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UCAA urged to harmonize staff for effective service delivery

By Sadiq Bamwita

A senior customer service consultant as well as a lecturer at Makerere University Business School, has urged the management of Uganda Civil Aviation Authority (UCAA) plus all airport service providers to harmonize their staff for effective delivery of quality services to air-travelers.

Chris Muhango asserts that once the airport staffs are harmonized, Entebbe International Airport will be ranked globally among the top ten airport facilities with good customer service.

While closing  a-five day training on customer service for Entebbe International Airport staff, Muhango, who conducted the training exercise, said the training was necessary because there were a number of concerns regarding poor customer service among some airport staffs.


“The objective of the customer service training is to ensure that Entebbe International Airport Staff get equal skills so that they  handle customers with excellent customer service from the point a passenger arrives at Entebbe Airport up to when the passenger leaves the Airport,” revealed Muhango

He noted that in order to enhance good customer service at Entebbe International airport, there is need to improve customer service culture in addition to effective implementation of the new customer service charter.

Al-Hajj Eng. Ayub Sooma, the Director Airports and Aviation security, said regular training of airport staffs will help increase their satisfaction and consequently they would offer quality services that satisfy customers at the airport facility.

Eng. Sooma revealed that in order to identify undisciplined airport staff, management of Uganda Civil Aviation Authority (UCAA), has resolved that all their staffs get   name tag on their uniforms.

Fred Bamwesigye, the Director General of Uganda Civil Aviation Authority (UCAA), who officiated the closure of the five-day training for Entebbe airport staffs, urged all airport staffs to adopt a slogan of one airport, one team for effective delivery of good customer caret  to airport users.

He called upon airport staffs to utilize the customer service charter which emphasizes a safe and secure airport experience.

The training was aimed at equipping Entebbe Airport Staff with customer service skills emphasizing customer care for passengers with a goal of ensuring that passengers get a good experience while at Entebbe International Airport.

UCAA want to introduce a marketing and customer service unit at Entebbe International Airport which will be tasked to build a customer service plan which will focus on customer service with a goal of having regular training for all Entebbe Airport Staff.

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