In a bid to better inculcate passenger-centric values among all stakeholders and employees, Chhatrapati Shivaji Maharaj International Airport (CSMIA) has introduced a new customer service training programme. In addition to several training initiatives undertaken by CSMIA to serve their passengers, this programme will now be a part of the mandatory ‘New Employee Orientation’, which began earlier this December, with all the employees and stakeholders attending the one-day session virtually.
The Customer Experience training is carried out to orient the workforce with the organisation’s way of working and aims to set a benchmark in service quality. The programme helps create a strong customer-focussed value system. Moreover, it will also be pivotal in further strengthening the airport’s efforts into passenger-centric transformation across all levels within the CSMIA’s ecosystem.
The training programme covers importance of customer focus, analogies and references of outstanding customer-centric individuals, significance of taking ownership, situational analysis on customer experience drivers at airports, direct and indirect contributors to customer delight and their impact, downsides of providing average/below average customer service, service quality and how it impacts the brand image.
Timely organisation of various seminars and workshops by CSMIA for all its employees and stakeholders, it is hoped, will help them be more empathetic and proactive in their ability to reach out to passengers and alleviating their concerns.