BY OLAPEJU OLUBI
The Murtala Muhammed International Airport (MMIA) Command of the Nigeria Immigration Service (NIS) has launched an extensive training programne aimed at elevating the passenger experience at the airport.
Comptroller Odide Kalu emphasised that this initiative is designed to enhance the professionalism, respect, and integrity of officers, ensuring a memorable and positive experience for all travelers.
The training reflects NIS’s ongoing commitment to service excellence and capacity development.
Kalu highlighted that the command has been actively engaging with leadership experts to expand the knowledge and improve the attitudes of personnel. These efforts are part of a broader strategy to deliver exceptional service at the nation’s borders.
Yakubu Yarus, the Command’s Public Relations Officer, underscored that human capital development is a central focus under the leadership of Comptroller General Mrs. Kemi Nandap.
Yarus noted that this training is just the beginning, with additional sessions planned for the near future.
The programme’s lead speaker, Mr. Fela Durotoye, encouraged NIS personnel to rethink their approach to service delivery.
His presentation, titled “Value-Based Leadership for Service Excellence,” highlighted humility, collaboration, respect, and appreciation as crucial elements for creating a lasting positive impact.
Durotoye urged officers to build trust with passengers and to shift their service approach to enhance the overall travel experience.
He stressed the importance of demonstrating exceptional professionalism, empathy, and conduct, particularly given that airports are the first and last points of contact for many travelers.
He further explained that the goal of the training is to improve the quality of service provided by immigration personnel, ensuring that every interaction leaves a positive impression of the country.
Durotoye also mentioned a forthcoming initiative called “One Impression,” aimed at coordinating training across the 14 agencies operating at the airport to ensure a unified standard of service.
Mr. Victor Ani-Laju, another key speaker, emphasised the importance of purpose-driven leadership and encouraged personnel to integrate the training insights into their daily responsibilities.
The comprehensive programme signifies a strong commitment by the MMIA Command to enhancing the passenger experience and upholding the highest standards of service at Nigeria’s busiest airport.
