Trainers urged to turn critics around
Western Police Training of trainers participants were told to turn critics around. This was the official message by the Airport Fiji Limited Landside Operations and Customer Service Manager Mr Joe Gray while officially closing the two days customer service training of trainer’s workshop.
Participants are expected to conduct Customer service training on what their have learned at their various Stations and Units.
Mr Gray informed the participants that men under their command and members of the public will be expecting them to deliberate on what was taught to them from the workshop.
“You will be the role model, you will be watched and believe me, you will also be judged.
Eyes around you will look at you as you return, anticipating and emphasizing that you are someone new,” said Mr Gray.
While he supported the idea of the organizations investment of training each of its members on customer service, he reminded participants about the essence of customer service, which is the added value and the extra mile.
The participants was reminded that what was taught, has to be practiced every day.
“Your task is going to be a tough one because you will be dealing with hearts, you will be dealing with souls.
Your main objective will be to influence the hearts of your team to actually see what you see and walk where you walk and actually have a common vision with you”.
Mr Gray reminded participants that their task will be a challenging one but it will be a wonderful challenge and they will actually start to reap the rewards once they start to see results.
“When you are positively involve in spreading the word of customer service, every complaint will become a gift that you wish to unwrap, because you will be so determine to turn that complaint around,” said Mr Gray.
Participants were reminded that Customer service wasn’t only about teaching since it’s so broad, it was also about networking and communicating.
“Every critic and feedbacks that condemns your services, that’s your task, as you continue to preach and practice and influence members of your team to deliver quality, you are not only appreciating the investment that your organization has done, you will also start to see the numbers of complaints actually going down.”
