Chii chinonzi "service?" Chii chinonyatso tsanangura "sevhisi?"
Zvinorevei kana zvasvika pakushandira mabhiriyoni evafambi venzvimbo, vedunhu nevekunze kwenyika? Zvikurukuru panguva yegore apo nzanga yenyika inoshanya inoratidzika kuva iri kufamba kuti ikwanise kuva nechii, uye ndiani, anokosha zvikuru kwavari? Tarisiro yeakasarudzika masevhisi anonyatso kuratidza tarisiro yeSanta achiratidza chaizvo pakati pehusiku, kwese kwese, kune wese munhu.
Izwi rekuti "sevhisi" rave chikamu chenheyo dzeindasitiri yekushanya, hwaro hwenguva dzemashiripiti vs. izvo zvinosuruvarisa. Sevhisi saka inogona kutorwa seyakakosha DNA yekuburitsa ruzivo. Asi yakadzidziswa here? Kana kuti intuitive?
Iyo yakakosha kana zvasvika kune bhizinesi rekufamba & kushanya: Izvo zvese.
Pamwoyo wechiitiko chekuenda, sevhisi ndeimwe yenzira huru dzekutaridza mutsa wenzvimbo, kuzivikanwa kwayo, uye zvakakosha, hunhu hwayo. Iyo inounzwa nekusarudzika uye dhizaini kuburikidza nendege dzayo, nhandare dzendege, mahotera ayo, nzvimbo dzekutandarira, maresitorendi, zvinokwezva, mhemberero dzayo uye zviitiko, kushambadzira kwayo, nguva dzayo dzekubatanidzwa kwenzvimbo. Maitiro ekushumira anogona kusiyana netsika, nenyika, nenyika. Zvisinei, mukati maro mune manzwiro akafanana: chido chekutarisira mumwe. Iyo ndeyemunhu, zvisinei nemamiriro eunyanzvi ayo anogona kuoneka.
KUBVA KUROVA KWEMOYO PANE ZVINOFANIRA KUITIKA ZVIMWE
Kazhinji kazhinji, zvisinei, izvo zvinofanira kuva zvomuzvarirwo, zvomuzvarirwo chaizvoizvo, zvinobviswa nenzira isiri yomuzvarirwo mufungo, murangariro, werevo. Mitemo uye zvinyorwa zvinotsanangura nzira yekuita sechimwe chinhu.
Kuti uone zvakajeka musiyano unoitwa nesevhisi, ingoedza kufamba nenhandare yendege kubva muna Zvita 1 zvichienda mberi. Sezvo kufara kwezororo kunotanga, ndizvo zvinoitawo mhirizhonga yekufamba. Mapoinzi ekumanikidza anozviratidza nekukurumidza:
• 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.
Asi zviri munguva dzino umo mavara echokwadi anosanganisirawo shades inopenya goridhe. Mumwe mutakuri akadaro wekupenya kwakagovaniswa: Katherine Sian Williams, Cabin Crew uye saka mumiriri webasa weBritish Airways. Nekumashure kweGround Services, anga achingova nemwedzi mitanhatu ari mumhepo, uye zvakadaro kunzwisisa kwake zvinoreva "sevhisi" kunoratidza kuti ari chikomborero kundege nekuda kweruzivo rwaanopa kune vafambi, uye muenzaniso waanoitira vamwe vake. .
Kuna Williams, tsananguro yebasa iri nyore:
“Inyaya yekubata munhu wese neruremekedzo – hauzive zviri kuitika muhupenyu hwavo. Iva netsitsi."
Kunyangwe vakwiri vane hasha vanomunzwira tsitsi.
“Vanhu vakashata nekuti vakatanga netsoka yakaipa. Uchine vanhu vakashata, vane hutsinye. Kuti haugone kushandura. Asi pane kunzwa ikoko, chokwadi, chokuti vanhu vashanda nesimba zvikuru, uye vari kuenda mberi. Pane kunzwa kwekodzero. Handivape mhosva. Vanongoda kutarisirwa nenzira inoita kuti vanzwe mari yavo yavanenge vashandira zvakaoma, uye nguva, iri kuongwa.”
Zvinoreva kutendeukira kunzwisiso yemunhu yekuzvarwa kwehunhu hwevanhu, panguva imwechete yekuziva mutemo. Pane dzimwe nguva apo dzvinyiriro dzinowedzerwa, kungave nekuda kwemwaka wepamusoro kana nyaya dzemunhu nemunhu mumwe nemumwe, "kushandira" kuverenga mamiriro uye kuziva kuti kusangana nevanhu ndiko kunobata mhinduro, kwete rhetoric yekambani.
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 anosimbirira kuti kunyangwe kukura kwechikamu kunogona kugonesa kukosha kwekusakanganwa izvo zvekutanga, kusimbisa kana uchiti:
“Ichi chinhu chemunhu. Tinoda kubatanidzwa kwakawanda kwevanhu. Zviri kuitika isu, zvikamu zvese zvehupenyu hwedu, tiri kuramba tichiwedzera otomatiki. Tiri kusundira basa rebasa kune tekinoroji. Ndinofunga kuti zvinopesana nezvinoreva kuva nehanya. Neimwe chikonzero, chitendero ndechekuti kunze kwekunge washandisa mari yakawanda, neimwe nzira uri kurasikirwa nekodzero yekugamuchira iyo inofanirwa kuve sevhisi kune vese?
Dambudziko sezvatinotarisa kune ramangwana, uye kukura kwatinoziva kuri kuitika, nekutenda, mukati uye nechikamu chedu?
“Ndipo pandinonetseka. Tingatarisira sei vechidiki vari kuuya kuti vanzwisise kuti sevhisi inongori maererano nekutarisirwa kwevanhu? Vane hanya – havangonzwisisi kuti zvoendeswa sei. Ivo havanzwe mutoro wekutarisira vatakuri ivo pachavo. "
ZVINOFAMBA NZIRA DZIRIRI
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.
Mumwe munhu, pane imwe nzvimbo ari kushanda usiku hwose, kuburikidza nenguva, kuburikidza nekutsamwa, nekuda kwedu. Mumwe munhu, pane imwe nzvimbo, ari kupedza Evha Idzva Idzva kure nevadiwa kuti ave airside scanning mabhegi kutichengetedza, kana kukwira pa 35,000 tsoka kutipa champagne kuti toast mugore idzva.
Chero chipi nechipi chekubatana kweketani yekufambisa yatingatarisa pairi, panguva yegore apo patinombomira kuverenga maropafadzo edu, dai kugona kwedu, mukana wedu, kodzero yedu yekufamba ive yepamusoro pandandanda yezvinhu zvatinotenda nazvo zvechokwadi. Uye avo vari chikamu chenetiweki yepasirese inoita kuti zviitike zvakanaka, zvakachengeteka, nehanya uye netsitsi, zuva rega rega, kwese kwese pasirese.
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.
