HIGHLIGHT OF EPISODE 11 OF SERVICOM HELP DESK RADIO PROGRAME

The 11th episode of SERVICOM Help Desk Radio Programme was on May 15th 2018 and the discussion was centred on Staff Attitude. The  SERVICOM National Coordinator and Chief Executive Officer Mrs. Nnenna Akajemeli while introducing the discussion for the day said Staff attitude is one of the key drivers of service delivery as it plays a significant role in customer satisfaction and in the service delivery process.

She said the topic was chosen to encourage providers of service to demonstrate good attitude at their various duty posts so that  service takers who come to access services can have delightful experience even while awaiting the completion of the entire cycle of service delivery.

The SERVICOM Public Awareness Manager  Ms. Patience Musa who gave the talk on staff Attitude mentioned  key elements that promote good Staff attitude. Such elements include customer care policy which should take into account needs of 8 various customer groups as well as Customer Care staff who should attend to customers according to set standards published in the charter of an MDA.

She said customer care staff are the point of contact for assistance, enquires, guidance etc and should therefore be well trained and clearly identifiable by all customers through use of name tags and labeled desks.

She empasized that Staff of MDAs should be polite, friendly and attentive to customers, attend to them in a courtesies manner and treat them with sensitivity, recognizing the need to preserve the privacy and dignity of all customer groups especially the most vulnerable in the society.

In addition , she noted that customers should be treated equally across board with near zero preferential treatment unless for customers with special needs, the physically challenges, the aged, children etc and services should be adopted to meet customer needs with Consideration  given to  actual needs of customers rather than staff convenience.

HIGHLIGHT OF EPISODE 10 OF SERVICOM HELP DESK RADIO PROGRAME

The 10th episode of SERVICOM Help Desk Radio Programme which was shifted from May 7th to May 8th 2018 due to technical issues in the studio, was centred on service delivery issues and Customer satisfaction in the Aviation sector particular on air travels.

The National Coordinator Mrs Nnena Akajemeli explained that the participation of officers from the Federal Airports Authority of Nigeria (FAAN) and the Nigerian Civil Aviation Authority (NCAA) was in fulfilment of her promise that concerned officers from those Agencies would be invited to the Studio to not only address complaints that have been raised from this programme relating to their services around the airports but to also enlighten citizens of their obligations in ensuring that they are served right at various service windows in the airports.

The FAAN SERVICOM Nodal Officer Mrs Ebele Okoye who Segun Adekola nodal officer  intimated listeners on the functions of FAAN which includes to provide conducive environment for everything that takes place in the airport , for general development and improvement of services in the airports. She gave contact details of FAAN which include www.faan.gov.ng ; 09051767550 (SERVICOM) or 01-2800830 (MD). She promised that all FAAN Customer Care Desks in the airports will be clearly and boldly labelled to be more visible to customers.

Nodal Officer for NCAA Mr. Adekola Johnson explained that NCAA is the regulatory body for aviation operations in the country and is in charge of ensuring safety and efficiency in air transport in accordance to best practice and international standards. He gave some details of the agency which include  www.ncaa.gov.ng; cpd@ncaa.gov.ng (for complaints) 01-7936118

The Director in charge of Consumer Protection in NCAA Mal. Adamu Abdullahi explained that standards for protection of passengers and all the rights of a traveller are contained in the NCAA “Know your rights and responsibilities” Consumer Protection Directorate and assured all air passengers that their safety is topmost in every activity in the industry.

He encouraged air travellers to always contact the NCAA Customer Care/Protection desks in the airports when they are faced with issues such as poor baggage handling, uncomfortable flight experiences, delayed flights, flight cancellations etc.

Issues and complaints raised in the course of  the programme include charges on use of trolley at Nigerian Airports which is not done in other countries; announcements not heard because of excessive phonetics by announcers leading to people missing their flights; frequent flight delay or cancellations by airlines; toilets not having tissue paper; and series of extortions on virgin passport holders by security agencies at the airports.

Others are missing luggage or damaged items, no siting arrangement for passengers while waiting for luggage, touting and high charges by airport taxis and price hike and racketeering on air tickets.

The SERVICOM National Coordinator appreciated Management of the FAAN and NCAA two Organisations for their contribution to the actualization of the goals of the SERVICOM Help Desk Programme, adding that this was a demonstration of their commitment towards improved services at the airports.

HIGHLIGHT OF EPISODE 9 OF SERVICOM HELP DESK RADIO PROGRAMME

The 9th episode of SERVICOM Help Desk Radio Programme on  May 1st  2018 coincided with the 2018 Workers Day and the SERVICOM National Coordinator, Mrs. Nnenna  Akajemeli  led the  discussion for the day.

The National Coordinator recalled the history of the Workers Day and congratulated all Nigerian Workers for their commitment and dedication to duty. She called on every worker to use the occasion of the Workers Day to assess  their performance and make necessary amendments for effective and efficient service delivery.

Appreciated all Nigerian workers who under the rain and undue hardship have put in their best, adding that more would be achieved in work places if people work as a team.

 

“On behalf of myself, my Management Team and my boss the SGF, I want to seize this opportunity and appreciate Nigerian workers and to encourage them to do better. As implementers of government policies, I want to say we should continue to do our best”, she said.

She called on workers who are aiding and abetting service failure to have a rethink and join the wining team of those working to ensure that service delivery prevails in their offices, adding that such  hard working staff should be recognised by Chief Executives of Organisations to not only make them sustain their hardwork but to encourage healthy competition amongst staff.

Following a narration in the Studio by a young girl on how she was  attacked at Pyegi community in Abuja and her hand chopped off by an unknown person, the National Coordinator called on the various security agencies to be alert and  proactive in securing the lives and property of citizens, noting that though  security challenge was a tough one, it shouldn’t be left unattended to.

She gave  a feed back on some complaints tabled before the SERVICOM Help Desk in pervious episodes of the programme and said SERVICOM was getting positive response by engaging the complainants and the concerned service givers to  fast track redress of  the complaints.

One of such was the Complaint against the organisers Of the Akwa Ibom State silver Jubilee grand prize of 9th march 2013, which has been channelled to the National Lottery Commission.

The National Coordinator explained that the Commission has notified the  SERVICOM Office that the matter was in the High Court of Akwa Ibom State as such it could not be entertained. She however assured that the SERVICOM Office  would pay a courtesy visit to the Management of the National Lottery  Regulatory Commission where all concerns will be addressed.

She encouraged Nigerians to challenge service failure when they are not treated well at service windows, so that a lot of service providers will sit up and be held more accountable. She appreciated MDAs that have responded promptly to all complaints channelled through them.

On the complaint bought in the  Studio by a  woman whose son was taken away by SARS four years ago in Lokoja whore wherabout is still not known, SERVICOM Boss promised to escalate the matter to the relevant authority saying that the complainant had a right to be informed about the where about of her son and the circumstances leading to his arrest

SERVICOM trains Health Employees on Monitoring &Evaluation

One of the goals of employee training is performance improvement and it is in this light that the SERVICOM Office has organised training for Nodal Officers of University Teaching Hospitals (UTHs).

The training which was on Results-Based Monitoring and Evaluation, was to equip staff of teaching hospitals with skills necessary for performance monitoring on health related projects and programmes.

Addressing the participants at the beginning of the training in Abuja, the National Coordinator SERVICOM, Mrs Nnenna Akajemeli said  results-based Monitoring and Evaluation is characterized by outcomes and impacts, adding that the end result of any programme was the most important and should be prioritized.

A participants, Professor Adewuyi Sunday from the Ahmadu Bello University Teaching Hospital Zaria said the training was an eye opener and advocated same for  Chief Executive Officers of health institutions to allow for  a top-bottom service  improvement.

The training had in attendance  23 participants drawn from different University Teaching Hospitals.