As part of its cooperation with GTS S.A. (Les Grands Trains du Sénégal), which is actively preparing to resume its activity, IFF has carried out a 3-week training course in Rufisque (Senegal) on aspects of passenger reception and handling for 43 “Front Office” agents: receptionists, controllers, convoy leaders, counter agents and service managers.

Delivered by Mrs. Nathalie EL ISSAOUI, IFF trainer in posture and customer relations, this training gives a large place to professional situations for a better pedagogical anchoring. Through this training, the GTS agents were able to understand the expectations of customers, the service posture, the stages of the customer dialogue and the handling of complaints.

With an overall satisfaction rate of 92% for this tailor-made course, the trainees expressed their experience of the training through very positive comments: “The training is very relevant to my work and my personal experiences”; “The explanations were clear, the trainer was very available and professional, excellent, very methodical and educational”; “I remembered the posture to adopt in front of the customer and how to deal with his complaints”.

For her part, Nathalie El ISSAOUI, testifies on the progress of this first session: “From the first day, there was a very good group cohesion… All the agents adhered to this training with a high level of participation during the simulations. These three training sessions took place in good material and organisational conditions. It allowed a real awareness that the Front Office staff is the showcase of GTS SA – its ambassadors – and that it is through them that the return of the customers and the development of customer loyalty will be achieved”.

At the end of the training, the IFF board organised a feedback meeting for the major partners of the training, in which Mr. Samba Ndiaye, General Manager of GTS, took part to present the results of this course and the synthesis of the feedback from the trainees and the trainer.