The Managing Director of the Nigerian Airspace Management Agency (NAMA), Engr Mazi Nnamdi Udoh has charged Servicom officers in the aviation industry to adopt the “One Thing” principle in ensuring quality service delivery to airlines and the travelling public.
The managing director who lauded the recently introduced passengers’ bill of right by the regulatory agency –NCAA, frowned at the shoddy handling of passengers by the airlines in terms of late departures and cancellations of flights at the airports and charged the industry Servicom team to brace up.
Engr Udoh who made this remark at NAMA headquarters during the quarterly Servicom Networking meeting of all agencies in the Ministry of Aviation, disclosed that NAMA has already keyed into the Zero Complain principle where the customer is the focal point of the agency’s operations.
He stressed that for effective service delivery among the different agencies of the sector, there was the need for peer review mechanism among the agencies.
According to Udoh, this system would further ensure that the various agencies apply checks and balances among themselves, ensuring customer satisfaction, which is the ultimate goal of all service organizations.
Earlier in an address, the Chief Servicom Officer in the Presidency, Ms. Nnenna Akajemeli noted that the meeting is essentially critical as it was bound to yield very useful outcomes at the end of the day.
She explained that Servicom officers in the various agencies have an onerous duty of not only reminding staff about their service obligation to the customer, but must also ensure that people do their jobs right, compliant with the service charter whose bottom line is that high service standards are met.
She also charged desk officers to work proactively especially in an industry like aviation which is essentially service driven.
The General Manager, Servicom,NAMA, Mrs Adejoju Lewis said continuous service delivery has become a moving target in positioning NAMA as an excellent sole service provider of Air Navigation in the ever dynamic global aviation industry.
Also in a remark, the Servicom Nodal Officer in the Ministry of Aviation, Mr Sulola Johnson, charged Servicom officers to ensure that services are delivered promptly and satisfactorily, saying that desk officers should take up the challenge of re-orientating staff to know that the customer has the right to be served well.
Source: Citizens Platform
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