Transforming BIA as an aviation hub

Airport and Aviation Services Ltd., is gearing itself to transform the Bandaranaike International Airport (BIA) as the most dynamic, safest and friendliest aviation hub in the region.

With this in view, the organization held a series of seminars for its staff to enlist their support to play a major role to attain this unique image building exercise.

These programs were conducted by Cenlead CEO, Dr. K. Kuhathasan to motivate them to play a major constructive and dynamic role to make this vision a reality.

Here are excerpts from his presentation

Dr. Kuhathasan said,

"You are all dealing with global customers. The BIA is the first entry port of global customers to the country. The way you receive them and welcome them makes a great impact. International passengers form an opinion about this country, its people, its culture from the way you welcome them.

A friendly welcome displaying all your wholesome goodness is very very important to generate an "excellent first impression" about the people of this country.

Developing international standards

It is necessary to develop international standards to delight global customers.

Look at your standards. What are you benchmarks of best practice? What is acceptable? What is unacceptable? Evaluate these area by area. Customer contact points (showrooms, reception areas, switchboards); back office functions; employee areas; service delivery; handling of problems; speed of response; quality control;

Best Practices

It is better for all of us to develop a better practices policy based on the following and display it in prominent places and express our commitment, gratitude and sincerity towards global customers.

BIA best practices

. In our business, you the passengers, are the most import people. We welcome you with honour and dignity.

. You are not here for us. We are here for you. Your satisfaction is our satisfaction.

.We welcome you with open arms.

. Helping you is a pleasure.

.Your have feelings and reactions, wants and needs. We are sensitive to this.

.We are very much pleased by your visit. It is our pleasant duty to serve you well.

.You deserve the kindest and most courteous treatment

.We, the people of Sri Lanka renew this commitment to you every day. We are proud of this airport. We are very proud of you and your country!.

Professionalism in International Customer Care

Your personality is very important. How to present yourself to the international customer is very important. Here is a checklist to present yourself in a pleasing way.

Hair combed/neatly brushed; Not too much make-up; Clean-shaven; Beard neatly trimmed and brushed; Teeth brushed; No bad breath; Clean hands and trimmed nails; Neck tie tied neatly; Clean uniform; Socks matching pants in colour; Shoes polished, Name tag/ID placed straight on left side of chest, Badge properly pinned on designated spot, No sunglasses, Modest jewellery, Not too much perfume, A smile.

Pleasing and pleasant manners

You must also display pleasing and pleasant manners. Our values represent socially preferable modes of conduct or states of existence that are enduring. International customers expects the following behaviour from you when you serve them.

Never talk to customers with your arms crossed, Never talk to customers with your legs crossed, Never talk to customers while smoking, Never talk to customers with chewing gum in your mouth, Never talk to customers without first greeting him, Never jiggle your legs or knees nervously when talking to a customer; Never hide your hands in your pocket while talking to a customer; Never cough or sneeze in front of a customer; Never look down arrogantly at poorly dressed customers; Always look at the customer in the eye while talking; Never have preconceived ideas about customers, such as: A stout customer is generous and a slim one is nervous, Women are not mechanically inclined; Never practice favoritisms towards certain customers because of their appearance/manner of dressing; Never gossip about customers even if they are not around.

What customers dislike to see or hear

. Staff talking among themselves or on the telephone and making the customer to wait.

. Staff having tea whilst serving customers.

. Staff grumbling about their Management among themselves. Within hearing distance of customers

. Staff who do not have sound knowledge of the procedures to provide service.

. Staff with personal prejudices or grudges.

. Staff who think that Documentation of Customer's Order is more important than good customer service.

. Staff who do not Smile, Greet or Thank Customers for their patronage, and make them Feel most unwelcome.

What customers expect from you

You should be:

Courteous; Helpful/Attentive; Friendly; Considerate; Diligent; Co-operative; Knowledgeable; Honest; Tactful; Patient; Cheerful (the SMILE factor); Smart-looking (Appearance).

Customer service checklist

. Do you have the customer's interest at heart?

. Do you provide a prompt service?

. Do you instill confidence in the customer?

. Do you give personal attention?

. Do you thank the customer for his or her patronage?

A world-class service implies a first class system with world-class manners.

Efficient staff with good social skills have little difficulty with customers.

Customer's hierarchy of needs

Needs will vary among different types of customers.

Customers want respect,

Prompt attention.

Courteous service.

Understanding with regard to their problems.

Prompt action on complaints

Basic customer expectations

To be acknowledged and welcomed.

Undivided attention.

To be made to feel important.

To be given prompt service information

Identify customers values, beliefs and standards and match them to your own. Listen to the customers needs - even trivial matters.

Five elements of customer care

Manner; Trustworthiness; Good listener; Expressing yourself; Professional knowledge.

Customer delight Delight your customers by:

. Getting things right the first time;

. Being accessible to customers;

. Being a responsive to customers;

. Being prompt in responding to customers;

. Keeping customers informed about process.

. Providing any follow-up.

. No unpleasant unexpected surprises.

Being courteous to your customers:

. Do you and your staff always wear name badges when on duty?

. Do you and your staff always acknowledge each and every customer as soon as they come close to you?

. Are you and your staff always polite and well mannered to your customers and to each other in the presence of the customers?

. Do you and your staff always thank your customers if they point out any aspect of your service which has not met their expectations?

. Do you and your staff thank your customers when they raise a specific complaint with you?

Body Language

When you communicate, remember:

56 percent is your body language

36 percent is your voice

8 percent is what you say, i.e. Words

When a customer talks to you, how do you get information from him?

76 percent is collected by sight

16 percent is collected by listening.

6 percent is collected by smell

2 percent is collected by taste

Body language is important. It is information to be collected by sight.

You use the Body Language in the following manner:

The Delightful 13

1. Head 8%

2. Eyes 16%

3. Ears 3%

4. Nose 3%

5. Mouth 6%

6. Lips 6%

7. Heart 10%

8. Throat 6%

9. Fingers 8%

10. Face 16%

11. Belly 6%

12. Feet 6%

13. Neck 6%

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100%

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. The Ears. Keep your ears sharp. They're for listening! Listen attentively. Take to your head which is good. If it is criticism, take it to you stomach to digest.

. The Mouth. Words, words, words. Think before you speak.

. The Lips. Smile.... always. A smile is the most inexpensive way to improve your appearance. It is the curve that straightens things out. It costs nothing but creates much. It enriches those who receive, without impoverishing those who give.

.The Fingers. Don't criticise. Never speak with your pointed figures. Customers will have a bad opinion about you.

. The Heart. Use it to say thanks at the right moment. Say thanks when it's due, not too early and not too late.

. The head: You can always say "yes" with your head. The head communicates much faster than other parts of your body. Give a positive and responsive 'nod'. You will be admired by your customers.

.The eyes: The eyes communicates more vividly than any other components of your body. You can smile with your eyes. You can express happiness through your eyes. You can appreciate and admire others through your eyes.

Use the following guidelines to make your body language more effective.

Posture. Your posture should be upright but not stiff.

When standing, keep your head up and shoulders back. When sitting, avoid slumping. It makes you appear to be uninterested.

Movement. Be dynamic.

Gestures. Make your gestures purposeful, appropriate, smooth and economical, keep them related to what you are saying. Avoid stilted, artificial movements of hands and arms.

Expressions. Facial expressions, such as gestures, can clarify meaning and provide emphasis. Dealing with a serious subject with a smile or trying to suggest enthusiasm while your expressions is blank sends a confusing message.

Practising before a mirror can help you analyze how well you match your expressions to your thoughts.

Eye contact: As you speak with people, concentrate on how they are reacting to what you are saying. By looking for feedback from those with whom you are speaking, you will be able not only to judge their reactions but also to convince them of your interest.

Positive body language

when customers are coming

Arriving:

Do's

. Establish eye contact

. Upright posture

. Smile

. Welcome him/her

Service dialogue

The service steps are:

Acknowledge the customer

Clarify the situation

Meet their expectation

Confirm satisfaction

Acknowledge the customer

"Good morning/afternoon"

"Welcome to.... (Customer's name)"

"I am pleased to meet you, I am....."

Clarify the situation

"May I help you"

"What can I do for you?"

"Can you please give me more details?"

"What do you need please?"

Meet their expectation

"I'll take care of that right now"

"Is that satisfactory?"

"Thanks - we appreciate your business"

"If you have any other question please free to call me"

"Does that take care of everything?"

Confirm satisfaction

"Is there anything else that I can do for you?"

"Is that satisfactory?"

"Thanks - we appreciate your business"

"If you have any other questions please free to call me"

"Does that take care of everything?"

Maintain and enhance self - esteem

"That's a good idea"

"I really appreciate that"

"Pleased to meet you"

"I'm glad to hear that"

"You are quite right"

Listen and respond with empathy

"I understand how disappointing/dissatisfied you may feel"

"I would feel exactly the same way if......."

"It must be difficult/awful/terrible to experience"

"You seem to be unhappy/upset......"

Welcome ideas and suggestions

Ideas -

"What do you have in mind?"

"How do you think we should handle it?"

"Do you have any idea?"

"How should we proceed?"

Offer suggestion

"Will you please consider......"

"May I make a suggestion?"

"I would recommend.....?"

"Which would you prefer?"

"This is what we can do....?"

Communication

When you are communicating with the customers, always communicate positively.

Types of questions to ask

There are three categories of questions you may use.

Open-Ended

Greater Response

Close-Ended

Open-ended questions

An open-ended question is one that cannot be answered with a single word or phrase such as "yes" or "no".

These type of questions are good to obtain detailed information from the customer.

Here are a few examples of open-ended questions.

How do the rest of you feel about this?

How will this solution impact you?

How do you want to evaluate this idea?

What are your observations?

What can be done to eliminate this type of mistake?

Greater response questions

An adaptation of the open - ended probe is the Greater Response Question.

To gain a deeper understanding. Examples:

"Can you please describe how are we should handle this situation"?

"Could you tell us more about your needs"?

"Would you please explain to us how we can be of further assistance to you"?

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Your Body Language Customers may read you as:

Lip and nail biting Disappointment/Nervousness

Lip licking Nervousness

Foot tapping Impatience

Leaning backward A relaxed attitude

Leaning forward Interest

Open palms Honesty

Rubbing hands together Excitement

Rubbing one eye Deceit/Boredom

Scratching neck or head Uncertainty

Activity Impression created

Fiddling with your watch, Look as if you are bored

Pen or ring or impatient

Looking at a clock or watch Implies you want to move on to

something else

Starting unblinkingly at the Suggests aggression

other person

Waggling your foot Suggests nervousness or

impatience

Sitting with crossed arms Looks as if you are defending yourself

Sitting with crossed legs; Looks as if you are trying to make

sitting hunched yourself smaller and as if you lack

confidence

Turning your chair slightly Implies lack of interest or

away from the other person (depending on other body language)

lack of confidence

Reading papers at the same Implies lack of interest

time as the other person

is talking to you

Touching your face while Implies timidity, not interested

talking

Rubbing your nose, looking Sometimes suggests lying

away

Scowling or frowning Suggests disapproval

Avoiding eye contact Suggests lack of interest or lack

of confidence

Speaking slowly and Suggests lack of self-awareness

deliberately while the

other person is

speaking quickly

Sitting back in your chair Suggests lack of involvement

when the other person is

sitting forward

Customers body language

If they are Then they may be feeling:

Smiling or nodding Enthusiasm and interest

Affirmatively

Leaning forward or Agreement with what’s

maintaining eye contact happening

Yawning Boredom

Staring into space Fatigue

Shuffling feet, leaning Disinterest

back in chair, or looking

at the clock

Frowning Confusion

Scratching head Disagreement

Pursing lips, staring off Suppression of feelings

into space or avoiding eye

contact

Avoid: Use instead:

. “You should have....” “Will you please....”

.“I’ll try.....” “I will...”

.“You made a mistake” “Will you please.....”

.“Your complaint “Your question”

.“You can’t....” “You can....”

.“We can’t...” “You can.....”

.“As soon as possible” “Before O’clock”

.“I’m just....” “I am.....”

.“There’s nothing I can do” I will (list actions)”

.Why didn’t you....” “Will you please....”

.You failed to notice May I point out that

.You neglected to mention We also can consider

.You overlooked the fact One additional fact is

.You missed the point From another perspective

.If you persist in If you choose to

.I see no alternative but Our clean plan of action

.We are sorry about this You are right in pointing out that

mistake

.”You fail to see....” “May I point out that....”

.”The alleged incident” “The incident you refer to”

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