December 5, 2012: The Kenya Airport Authority 10th session of the Customer Courtesy Awards took place at the Simba Restaurant on the 5th of December 2012 at the Jomo Kenyatta International Airport. The event which was attended by the Chief Executive Officer for Swissport Kenya Mr Jeroen de Clerq who was the chief guest, brought together airport management and staff to acknowledges and reward excellence in customer service.
In his welcoming remarks the Airport Manager JKIA Mr Edward Kobuthi underscored the importance of the staff developing a smiling culture, as it defines the quality of service.
The General Manager Marketing and Business Development Mrs. Lucy Mbugua while outlining the overall performance of the courtesy programme since its inception in January, said that there had been a marked improvement in the quality of service as a result of the programme.
In the month of November the security officers who were awarded and commended scored between nine and ten, with ten being the highest score to be achieved. Those who scored a perfect score of 10 were Teddy Kiara, Benson Rono, Agnes Kebut, Peter Ngeno, and William Rotok who is a shift leader. Ms Mbugua commended Mr. William Rotok who was receiving the award for the second for exemplifying good leadership.
Mr. Jeroen de Clerq in his keynote address observed that he had witnessed tangible changes in the quality of service in the 12 years he has worked at the airport. “I have observed a lot of changes within the airport in terms of customer service delivery; the staff are friendlier, and the airport looks brighter” He said.
“There is a need for Jomo Kenyatta International Airport to be ahead, as the other airports within the region are constantly improving their services so as to enhance their competitive edge. Swissport on its part has also put in place a customer courtesy staff training programme, based on the same principles as Kenya Airports Authority. Provision of consistent quality customer service is imperative to the overall success of the airport, and Swissport is committed to playing its part in the overall achievement of this goal.” He added
The Customer Courtesy programme which was launched in January is embedded in the use of five magic words in the provision of service.
These words are
• Please/ ‘Tafadhali’
• Welcome /’Karibu’
• Sorry / ‘ Pole ’
• Thank you / ‘Asante sana’
• Excuse me / ‘Samahani’
Since its inception the quality of service has steadily improved within the Airport. The quality of service by the staff is judged by mystery shoppers who evaluate their performance. Their evaluation report is then forwarded to the management for reward and recognition of the staff.