Nigeria - Karamba Media and Marketing Solution Ltd, an aviation consultancy firm is partnering the Nigerian Civil Aviation Authority (NCAA) in the training of staff and provision of service at the nation's airports to improve on the poor service delivery currently experienced in the industry. In a letter addressed to all the airlines operating in Nigeria's airspace and other agencies, the NCAA's director of consumer protection unit Adamu Abdullahi, said, "We strongly recommend that your organizations embrace the training programme being offered by the consultant in order to raise customer service delivery standards in the industry through nominating members of your staff to participate in the programme."

Abdullahi said the training became necessary as complains by the flying public of poor service rendered to them by service provider in recent time have increased.

Addressing newsmen in Lagos, Managing Director, Karamba Ltd, Dr. Daniel Young said they are set to organize a workshop in partnership with the NCAA on benchmarking service delivery standards for all airlines, airport personnel and other stakeholders as a way of maintaining and sustaining international standards.

Beside, the firm will also embark on an airport Customer Satisfaction Survey which is about to be launched in the country.

This passenger survey lets travellers demonstrate their levels of Customer Satisfaction for all airports across Nigeria.

The survey results will be used to compile an annual Airport Customer Satisfaction index, and also form part of the airport Passenger's Choice Awards that will be respected as the leading passenger market research study.

He said the courses that will be taken at the workshop will "stress the importance of getting senior and mid-management committed to implementing a culture of customer service excellence to be communicated to all employees across the organization."

Young explained that the workshop will be a highly interactive one where participants will be encouraged to share their views, exchange ideas and partake in discussions."

Yunus Abdulhamid

Daily Trust/10/03/2011