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Dubai: Since the early 1980s staff at Dubai International Airport have been training in the pursuit of excellence. This essential training continues to this day, moulding employees who become the eyes and ears of the one of the world's busiest airports.
Customer service has been a focus of the airport since its opening, and is still a focus today.
"Customer service is one of the top goals for the airport, because when we're looking at the efficiency and overall satisfaction for customers, this is really the key factor for overall operations.
Customer service ranges from how well we are serving customers to having trolleys available, and making sure passengers don't wait too long in line, to providing clean facilities," Bruce Strickland, General Manager of the Learning and Development Department at Dubai International Airport, said.
Customer service, Strickland continued, starts right from not waiting too long for tickets, to boarding the plane, reaching the final destination and even transiting en route to the final airport.
"It's a key focus of the organisation as a whole," he said.
The customer service learning and development module includes training in how to deal with different situations, identifying the customers, customer service orientation and training in how to deal with difficult customers.
Further training involves learning how to deal with VIP guests and dignitaries who frequent the airport.
Back in 1981, the airport formed the Dubai Airport School, providing in-house training for all employees in a classroom-based set-up. Although today's training doesn't literally take place in a classroom, a training calendar is prepared, detailing what training is needed for each member of staff from different units.
Airport staff range from cleaning staff, trolley managers and baggage attendants for executive services, up to engineers, administration assistants and senior managers in a wide variety of areas.
Approximately 40 on-job training modules are conducted throughout the year.
Strickland said: "The on-job training programmes make employees familiar with their jobs, give them an idea of what they will be responsible for on a daily basis and are ongoing over the course of the probationary period, so they are acquainted with every aspect of their roles. Because their responsibilities may change, the training is ongoing within each unit."
The safety and security of passengers is also a key focus of airport employees.
"One of the most important aspects of dealing with a live airport is the safety and security of the passengers. There are normal safety and security issues that range from making sure people don't access unauthorised areas to making sure handrails and other equipment is in proper working order," Strickland said.
Emergency services staff (for example firefighters) based at the airport also undertake readiness drills throughout the year, in preparation for disaster or emergency situations.
"Part of one of our units in the airport is set-up to co-ordinate with our partners in case a disaster happens. It's crisis management for how to deal with a crisis within the airport, which includes the next steps to take to ensure the safety and security of all involved with the airport," Strickland said.
While the airport itself has evolved over the years, training has remained consistently important, with a focus on safety, security and customer service with a smile.
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