Gịnị bụ "ọrụ?" Kedu ihe na-akọwa n'ezie "ọrụ?"
Kedu ihe ọ pụtara ma a bịa n'ijere ọtụtụ ijeri ndị njem obodo, mpaghara na mba ụwa ozi? Karịsịa n'oge afọ mgbe ndị na-eme njem n'ụwa yiri ka hà na-aga n'ihu iji nwee ike ịnọnyere gịnị, oleekwa ndị kasị dị ha mkpa? Atụmanya nke nnyefe ọrụ pụrụ iche na-egosipụta nke ọma atụmanya Santa na-egosi kpọmkwem n'etiti abalị, ebe niile, maka onye ọ bụla.
Okwu a bụ "ọrụ" abụrụla akụkụ nke ntọala nke ụlọ ọrụ njem nlegharị anya, ntọala nke oge anwansi vs. ndị dị egwu. Ya mere enwere ike were ọrụ dịka DNA dị mkpa nke nnyefe ahụmịhe. Ma a zụrụ ya? Ka ọ bụ kensinammuo?
Isi ala mgbe ọ na-abịa azụmahịa nke njem & njem nlegharị anya: Ọ bụ abụọ.
N'ime obi nke ahụmịhe nke ebe njem, ije ozi bụ otu n'ime ngosipụta kachasị nke nnabata ebe ebe aga, njirimara ya, na nke kachasị mkpa, mmadụ. A na-ebuga ya na ndabara na imewe site na ụgbọ elu ya, ọdụ ụgbọ elu ya, ụlọ oriri na ọṅụṅụ ya, ebe ntụrụndụ ya, ụlọ oriri na ọṅụṅụ, ebe nkiri ya, ememme ya na mmemme, ịzụ ahịa ya, oge ntinye aka na mpaghara. Ụdị ọrụ nwere ike ịdị iche site na omenala, site na obodo, site na kọntinent. Otú ọ dị, n'ime ya dị otu mmetụta ahụ: ọchịchọ ilekọta onye ọzọ. Ọ bụ nkeonwe, n'agbanyeghị ọnọdụ ọkachamara nke ọ nwere ike ịpụta.
Ịwepụ OBI ỤMỤ ỤWA N'IHE KWESỊRỊ IME NKE OKPUKPE
Ọtụtụ mgbe, Otú ọ dị, ihe kwesịrị ịbụ ihe okike, nke ebumpụta ụwa n'ezie, na-ewepụ echiche, mmetụta uche, ihe ọ pụtara n'ụzọ na-ekwekọghị n'okike. Atumatu na akwụkwọ ntuziaka na-akọwapụta ụzọ isi mee ihe dịka ihe ọzọ.
Iji hụ nke ọma ihe dị iche ọrụ ahụ na-eme, gbalịa naanị isi n'ọdụ ụgbọ elu malite na Disemba 1 gawa. Ka aṅụrị ezumike na-amalite, otu ahụ ka ọgbaghara n'agbụ njem na-adịkwa. Ebe nrụgide na-ekpughe onwe ha ngwa ngwa:
• 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.
Ma ọ bụ n'oge ndị a ka ezigbo agba na-agụnyekwa ndò na-egbuke egbuke ọla edo. Otu n'ime ndị na-ebu ndị dị otú ahụ na-ekekọrịta nchapụta: Katherine Sian Williams, Cabin Crew na ya mere onye nnọchianya nke British Airways. Site na ndabere Ground Services, ọ nọwo naanị ọnwa 6 n'ikuku, ma nghọta ya banyere ihe "ọrụ" pụtara na-egosi na ọ bụ ngọzi nye ụlọ ọrụ ụgbọ elu maka ahụmahụ ọ na-enye ndị njem, na ihe nlereanya ọ na-esetịpụrụ ndị ọrụ ibe ya. .
Nye Williams, nkọwa nke ọrụ dị mfe:
"Ọ bụ n'ezie iji nkwanye ùgwù na-emeso onye ọ bụla - ị maghị ihe na-eme na ndụ ha. Nwee obi oma.”
Ọbụna ndị njem na-eme ihe ike karị na-enweta ọmịiko ya.
“Ndị mmadụ na-akparị mmadụ n'ihi na ha ji ụkwụ ọjọọ malite. Ị ka nwere ndị jọgburu onwe ha, ndị na-akparị mmadụ. Na ị nweghị ike ịgbanwe. Ma enwere mmetụta ahụ, nke bụ eziokwu, na ndị mmadụ arụsiwo ọrụ ike, ma na-aga n'ihu n'ihu. Enwere mmetụta nke ikike. Anaghị m ata ha ụta. Naanị ihe ha chọrọ bụ ka e lekọta ha n’ụzọ ga-eme ka ha chee na a na-enwe ekele maka ego ha tara ahụhụ.”
Nke pụtara ịtụgharị uche na nghọta ebumpụta ụwa nke mmadụ, n'otu oge ahụ ịmara amụma. Mgbe ụfọdụ nrụgide na-esiwanye ike, ma ọ bụ n'ihi ọnụ ọgụgụ kasị elu nke oge ma ọ bụ okwu onwe onye na ndị njem n'otu n'otu, "ijere" bụ ịgụ ọnọdụ ma mara na ọ bụ kọntaktị mmadụ na-ejide ihe ngwọta, ọ bụghị nkwuwa okwu ụlọ ọrụ.
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 na-ekwusi ike na ọbụna uto ngalaba nwere ike nabata mkpa ọ dị ịghara ichefu ihe ndị bụ isi, na-ekwusi ike mgbe ọ na-ekwu:
"Nke a bụ ihe okike mmadụ. Anyị chọrọ nsonye mmadụ karịa. Ihe na-eme bụ na anyị, akụkụ niile nke ndụ anyị, na-aghọwanye akpaaka. Anyị na-akwalite ọrụ ọrụ na teknụzụ. Echere m na nke ahụ megidere ihe nlekọta pụtara. N'ihi ihe ụfọdụ, nkwenkwe bụ na ọ gwụla ma ị na-emefu nnukwu ego, n'ụzọ ụfọdụ, ị na-efunahụ ikike ịnata ihe kwesịrị ịbụ ozi maka mmadụ niile? "
Ihe ịma aka ka anyị na-ele anya n'ọdịnihu, na uto anyị maara na-eme, ekele, na na mpaghara anyị?
“N'ebe ahụ ka m na-echegbu onwe m. Kedu ka anyị ga-esi atụ anya ka ndị na-eto eto na-abịa na-aghọta na ọrụ bụ nanị nlekọta mmadụ? Ha na-akpachapụ anya - ha aghọtaghị otu esi ebufe ya. Ha anaghị eche na ọ bụ ọrụ ilekọta ndị njem n'onwe ha. "
Ọ na-aga n'ụzọ abụọ
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.
Otu onye, ebe na-arụ ọrụ n'ime abalị, site na mpaghara oge, site na iwe iwe, maka anyị. Otu onye, ebe, na-anọ New Year's Eve pụọ n'ebe ndị a hụrụ n'anya na- airside scanning akpa iji chebe anyị, ma ọ bụ na 35,000 ụkwụ na-ejere anyị ozi champagne ka toast n'ime afọ ọhụrụ.
Ihe ọ bụla njikọ nke agbụ njem anyị nwere ike ilekwasị anya na ya, n'oge nke afọ mgbe anyị kwụsịrị ịgụta ngọzi anyị, ka ike anyị, ohere anyị, ikike anyị nwere ime njem dị elu na ndepụta nke ihe ndị anyị nwere ekele n'ezie. Na ndị bụ akụkụ nke netwọk zuru ụwa ọnụ nke na-eme ka ọ na-eme nke ọma, n'enweghị nsogbu, na nlekọta na ọmịiko, kwa ụbọchị, n'ebe nile n'ụwa anyị.
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.
eTN bụ onye mmekọ ya na CNN Task Group.
