Menene "sabis?" Menene ainihin ma'anar "sabis?"
Me ake nufi da hidimar biliyoyin matafiya na gida, yanki da na duniya? Musamman a lokacin shekara da al’umman matafiya a duniya suke ganin suna tafiya don su kasance da me, kuma wa ya fi muhimmanci a gare su? Hasashen isar da sabis na musamman daidai yana nuna tsammanin Santa yana nunawa daidai da tsakar dare, ko'ina, ga kowa da kowa.
Kalmar "sabis" ta zama wani ɓangare na tushen masana'antar yawon shakatawa, tushen lokutan sihiri da masu ban tsoro. Don haka ana iya ɗaukar sabis ɗin mahimmancin DNA na isar da gwaninta. Amma an horar da shi? Ko yana da ilhama?
Maganar ƙasa idan ya zo ga kasuwancin tafiye-tafiye & yawon shakatawa: duka biyu ne.
A tsakiyar gwanintar makoma, sabis yana ɗaya daga cikin manyan maganganu na karimcin wurin, ainihin sa, kuma mafi mahimmanci, ɗan adamtaka. Ana isar da shi ta hanyar da ba ta dace ba da kuma ƙira ta hanyar kamfanonin jiragensa, filayen jirgin sama, otal ɗinsa, wuraren shakatawa, wuraren cin abinci, abubuwan jan hankali, bukukuwa da abubuwan da suka faru, tallan sa, lokutan haɗin gwiwa na gida. Salon hidima na iya bambanta ta al'ada, ta ƙasa, ta nahiya. Duk da haka, a cikinsa akwai irin wannan ra'ayi: sha'awar kula da wani. Yana da sirri, ba tare da la'akari da yanayin ƙwararru ba wanda zai iya bayyana.
FITAR DA ZUCIYA DAGA ABIN DA YA KAMATA FARU
Don haka sau da yawa, duk da haka, abin da ya kamata ya zama na halitta, mai ban sha'awa da gaske, an cire tunanin da ba bisa ka'ida ba, na motsin rai, na ma'ana. Manufofi da ƙa'idodi sun bayyana hanyar aiki azaman wani abu dabam.
Don ganin bambance-bambancen da sabis ɗin ke bayarwa, kawai gwada tafiya ta tashar jirgin sama daga Disamba 1 zuwa gaba. Kamar yadda fara'ar biki ke shiga, haka ma rudanin tafiye-tafiye ke faruwa. Matsalolin matsi suna bayyana kansu cikin hanzari:
• Check-in desks
• Security checks
• Immigration kiosks
• Boarding gates
Pressure valves start to burst, emotions run high, patience levels drop. True colors are rapidly revealed, the most frequently seen being red. Why? Because systems, put under extreme pressure from jumps in traveler volumes, start to show their breaking points, triggering off those of passengers. Lines become longer, slower, tighter, more irritating, more unfriendly. In the case of airlines, by the time passengers finally board, their breaking points are near (if not already reached) making the coming together of a few hundred frustrated passengers an enormous challenge for crew now responsible for their wellbeing for the next x number of hours. “Service” suddenly takes on a whole new level of expectations, including decompression.
Amma a cikin waɗannan lokutan ne launuka na gaskiya kuma suka haɗa da inuwar gwal. Daya daga cikin dillalai na irin wannan hasken rana: Katherine Sian Williams, Cabin Crew kuma don haka jakadan sabis na British Airways. Tare da Ground Services baya, ta kasance watanni 6 kawai a cikin iska, amma duk da haka fahimtarta na ma'anar "sabis" yana nuna cewa ta kasance albarka ga kamfanin jirgin sama don kwarewar da take bayarwa ga fasinjoji, da kuma misalin da ta kafa ga abokan aikinta. .
Ga Williams, ma'anar sabis yana da sauƙi:
"Hakika batun girmama kowa ne - ba ku san abin da ke faruwa a rayuwarsu ba. Ku kasance masu kirki.”
Hatta fasinja masu tsananin tashin hankali suna tausaya mata.
"Mutane suna da ban tsoro saboda sun fara da mummunan ƙafa. Har yanzu kuna da mugayen mutane masu banƙyama. Cewa ba za ku iya canzawa ba. Amma akwai wannan jin, gaskiyar, cewa mutane sun yi aiki tuƙuru, kuma suna tafiya gaba. Akwai ji na dama. Ba na zargin su. Suna son kawai a kula da su ta hanyar da za ta sa su ji cewa kuɗin da suka yi wahala, da kuma lokaci, ana yaba su. "
Wanda ke nufin waiwaye zuwa ga fahimtar dabi'ar dan Adam, a lokaci guda da sanin manufofinsa. A wasu lokuta da matsi suka tsananta, ya kasance saboda kololuwar yanayi ko batutuwa na sirri tare da fasinja ɗaya, “bauta” shine karanta yanayin kuma ku san cewa hulɗar ɗan adam ce ke riƙe da mafita, ba maganganun kamfani ba.
But how can one maintain a personal touch when growth of the sector is demanding technology step in to accelerate systems? With over 4% growth in international travelers each year to exceed over 1.18 billion in 2014 (source: UNWTO), over 8 million travelling by air alone each and every day across almost 1400 commercial airlines (source: ATAG), how can one-to-one work for one-to-millions?
Williams ya nace cewa hatta bunkasuwar sashen na iya biyan bukatuwar kar a manta da muhimman abubuwa, yana mai da hankali yayin da yake cewa:
“Wannan dabi’a ce ta mutum. Muna buƙatar ƙarin haɗin kai na ɗan adam. Abin da ke faruwa shine mu, dukkan sassan rayuwarmu, muna ƙara yin aiki da kai. Muna tura aikin sabis zuwa fasaha. Ina tsammanin hakan ya saba wa abin da ake nufi da kulawa. Don wasu dalilai, imani shine sai dai idan kun kashe kuɗi mai yawa, ko ta yaya kuna rasa yancin karɓar abin da ya kamata ya zama hidima ga kowa?"
Kalubale yayin da muke duban gaba, da ci gaban da muka sani yana faruwa, alhamdulillahi, a ciki da kuma ga sashinmu?
“A nan ne nake damuwa. Ta yaya za mu sa ran matasa za su gane cewa hidimar kula da ɗan adam ce kawai? Suna kula - kawai ba su fahimci yadda ake isar da shi ba. Ba sa jin alhakin kula da fasinja da kansu.”
YANA BIYU HANYA
Still, as much as those in the industry, on the front line of service, may do their best, we must never forget that being about human engagement, it is a two-way affair. From a traveler perspective, being on the “I paid for it” receiving end is not a good reason for bad manners.
Wani, wani wuri yana aiki cikin dare, ta wuraren lokaci, ta hanyar fushi, a gare mu. Wani, wani wuri, yana ciyar da Sabuwar Shekara ta Hauwa'u daga ƙaunatattunsa don zama jakunkuna na sikanin iska don kiyaye mu, ko sama da ƙafa 35,000 yana ba mu shampagne don yin gasa a cikin sabuwar shekara.
Ko wace irin alakar tafiyar da za mu mai da hankali a kai, a lokacin shekara da muka dakata don kirga albarkunmu, da ikonmu, da damarmu, da hakkinmu na yin balaguro su kasance cikin jerin abubuwan da muke godiya da gaske. Kuma waɗanda ke cikin tsarin sadarwar duniya waɗanda ke sa abin ya faru lafiya, cikin aminci, tare da kulawa da tausayi, kowace rana, a ko'ina cikin duniyarmu.
And so, as the countdown to the end of 2016 nears, and we look to 2017 as a new calendar of “where in the world next?,” keep calm and carry on. We’ll all get there. Thankfully.
