AIR SEYCHELLES PARTNERS WITH SEYCHELLES TOURISM ACADEMY TO ENHANCE CUSTOMER SERVICE IN KEY AREAS
(Posted 06th of May 2019)
Air Seychelles together with the Seychelles Tourism Academy (STA) has earlier today presented over 40 staff across various business functions of the airline with a certificate following the successful completion of the customer service training.
Held at the airline’s premises in Pointe Larue as from 12th of March, the training which proceeded until 05th of April targeted both front line and back office staff interacting with customers on a daily basis.
The sessions conducted over two days each in batches of 12 was delivered by Fadette Julienne and Laura Hoareau, two expert lecturers from the STA.
Focused on the various aspects of customer service, the training covered important topics such as communication and telephone skills essentials, which provided the participants an in-depth understanding of the key elements of service delivery, customer expectations, as well as the professional expertise required to be more proactive when delivering a service to a guest.
Addressing the participants during the ceremony held at the STA premises in La Misere, Anne Lafortune the Principal Secretary for Tourism said: “Customer service is a very important aspect of service delivery at Air Seychelles. I am glad that Air Seychelles has done the necessary to upgrade the skills of the staff as customer service is a very important aspect of the work that they do especially the front-liners to ensure that the expectation of the clients are met at all times. When we talk about service we do not want you to deliver a satisfactory service but a superior service rather to ensure that the guest especially tourist keeps coming back to the Seychelles. Be proud of your achievement and keep delivering the service with a smile, and on top of that thank you STA for this excellent collaboration with Air Seychelles”.
Besides congratulating the staff members on the successful completion of the training, speaking at the event, Remco Althuis, Chief Executive officer of Air Seychelles said: “Customer service delivery is a never-ending process and as the airline industry operates similar to that of a tourism establishment, STA was identified as the right partner to join Air Seychelles in delivering the training. In addition to providing the staff members a good chance to go back to class, increase their skills and further develop their knowledge in the field, the training also served as a team building activity through the various topics covered. At Air Seychelles we value the feedback of our customers and as communication remains the main element in service delivery, it was important for the airline to conduct this training to ensure that we continue to maintain the remarkable service we are proud of, in addition to providing the staff the chance to refresh and enhance their skills in this area. Today I am indeed very proud of all the staff for successfully completing the training and I am also thankful to the STA for the support received throughout.”
Fadette Julienne, STA Lecturer said: “STA and Air Seychelles have a long lasting relationship and an existing memorandum of understanding which enables students from the establishment to attend internship at the airline twice per year. When Air Seychelles reached out to STA for support in delivering the training, we gladly accepted as this also allows us to customize our training plans relating it to the airline industry. Following the feedback gained from each sessions held from the STA side intern we are also able to implement some key take-aways from the training held in the sessions that we deliver to the students at the academy. We are happy with the commitment received from Air Seychelles staff throughout the training and we look forward to working with airline on more upcoming projects in the future.”
Air Seychelles and STA signed a partnership agreement in September 2018. The airline maintains a long standing collaboration with the tourism academy which dates back to 2007. The memorandum of understanding between STA and Air Seychelles is renewable every 2 years.
