Customer Service Centre in Nairobi

Monday, 20 Oct 2008

Written by Marianna

I’ve travelled to Nairobi on 04SEP08, after 2 days briefing in the WFP Aviation HQ in Rome to continue with a project previously started by TNT CS specialists.

The aim of my assignment was to evaluate, monitor and develop the newly started Customer Service Centre in Nairobi, Kenya, which is focusing on the Humanitarian Air Services operating in Somalia and give Customer Service training to air operations staff.

I have analysed the Customer Survey results related to this operation, gathered and analysed data for some of the proposed KPI’s and made suggestions, what can be improved, how and by who. After monitoring the flight handling at Nairobi Airport, I’ve made some suggestions related to the handling procedures for further improvement, which have influence on the KPI results.

Furthermore, I have conducted Customer Service training to 2 WFP UNHAS Nairobi airport staff, 4 of the dedicated check-in staff as well as 2 staff of the aircraft operator. As the security level in Somalia wouldn’t allow me to travel to Somalia, a trainer was chosen from the WFP UNHAS office, who also received a training, for him to be able to train the UNHAS staff operating in Somalia at a later stage.

During my stay in Nairobi, I’ve had a good support from my local WFP UNHAS colleagues. Their enthusiasm for this project and interest was shown especially during the CS training, when I received many questions and suggestions, how the work-flow and over all operation could be improved. It was very rewarding feeling that my local colleagues were thinking with me, how to achieve and even exceed their customers expectations.

This project was an unforgettable experience, for which I am very thankful to the Moving the World to enable my participation. I would recommend it to all, who are interested in to gain experience with operation in difficult regions and are willing to understand all the issues and improve at the same time the customers’ satisfaction.

Customer Service Centre Project – TNT in cooperation with WFP Aviation – Somalia operation / Place: Nairobi, Kenya; Period: 05SEP08-0OCT08