The Nigerian Aviation Handling Company (NAHCO) Plc over the weekend in Lagos hosted clients and stakeholders in the aviation industry to a customer dinner in appreciation for their support and consistency, despite the Covid-19 pandemic, which ravaged the entire globe in the past year.
The ground handler however used the opportunity to assure its customers of improved working relationship with provision of more modern facilities and excellent service delivery.
Apart from using the opportunity provided by the event themed: ‘Client Celebration Dinner,’ to improve on existing relationships between the company and its clients, it was also an avenue for the Company and its customers to seek ways to address their challenges and get adequate feedbacks on service delivery.
In her opening speech, Group Managing Director, NAHCO Plc, Mrs. Adetokunbo Fagbemi noted that the outbreak of Covid-19 pandemic disrupted the mapped-out strategies of the company in the past year but expressed optimism that the industry was gradually returning to the pre-Covid-19 pandemic era.
According to her, past feedbacks from clients had been very helpful in moving the company forward, assuring that NAHCO would continue to take clients as its major priority.
She said: “We want to celebrate them (clients), we want to get feedbacks from them. We also want to know what their challenges are and how we can continue to deliver quality services to them.
“We need to know how we can serve our clients either airline, concessionaires, freight forwarder and others. So, we are customer centric. We have a customer experience team, which is to continue to monitor them, and we don’t shy away when the customers complain or give us feedbacks.
“So, when they give us feedback, we love them, and we draw up plans on how those issues can be resolved. We take everything onboard; the good, the bad. As we move on, we intend to increase our services to our customers. Don’t forget that we are in this business because of our clients. It is very important to showcase them and let them know we care for them.”
Even though some of the complaints raised by the clients were not within the purview of NAHCO Plc, however, Fagbemi assured that the management would pass their messages to the appropriate authorities.
She expressed the hope that the current year would experience new turnaround for the industry, stressing that the ground handling company has a quarterly investment plan in acquisition of Ground Service Equipment (GSE), which it had been following in recent times.
Also, Executive Director, Commercial and Business Development, NAHCO, Prince Saheed Lasisi said that in a bid to get appropriate feedbacks from the clients, the Company has created a new desk, ‘Customer Experience,’ which has helped it to improve its services to its clients.
“Based on the survey that we carried out, we discovered our challenges especially in the areas of staff shortage, equipment and others. It is the desk that has helped us to identify the challenges and we now know how to solve them.”
On his part ,the Head, Customer Experience, NAHCO, Mr. Kelechi Amaechi said the company was already improving on its relationship with its clients, irrespective of class and status.
Stakeholders represented at the dinner were, Emirates, Qatar Airways, Asky, Rwandair, Air France/KLM, Ethiopian Airlines; freight forwarders among others..
The clients in attendance lauded NAHCO for its consistency in delivery of quality services despite the challenges of forex, Covid-19 pandemic, and others, with an affirmation of continuous patronage.
