It was a fulfilling experience training over 100 employees of Arik Air in their Port Harcourt and Abuja stations on quality service delivery.
Arik Air was having frequent rifts with its customers and it was beginning to damage the image of the brand while also affecting its revenue. This project was between November and December in 2019, just few months before the COVID-19 pandemic struck. The training was timely and contributed immensely in helping the airline staff cope with the downtime.
The employees had their legitimate complaints and struggles, which had an effect on their work output and how they served customers. Therefore, the training required practical insights beyond mere talk. Renaissance Africa, the primary contractor for the project, discovered us on social media and impressed with the quality of experiences and thoughts we shared, reached out to us to serve as their training partner for the Port Harcourt phase of the project. Our delivery surpassed expectation and we were instantly engaged to also repeat the performance for the Abuja phase of the project.
The training deployed a combination of power point presentations, storytelling, role plays, games, and games to communicate the lessons.
The topics we covered under the theme QUALITY SERVICE DELIVERY were:
Handling customer complaints
Professionalism under pressure
The training sessions were very engaging and inspired the active participation of the employees who learned, played, and bonded with each other away from the pressure of daily work.
We ensured to deepen the insights we shared on the topics to cover perspectives beyond the immediate issues the company was facing, we captured the underlying issues even in the personal lives of the employees all the way to the unexpressed concerns at the workplace, the toxic attitude of some customers, and how all these build up to the tension and poor ways the employees serve customers.
We designed the role plays to recreate the real-life situations at the airport and service stations, it was like the employees watching themselves on a big screen. It was liberating and refreshening at the same time as they all made the commitment to return to work with a commitment to do better against all odds.
Based on the performance of each person and team during the role play, we helped to point out what they could have done better in handling the situation.
The testimonials from the employees both in Port Harcourt and Abuja were instant, they committed to going back to work with renewed perspectives. We did not take their word for it, we disguised ourselves and visited the airport to confirm that there were indeed improvements in their service delivery. We took a further step to engage random individuals to make observations two months after and the feedback remained very positive. It was just after then that the mandatory lockdown due to the pandemic began.
Key summary of the project outcome are as follows:
The team improved in their service delivery to customers
The team handled customers’ complaints in smarter ways
The rate at which passengers got upset and left for other airlines reduced
The public bashing also reduced significantly although the effect of past experiences lingered a little longer
The revenue base of the airline improved as leakages reduced as customer retention was reinstated
We remain grateful to Arik Air and Renaissance Africa for the amazing opportunity and their hospitality to our team.