The Managing Director (MD) of the Federal Airports Authority of Nigeria (FAAN), Capt. Rabiu Yadudu has called on the staff of FAAN to aim at delivering the highest standards of service in order to boost the relationship between the Authority and its esteemed clients.
Capt. Yadudu made this call during an in-house sensitization of its staff and management team on customer service delivery – an event which occurred recently in Ilorin, Kwara State.
In his address, the FAAN boss clearly outlined the reason for the sensitization campaign: “Our objective of gathering here is to achieve excellent means of improving the services we render to our customers in a bid to keep the cherished relationship we have built over the years and also to publicize our services.”
In an effort to strengthen the working relationship of staff within the Authority, Yadudu called on all FAAN staff to be open about their expectations and to voice any challenges they might face as they carry out their duties, reassuring them that their worries will be addressed accordingly.
Ebele Okoye, the General Manager, Customer Service – SERVICOM went ahead to deliver a presentation entitled, ‘How to Deal with Difficult Customers’, during which she stressed the importance of good listening skills and the ability to empathize with especially difficult clients:
“When a customer complains, they are doing you a special favour by giving you another chance to serve them to their satisfaction. 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”, she said.
The recently concluded In-House Sensitization on Customer Service was carried out as part of FAAN’s fulfillment of its duties as stated in its Service Charter – duties which are meant to safeguard cordial internal relationships (interdepartmental) and FAAN’s external relationship with its clients.
