IAS customer service

Two days ago I went IAS (Island Aviation Service) cargo department with a friend of mine. We went to send a CPU and printer to the island. It was about 2100hrs. When we went to the Warehouse. it was closed. So I thought of going to the customer service counter. There was no body in the counter also, but there was a gentleman in the cash counter, he was on call. When he glances at me I asked him whether they have closed or not. He didn’t respond my question. I think he was talking to his… He continued with his work, laughing, talking and drawing on piece of paper so on. Again I asked from the same question, but he continued with his phone conversation.

I couldn’t wait, so told (not so loudly normal my talking style) to my friend “here there is no customer service”. The gentleman face expression changed.(may be he felt that he is doing a wrong thing in front of a customer) Then he told that body to “call u later” and came to me. “Yes. What you want?” “I’m asked the whether warehouse is closed or not?” “That’s not a closing place” but there is no body in the customer service counter and the Warehouse. “Is it” Then he shouted for a person to serve me.

I spent more than one hour thirty minutes there, the only thing they did was just filling a form and taking the weight that’s all.

Same thing is happening in their (IAS) ticketing and reservation department too. You will see while customer is in front of the reservation clerk she/he answering the phone calls. And also these types of low quality thing you will see from the senior staff of that department further more just visit to these two departments.

Why doesn’t the management give information about customer service to these people? They have no idea how to treat with the customers. Why? Why? Yesterday in a news conference their (IAS) MD said they are biggest aviation training center in the Maldives. Is customer service not related to aviation sector? If they would have given at least some information about the customer service or how to treat with people them, I think we can and they can save the wasting times. And the work will be much efficient.