Arik Air, West Africa’s largest commercial airline, has been commended for demonstrating versatility by organising a customer service workshop for its frontline staff.
The commendation came from the Director-General of the Nigerian Civil Aviation Authority (NCAA), Dr. Harold Demuren, while declaring open a six-week customer service workshop organised by the airline yesterday.
Demuren said Arik Air was being proactive because the “NCAA is at very advanced stage to pursuing and sustaining a comprehensive framework that will protect consumers and hold operators accountable to responsibilities that should ordinarily be a product of their contracts and understanding with customers.”
The NCAA DG stressed that being a CAT 1 country was not just a matter of aircraft and airports, but also a matter of passenger flying experiences. “It is also sacrosanct that customers should not feel any disparity in how they are treated by their airlines in JFK and when they arrive in MMA (Murtala Muhammed Airport)”.
In his remark, the Chairman of Arik Air, Sir Joseph Arumemi-Ikhide, said the customer service workshop is part of the airline’s effort to improve customer service and improve its public image. “We want to show that Arik is not just flying people, but also investing in people”.
Sir Arumemi-Ikhide expressed the hope that the Arik staff taking part in the workshop would have something to take away to their stations.
The customer service workshop is being organised to equip Arik frontline staff with the requisite effective customer care and management skills in order to effectively contribute to the realisation of the airline’s goal.
The workshop is being conducted by Trithel International Consulting. It is a project expected to last six weeks and will be conducted in batches for all frontline staff.
Top among the resource persons at the workshop is Nigeria’s first indigenous Pilot and one time managing director of the Nigeria Airways, Captain Bob Hayes.