FAAN customer service department unveils service charter to key players

THE Customer Service Department, SERVICOM, at the Federal Airports Authority of Nigeria (FAAN), has successfully unveiled its Service Charter to all stakeholders at Murtala Muhammed International Airport, Lagos.

The General Manager, SERVICOM, Dr Ebele Okoye, said the service charter was FAAN’s commitment to effective and prompt service delivery to its customers.

According to her, the charter enabled stakeholders and other airport users to 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 was 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”.

In a lecture, 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 of 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”.

If the customer is verbally abusive, the staff should not take it personally but understand the state of mind of the customer at that point in time.

Her words: “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”.

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