Question

Case scenario on ensuring service delivery through assistance & support to the team

You are the security supervisor for a team of security personnel at an Australian domestic airport. During this holiday season, you realised that the number of passengers and travelers have increased drastically.

You also witnessed that customers are bullying security staffs in airports because of the slow service, where there may be as few as half a dozen staff to check in the hundreds of passengers over a very short timeframe.

"Your security team members are subject to abuse on a daily basis from passengers already stressed about making their flight, which is aggravated by the lack of staff and long queues. In fact, one member already left the job recently because the employees couldn't handle the abuse.

Prepare a draft speech to encourage their emotional state and to inform them that 20 more staff members will be hired to manage the rush hours in the airport.

Just 200 words needed

Answer 1

As a security supervisor at Airport , i will give the motivational speech to my team members so as they can develop an appropriate strength to cope with the challenges imposed by the customers. My wording to the team will be flow as follows:

Dear team members, i need a close attention from your side on this 15 minutes talk on the issue of facing the horrible abuse and irritations created by the customers. I have decided to increase the staffs to handle the heavy traffic of passengers at our airports. Every security person will be given more faster support and two or three more queues to manage the rush hours. I am very much concerned about your security and work performance while facing such critical hours.  

As we know that customers are king in the business world. Their irritated behavior is only the result of our poor service and the stress having societal pressure they are facing too. So , i request you all not to be disappointed when you might face some abusing situation. Our organization understands your valuable contribution and high quality services delivery at the airport. I apologize on behalf of the organization for such inhuman actions against you by the customers. We are releasing soon the guidelines for the customers related to such misbehavior and legal actions they might face if they will do such abusing behavior at the services counter or security check.  

You people are requested to give your valuable suggestions and appropriate methods to stop such misbehavior and abusing language by the customers. I shall be highly satisfied with your dedicated and faster services to the customers. Evey customers are valuable, we shall have to deal with them with love ,care and instant support. They will also support us after our such initiatives. You people should keep your motivation high . Remember customers are abusing but your organization cares you lot. We are determined towards reducing such activities of the customers for our staff.

Thanks for patience listening. Keep your work at the top priority.