele Okoye emphasized that the ability to constantly and consistently give and provide what the customer want and need was key to winning their trust.
She said personnel of the customer service department must be above board and represent the Federal Airports Authority of Nigeria FAAN in positive light.
The SERVICOM GM noted that as worthy SERVICOM ambassadors, they were expected to show exemplary behavior while exercising their authority at the airport, adding that,”we must understand each customer and know what each one needs”.
According to her,”if each staff would performance his/ her duties as expected, service delivery would have succeed. FAAN expects every staff to work hard”.
While admonishing passengers to exercise patience and adhere to information provided during crisis, Okoye urged the SERVICOM officers to maintain service standard and time in order to save customers from undue stress at the airport especially during flight cancellations.
“We are appealing to Nigerians also when these flights are cancelled, they should exercise little patience and see whether it will come and airlines too be in a position to give information and the right information at the right time so you don’t frustrate the efforts of your passengers and when we loss them, we loss money its very, very important.
Mrs. Okoye explained that the main reason for the quarterly meeting was to remind the us timer service personnel of what they already know and to emphasize and re- emphasize that they must do what was expected of them and rub minds on challenges and proffer solutions to such problems.
“It is always very important to refresh the memories of people, to remind them of expectations as they go out to work and to bring information that are new to bare as a reminder for quality service”
“This is a meeting that we have organized and we do it quarterly, this particular one, things that they taught they know about the system, obligations and so many other things this what we are discussing and it is also a forum to bring them together to share their experiences that happens in their airports so that every other person will discuss it together and solutions will be given to that effect in case it comes in another person’s own situation”,she added.
While commending the minister of State, aviation Hadi Sirika for the transformation of the airports , Okoye urged servicom HODs to always come to the aid of stranded passengers in case an airline default “Yes, the minister has been doing so much, if you notice, a lot of facilities are coming into the airport, you notice also structures are coming up and the SERVICOM duty is actually to assist, helping to convince and comfort these customers that whatever you think you have lost in the past by a kind of service failure you experienced, that we are doing things to moderate it even with the airlines to ensure that those failures will not show up again”
Speaking on the newly launched reviewed service charter, Mrs. Okoye said it remained a guideline for the officers and a short publication that highlights what customers of FAAN were expected to get from FAAN.
“The charter contains obligations, services that are provided one by one by every department, the local charter, the FAAN main charter.
“So its actually a good guide, it was a reviewed one from the old one to moderate their actions and also to teach them the things that they didn’t know about this time which is expected of them to know and implement in their airport system”
