FAAN moves to ensure staff are customer-centredic

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The managing director of the Federal Airports Authority of Nigeria (FAAN), Mr. Saleh Dunoma, has assured that all reports of negative staff attitude, lack of trust, extortion, weak customer relationship management and service failures across agencies are addressed.

Speaking at the 4th SERVICOM Quarterly Stakeholders Forum in Lagos, Dunoma said FAAN “is reviewing what has been done in the earlier programmes to identify the areas that are yet to improve upon.”

The managing director who was represented at the event by the Dunoma represented by the regional manager, southwest, Mrs. Victoria Shin-Aba noted that with the complaints receive from SERVICOM of ill treatment of airport users, cancellation of flights without resource, loss of baggage and non-refund of claims, 100 per cent customer satisfaction cannot be said to have been achieved.

“Our customers are the voice of reasoning that we must endeavor to listen to if we are to achieve remarkable results. We must cooperate with them to achieve seamless facilitation,” he said.

Dunoma emphasized that “this is the time to think outside the box” adding “the world is a global village and as such we must strike to replicate other good things we have seen in other airports globally, we must not be left behind.”

In her remarks, the general manager, SERVICOM, Mrs. Ebele Okoye noted that after the last quarterly meeting some issues raised like maintenance of the conveyor belts, CCTV, convenience facilities had been addressed.

“More CCTV have been installed in strategic places for more coverage at the airport environment, conveyor belts are constantly serviced for efficiency, FAAN has illuminated the walk ways from the MMIA terminal building to the car park to ensure passengers/customers safety, the lift are in a far better working condition and more efforts are in place to ensure more seamless service”.

She explained that the forum had been held at five international airports in Lagos, Abuja, Enugu, Kano and Port Harcourt airports, x-raying the basic challenges faced by their stakeholders.

“About 5,000 of our staff have been sensitized on the need for good quality service delivery”.

Delivering a paper on ‘Continuous improvement on quality service delivery’ the director operations, SERVICOM office in the presidency, Mrs. Jumai Abdullahi urged stakeholders to join hands with FAAN to succeed in its quest of ensuring quality service delivery.

She also urged FAAN to develop a service improvement planning (SIP) that will assist it to have a practical framework for continuous improvement.

“SIP provides a roadmap to the positive outcomes prioritised by FAAN, helps focus on key issues such as quality, productivity, and efficiency; enables FAAN make rational and coordinated decisions about improving the services they provide,” she noted.