State ATM Corporation Leadership Completes Training in Customer Service

A series of international seminars on Customer Service for Air Navigation Service Providers arranged by the Air Navigation Institute and involving the International Air Transport Association (IATA) has taken place in Moscow as part of the project to establish a Corporate University as part of State ATM Corporation. Twenty-five State ATM Corporation experts, including a number of Deputy Directors General, business unit Directors, and representatives of Moscow ATC Centre and North Siberia Air Navigation branches took part in the seminars.

The purpose of this activity was to provide the participants with insights on customer focus, customer service management, and industry best practices. The seminars also focused on current events in air navigation services provision amongst the rapid development of innovative technology. The seminar analyzed international trends in customer satisfaction and discussed factors affecting air navigation service providers’ (ANSP) efficiency.

As demonstrated by the experience of a number of ANSPs, targeted efforts to build customer relations and develop a customer-oriented approach have a beneficial impact on customer satisfaction. This becomes vital in the light of the need to provide high-quality services at a competitive price. As a result of the seminars, State ATM Corporation intends to continue its efforts to develop and further enhance its customer service system.