LIAT’s front-line crew to be better trained

LIAT’s front-line workers will receive better training in how to deal with difficult people, to meet the various challenges that arise in the airline business.

 

LIAT’s Chairman, Dr. Jean Holder, revealed the above this week as he spoke to members of the media, following LIAT’s Shareholder Government Meeting held at the 

Lloyd Erskine Sandiford Centre.

 

“I have great respect for the workers at LIAT. It’s a tough task. It is a company which has a number of challenges, some of which arise from the things that we cannot change, like physical situations and so on. Because there have been much more than there should be, certain disruptions, those people at the front desk at LIAT face a lot of challenges,” Holder stated.

 

“How to deal with people in a front-line situation is not by any means easy. How to deal with difficult people. I am reminded by the people that work for us, that it is not only some staff members that may have bad attitudes, there are some customers that have bad attitudes as well and their behaviour will affect the persons at the desk,” he added.

 

“The thing is, the person at the desk must not respond to the customer as the customer is behaving badly. Your test of being well-trained is how to be nice to a (difficult) customer. So we need to do a lot of training in this particular area,” LIAT’s chairman maintained.

 

He meanwhile noted that if the airline had more income flowing in from the people whom it serves, it would be in a better position to replace some of its outdated equipment and improve on a lot of other areas in the company. (RSM)