Iyini "isevisi"? Yini ngempela echaza “isevisi?”
Kusho ukuthini uma kukhulunywa ngokusiza izigidigidi zabahambi basekhaya, besifunda nabamazwe ngamazwe? Ikakhulukazi ngesikhathi sonyaka lapho umphakathi ojikelezayo womhlaba ubonakala usendleleni yokukwazi ukuba nani, futhi ubani, obaluleke kakhulu kubo? Okulindelekile kokulethwa kwesevisi okukhethekile kubonisa kahle okulindelekile kokuthi u-Santa abonakale phakathi kwamabili, yonke indawo, kuwo wonke umuntu.
Igama elithi "isevisi" seliyingxenye yezisekelo zemboni yezokuvakasha, isisekelo sezikhathi zomlingo ngokumelene nalezo ezibuhlungu. Ngakho-ke isevisi ingabhekwa njenge-DNA ebalulekile yokulethwa kwesipiliyoni. Kodwa ingabe iqeqeshiwe? Noma ingabe inembile?
Okubalulekile uma kukhulunywa ngebhizinisi lezokuvakasha nokuvakasha: Kokubili.
Ekujuleni kolwazi lwendawo, isevisi ingenye yezindlela ezinhle kakhulu zokubonisa umoya wokungenisa izihambi wendawo, ubunikazi bayo, futhi okubalulekile, ubuntu bayo. Idluliswa ngokuzenzakalelayo nangokuklama ngezinkampani zayo zezindiza, izikhumulo zayo zezindiza, amahhotela ayo, izindawo zayo zokungcebeleka, izindawo zokudlela, izindawo zayo ezihehayo, imikhosi yayo nemicimbi, ukumaketha kwayo, izikhathi zayo zokusebenzelana kwendawo. Izitayela zenkonzo zingahluka ngokwesiko, ngezwe, ngezwekazi. Nokho, ngaphakathi kwawo kukhona umuzwa ofanayo: isifiso sokunakekela omunye. Okomuntu siqu, kungakhathaliseki ukuthi yisiphi isimo somsebenzi esingase sivele kuso.
UKUKHIPHA UKUSHAYA KWENHLIZIYO KOKUFANELE KWENZEKE NGEMVELO
Nokho, ngokuvamile, lokho okufanele kube ngokwemvelo, okungokwemvelo ngempela, kususwe umcabango, imizwelo, nencazelo ngokungekho ngokwemvelo. Izinqubomgomo namamanyuwali ichaza indlela yokwenza njengokunye.
Ukuze ubone ngokucacile umehluko owenziwa yile sevisi, vele uzame ukuhamba esikhumulweni sezindiza kusukela ngo-December 1 kuqhubeke. Njengoba kungena ubumnandi beholide, kanjalo nezinxushunxushu zochungechunge lwezokuvakasha. Amaphuzu okucindezela aziveza ngokushesha:
• 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.
Kodwa kungalezi zikhathi lapho imibala yeqiniso ihlanganisa nama-shades egolide elikhazimulayo. Omunye onjalo ophethe lokho kukhanya okwabiwe: u-Katherine Sian Williams, i-Cabin Crew futhi ngenxa yalokho kanye nenxusa lesevisi le-British Airways. Njengoba enesizinda se-Ground Services, usenezinyanga eziyisi-6 kuphela emoyeni, kodwa nokho ukuqonda kwakhe incazelo yegama elithi “isevisi” kuveza ukuthi uyisibusiso enkampanini yezindiza ngolwazi aluletha kubagibeli, kanye nesibonelo asibekela ozakwabo. .
KuWilliams, incazelo yenkonzo ilula:
“Empeleni imayelana nokuphatha wonke umuntu ngenhlonipho – awazi ukuthi kuqhubekani ezimpilweni zabo. Iba mnene."
Ngisho nabagibeli abanolaka bayazwelana naye.
“Bakhohlakele abantu ngoba baqale ngonyawo olubi. Usenabantu abesabekayo, abanolaka. Ukuthi awukwazi ukukushintsha. Kodwa kukhona lowo muzwa, iqiniso, lokuthi abantu basebenze kanzima, futhi baya phambili. Kunomuzwa wokuba nelungelo. Angibasoli. Bamane nje bafuna ukunakekelwa ngendlela ebenza bazizwe bejabulela imali yabo abayisebenzele kanzima, futhi isikhathi siyaziswa.”
Okusho ukuphendukela ekuqondeni komuntu okwemvelo kwemvelo yomuntu, ngesikhathi esifanayo nokuqaphela inqubomgomo. Ngezinye izikhathi lapho izingcindezi zishuba, kungaba ngenxa yeziqongo zezinkathi ezithile zonyaka noma izinkinga zomuntu siqu nomgibeli ngamunye, “ukukhonza” kuwukufunda isimo futhi wazi ukuthi ukuxhumana nabantu okuphethe isixazululo, hhayi inkulumo-ze yenkampani.
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?
UWilliams ugcizelela ukuthi ngisho nokukhula komkhakha kungahambisana nesidingo sokungakhohlwa okuyisisekelo, agcizelele lapho ethi:
“Lena yinto yemvelo yomuntu. Sidinga ukuhlanganyela okwengeziwe komuntu. Okwenzekayo ukuthi thina, zonke izingxenye zempilo yethu, siya ngokuya sizenzakalela. Siphusha indima yesevisi kwezobuchwepheshe. Ngicabanga ukuthi lokho kuphambene nalokho okushiwo ukunakekela. Ngesizathu esithile, inkolelo iwukuthi ngaphandle kokuthi usebenzise imali eningi, ngandlela-thile ulahlekelwa ilungelo lokuthola lokho okufanele kube yinkonzo yabo bonke abantu?”
Inselele njengoba sibheke ikusasa, kanye nokukhula esikwaziyo kuyenzeka, ngokubonga, emkhakheni wethu kanye na?
“Yilapho engikhathazeka khona. Singalindela kanjani ukuthi intsha ezayo iqonde ukuthi inkonzo imayelana nokunakekelwa kwabantu? Banendaba - abaqondi nje ukuthi izolethwa kanjani. Abazizwa benesibopho sokunakekela abagibeli mathupha.”
IHAMBA IZINDLELA ZOKUBILI
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.
Othile, ndawana thize usebenza ubusuku bonke, ezindaweni zesikhathi, ngokuthukuthela, ngenxa yethu. Othile, ndawana thize, uchitha ubusuku obandulela uNcibijane kude nabathandiweyo bakhe ukuze abe izikhwama zokuskena eziseceleni kwendiza ezizosigcina siphephile, noma zifike ku-35,000 wamafidi esinikeza i-champagne ukuze sithose onyakeni omusha.
Noma ngabe yisiphi isixhumanisi sochungechunge lwezokuvakasha esingagxila kukho, ngesikhathi sonyaka lapho sithi ukuma kancane ukuze sibale izibusiso zethu, sengathi ikhono lethu, ithuba lethu, ilungelo lethu lokuhamba lingaba phezulu ohlwini lwezinto esizibonga ngempela. Futhi labo abayingxenye yenethiwekhi yomhlaba wonke abenza kwenzeke ngokushelela, ngokuphepha, ngokunakekela nangobubele, nsuku zonke, yonke indawo emhlabeni wethu.
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.
