NAHCO unveils customer experience to improve feedback from clients

In a bid to get appropriate feedback from the clients, the Nigerian Aviation Handling Company (NAHCO) Plc has created a new desk,’ which has helped it to improve its services to its clients.

Over the weekend in Lagos, the company hosted clients and aviation industry stakeholders to a customer appreciation party for their support and consistency, despite the Covid-19 pandemic, which ravaged the entire globe in the past year, promising to improve its working relationship with its customers by providing more modern facilities and excellent service delivery.

The event themed: ‘Client Celebration Dinner,’ was an opportunity for the Company and customers to further improve on the existing relationships, seek ways to address the challenges, and get adequate feedbacks on service delivery.

In her opening speech, group managing director, NAHCO Plc, 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 feedback from them. We also want to know what their challenges are and how we can continue to deliver quality services to them.

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“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 feedback.

“So, when they give us feedback, we love them, and we draw up plans on how those issues can be resolved. We take everything on board; 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.”

On the complaints raised by the clients, Fagbemi explained that some of the challenges were not in the purview of NAHCO but assured that the management would pass such messages to the appropriate authorities.

She expressed the hope that the current year would experience a new turnaround for the industry, stressing that NAHCO has a quarterly investment plan in the acquisition of Ground Service Equipment (GSE), which it had been following in recent times.

Also, Prince Saheed Lasisi, group executive director, Commercial and Business Development, NAHCO, said that in a bid to get appropriate feedback 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, Kelechi Amaechi, the head, Customer Experience, NAHCO, said the company was already improving on its relationship with its clients, irrespective of class and status.

Organisations like Emirates, Qatar Airways, Asky Rwandair, Air France/KLM, Ethiopian Airlines, freight forwarders, and others were represented at the dinner.

Many of the clients in attendance lauded NAHCO for its consistency in delivering quality services despite the challenges of forex, Covid-19 pandemic, and others, with an affirmation of continuous patronage.