FAAN Boss Tasks Aviation Stakeholders On Customer Service

The Managing Director
of Federal Airports Authority of Nigeria (FAAN), Mr Saleh Dunoma has challenged stakeholders in the aviation industry to ensure excellent service delivery to airport users in line with the aviation commits initiative aimed at re-packaging, rebranding and re-directing the aviation industry.
Dunoma, who stated this Wednesday, during an awareness workshop held at the Mallam Aminu Kano International Airport (MAKIA), noted that the Minister of Aviation, Chief Osita Chidoka, has been promoting customer service as a key factor in the federal government’s transformation in the aviation sector.
The FAAN boss, who spoke through the Regional Manager, Alhaji Zakar Mamuda, added that in continuation of his show of concern to the welfare of customers, Chidoka launched the Aviation Passengers Service (APS) portal and the Aviation Helpline so as to provide a platform where the flying public can access real time information about airlines operations and services at any of the airports in Nigeria.
According to him, FAAN has in recent past improved its facilities and infrastructure in all the airports across the country, adding that the minister of aviation has also approved the Performance Management System (PMS) which he said was aimed at measuring, monitoring and improving service delivery in the airports.
Also speaking at the workshop, MAKIA manager, Alhaji Gambo Abubakar Aboki, said in its bid to improve the customer experience, the federal government and management of FAAN embarked on various facility upgrades in the airports across the country.
He reminded aviation stakeholders that good customer service is about making sure that the customer comes back, “but is also about ensuring that they go away happy. For our kind of business in aviation, it may be that we do not have to do much to make customers come back since they must pass through airports if they have to fly”.
He further stated, “We are committed to develop and constantly modify our performance measurement system by adopting a quality benchmarking approach and strengthening our feedback mechanism.
Constant quality assessment is also  required in this industry, considering the nature of the typical airport user as a global citizen who is constantly in touch with the latest service standards around the world and therefore demands to be served with some dedication and efficiency in the course of his travel experience.
General Manager Customer Service Mrs Ebele Okoye, also urged aviation stakeholders to cultivate an attitude geared towards lifting services to world best practices, urging them to imbibe communication skills that can create positive impression on airport users.