146 Heroes are recognized for offering passengers superior customer service
The 3rd and last service heroes’ ceremony was held at the Pride Centre recently to celebrate and recognize good customer service across the airline.
The event themed “Why be ordinary when you can be extraordinary” saw 146 service heroes from across the company recognized and awarded for their effort in ensuring good customer service at their different places of work.
Good customer service is key to the bottom line of any company financials and this was evident by the senior representation from Kenya Airways board and management led by Kenya Airways Chairman Mr. Evanson Mwaniki, Group Chief Executive Officer, Dr. Titus Naikuni, Chief operations Officer Bram Stellar, several directors and departmental heads.
Duty Service Supervisor JKIA Mrs. Janet Rotich scooped the Gold hero award for her consistency on improving the customer experience at the domestic terminal at Unit 3. Dr. Naikuni noted that he had seen Janet grow over the years and was proud of her achievements in the domestic unit.
Patrick Mulei the station manager in Johannesburg was awarded a special warrior award due to his dependability in ensuring superior customer service at his station leading to him being recognized as top service hero for three years running. Patrick noted that he had worked for empowerment of each member of staff in his station adding that “Success comes in can, failures comes in cannot.”
Flight Attendant Victor Mutandi was 1st runners up for his effort in ensuring passengers are comfortable on board and in his ease of dealing well with customers. Station Manager Dar el Salaam Omar Salum completed the top 3 Gold Service Heroes.
Mr Mwaniki reminded the heroes that “there is always room for greater improvement, adding that service quality is what differentiates airlines.
Dr. Naikuni congratulated the heroes and advised them to be patient and pay more attention to their jobs for success. Commercial director Mr. Mohan Chandra also advised the members of staff that customer service is about addressing someone by name and not by number.
The honoured staff were awarded for their exemplary service according to feedbacks sent in by customers. They were awarded in three categories bronze awards, silver awards and gold awards.
Other staff awarded in the gold category included FA, Wycliffe Omondi, Area Manager Southern Africa Rosemary Adogo, FA Fredrick Oyoo, FP Peter Oduor, SFA Rukia Barry, FO Vincent Ndinya, Capt Millicent Chahonyo, FO Moez Didarali, Capt Victor Ngunjiri and Capt Albert Mureithi who earlier this year landed KQD safely after losing one wheel on take off.
This article was originally posted on Africa Travel - Tourism
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