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Training the Airline staff posted at one of the largest International Airports towards providing the highest quality of customer service

The Task

To help the Airlines Staff in aligning themselves to provide seamless service; to operate as part of the airport team; to meet the needs and requirements of passengers; to move from ‘me’ to ‘we’ focus; to understand the importance of trust within teams and the role each one plays in the bigger picture.

The Solution

Centum Learning developed a programme aimed at bringing the company closer to the people they serve while enhancing the image of the company. The Program used a highly interactive methodology of activities, simulations, exercises & discussions to ensure transfer of learning and included modules on:

  • Vision and Mission of the Airport
  • Effectiveness of Interdependent Teams
  • Internalizing and Working towards the Vision of the organization
  • 'We' Versus 'Me' Focus
  • Win / Win Approach
  • Inter-team Unity
The Result

By the end of this program, participants were able to:

  • Align to the Vision of the organization
  • Describe the importance of one’s role in achieving the Vision
  • Identify and acquire the skills required to achieve the Vision
  • Internalize and work towards Vision 2011
  • Appreciate why passengers need seamless service once they enter the Airport irrespective of the airline they have chosen to fly. In essence, connected the broken links together with an aim to achieve symphony of customer service.

The Airport achieved a quantum jump in Service Quality Ratings.

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CORPORATE OFFICE

Centum Learning Limited

Neelgagan, Mandi Road, Sultanpur,

Mehrauli, New Delhi-110 030.

Fax:+91-11-46001111

CIN: U74120DL2007PLC158956

Tel: +91- 4588 1000 / 1200 , 4600 1100

For Business Queries, Please contact :
+91- 011 4588 1140 / 4588 1097 9:30 a.m. to 6:30 p.m.)


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African Headquarters

Centum Learning Limited

Parkside Towers, VI Floor

Mombasa Road

Box No 73146 00200

Nairobi

TEL: +254 733 466436
+254 788 736382

Write to us

contactus.africa@centumlearning.com

Nepal Office »

Centum Learning Ltd.
6th Floor, Trade Tower Nepal,
Thapathali, Kathmandu
PIN: 44600, Nepal
Ph: +977 – 9801210590
Fax: +977 – 5111045

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