Training the security force at an International Airport on the basics of customer service.

The Task

To train the CISF staff posted at the Airport to orient them towards the importance and need of customer service, through instilling pride in working at the Airport. To educate the CISF Staff on the basics of customer service. (Although the interactions between the CISF Staff & passengers are transitory, that small interaction leaves a lasting impression on passengers.)

The Solution

Centum Learning designed a programme to bring out the importance of the CISF’s’s role in achieving the Vision 2011 & convey the message that the CISF Staff need to be friendly with the passengers without becoming their friends! The programme achieved a shift in attitude by stressing on the importance of self change.

A bouquet of tools such as, syndicate activities, business simulations, videos, role plays & facilitated discussions were used, which ensured high transfer of learning & applicability at workplace.

The Result

By the end of the programme, the participants were able to appreciate the vision for the airport and importance of providing the passengers with seamless service once they enter the Airport irrespective of which department the passenger is dealing with

Each initiative worked towards improving the quality of customr service at the airport.