With the aim of enhancing the performance of Saudi Ground Services company in the 4 major airports of KSA, LEVENBERT Consulting has successfully concluded its 7-month development project ADAA – “Achieving Excellence and Professional Performance in Customer Service”.
The project broader goal wasto support SGS endeavors in uplifting the levels of Customer Service especially at the main touch-points of the four international airports of KSA being King Abdulaziz International Airport in Jeddah, King Khaled International Airport in Riyadh, King Fahad International Airportin Dammam, and Prince Mohammad International Airport in Madinah.
The project composed of 4 phases and aimed to design, develop, and deliver a Customized Training and Development Program for more than 500 Customer Service Supervisors (CSSs), conduct an in-depth Training Needs Assessment Initiative for 3000 Customer Service Representatives (CSRs), conduct a Traveler Experience Measurement Exercise, and launch a Targeted Awareness Campaign for SGS Staff; all aimed to create “the Identity of Excellence” amongst Customer Service Staffat the four Main Airports.
As a result, an awareness campaign with a unique Brand, Logo, and Identity of the Program (ADAA) in addition to a Customer Service Strategic Intent and Charter for SGS were delivered. Also, a two-week, hands-on, in-depth training program for each group of the Customer Service Supervisors including on-job coaching were successfully delivered.