FAAN charter to enhance service delivery-Okoye

The General Manager SERVICOM, Federal Airports Authority of Nigeria, (FAAN) Dr Mrs Ebele Okoye says the recently launched service charter will enhance prompt service delivery to customers

Speaking shortly after successfully unveiling its Service Charter to all stakeholders at Murtala Mohammed International Airport, Lagos, and Okoye said the charter will enable stakeholders and other airport users know the range of services provided by FAAN, standards on which these services would be provided as well states the redress procedures to follow in case such services fail in any of its airports.

She stressed that, the authority’s main focus is to satisfy all its customers defining Customer satisfaction “as a measurement that determines how happy customers are with a company’s products, services, and capabilities”.

The GM Customer Service listed what makes a customer satisfied to include the provision of extra value, response to all feedback, competency, reliability, courtesy among others.

“You must be approachable, friendly and easy to talk to. Good customer service accessibility means ensuring that customers short time can still access a great service experience. … If they can access your site, customer service needs to be accessible too. You must meet customers where they are, when they need you, on any device”.

In handling difficult customers, Dr Okoye advised FAAN staff to be patient when customers are aggrieved over service failure and to build rapport through empathy.

“Put yourself in the customer’s shoes. Echo back the source of their frustration and show that you understand their position and situation. If you can identify with a customer’s issue, it will help calm them down”.

She also noted that, if the customer is swearing or being verbally abusive, the staff should not take it personally but to understand the state of mind of the customer at that point in time.

“Take a deep breath and continue as if you didn’t hear them. Responding in kind will not solve anything, and it will usually escalate the situation in a negative direction. Instead, remind the customer that you are there to help them and their best immediate chance of resolving the situation – often this simple statement will help defuse the situation”.

“If the customer gets louder, start speaking more slowly and in a lower tone. Your calm demeanour will reflect on them and will help them to settle down. As you approach the situation with a calm, clear mind, unaffected by the customer’s tone or volume, anger will generally dissipate”.

Dr Okoye admonished participants at the event to be alive to their duties, show commitment and above all, be customer-centric because customers are kings and they deserve to be served right.

“Loose them(customers), there’s no business”.

Also speaking at the event, National Coordinator/CEO, SERVICOM, Mrs Nnenna Akajemeli said, the launch of the service charter would improve customer relationships and stimulates improvements and reforms.

“It enables progress to be measured and improves performance. E.g. FAAN to achieve 85 per cent of customer satisfaction rating It provides a guideline for service provisions and delivery”.

She however emphasized, timely response to complaints from citizens, Friendly treatment of Air Passengers at the service points.

“E.g. reduce queue resulting from difficulty in issuing change/e-ticketing at the tolling date publicise information to the customers such as prohibited items. e.g. knife, gun etc”.