With an aim to continue the journey of inculcating passenger centric values among all stakeholders and employees, Chhatrapati Shivaji Maharaj International Airport (CSMIA) introduced a new Customer Service training program. In addition to several training initiatives undertaken by CSMIA to serve the passengers, this program will now be a part of the mandatory New Employee Orientation, which began this month, with all the employees and stakeholders attending the one-day session virtually.
‘Creating value by way of redefining passenger journeys’ is a motto that CSMIA withstands. The Customer Experience training orients the workforce on the organisations way of working with the vision of setting a benchmark in Service Quality. The objective of the additional Customer Service training is to instill the significance of providing Excellent Customer Service in every soul working at CSMIA. As new employees join in this incredible journey of exploring the brand vision, this power packed program helps in creating a strong Customer Focused value system. Moreover, the program would be pivotal in further strengthening the airport’s efforts into passenger centric transformation across all levels within CSMIA’s ecosystem.
The training program covers Importance of Customer Focus, Analogies and references of outstanding Customer Centric Organizations/Individuals, Significance of taking ownership, Situational Analysis on Customer Experience drivers at Airports, Direct and Indirect contributors to Customer Delight & their impact, Downsides of providing average/below average Customer Service, Service Quality and how it impacts the Brand Image; which are highly engaging and interactive in nature, thus, helping employees retain the knowledge which they would be able to transfer on to their job.
With a vision to provide the best-in-class Customer Service to all its passengers, CSMIA timely conducts various seminars and workshops for all its employees and stakeholders in order to help them be more empathetic and proactive in their ways of reaching out to passenger’s needs and concerns. By being a ‘Gateway to Goodness’, CSMIA continuous to ensure each passenger travelling through the airport has a safe and meaningful experience with seamless and world-class service.