"Tšebeletso" ke eng? Hantle-ntle ke eng e hlalosang “tšebeletso”?
E bolela'ng ha ho tluoa tabeng ea ho sebeletsa limilione tsa baeti ba lehae, ba libaka le ba machaba ba lefats'e? Haholo-holo nakong ea selemo eo ka eona sechaba sa batsamai sa lefatše se bonahalang se le tseleng ea ho khona ho ba le eng, ’me ke mang eo e leng oa bohlokoa ka ho fetisisa ho bona? Litebello tsa ho fana ka litšebeletso tse ikhethang li bontša hantle litebello tsa hore Santa a tla hlaha har'a mp'a bosiu, hohle, bakeng sa bohle.
Lentsoe "ts'ebeletso" le fetohile karolo ea metheo ea indasteri ea bohahlauli, motheo oa linako tsa boselamose khahlanong le tse bohloko. Ka hona, tšebeletso e ka nkoa e le DNA ea bohlokoa ea ho fana ka phihlelo. Empa na e koetlisitsoe? Kapa na e utloahala?
Ntlha ea bohlokoa ha ho tluoa khoebong ea maeto le bohahlauli: Ke ka bobeli.
Bohareng ba phihlelo ea sebaka seo u eang ho sona, tšebeletso ke e 'ngoe ea lipontšo tse kholo ka ho fetisisa tsa kamohelo ea baeti ea sebaka seo u eang ho sona, boitsebahatso ba sona,' me habohlokoa haholo, botho ba sona. E fetisoa ka mokhoa oa kamehla le moralo ka lifofane tsa eona, boemafofane ba eona, lihotele tsa eona, libaka tsa eona tsa phomolo, lireschorente, libaka tsa eona tse khahlang, mekete ea eona le liketsahalo, papatso ea eona, linako tsa eona tsa boikopanyo ba lehae. Mekhoa ea ho sebeletsa e ka fapana ho ea ka setso, naha le k'honthinente. Leha ho le joalo, ka hare ho eona ho na le maikutlo a tšoanang: takatso ea ho hlokomela e mong. Ke ea botho, ho sa tsotellehe boemo ba setsebi boo bo ka hlahang ho bona.
HO NKA HO OTA HO PELO HO TSOA HO SE LOKELA HO DIRA KA THOHO
Leha ho le joalo, hangata, seo e lokelang ho ba sa tlhaho, sa tlhaho, ha e le hantle, se tlosoa monahanong, maikutlo, le moelelo ka tsela e sa tloaelehang. Melao le libuka li hlalosa mokhoa oa ho sebetsa joalo ka ntho e 'ngoe.
Ho bona ka ho hlaka phapang eo tšebeletso e e etsang, leka feela ho tsamaea boema-fofane ho tloha ka la 1 Tšitoe ho ea pele. Ha thabo ea matsatsi a phomolo e qala, ho joalo le ka moferefere oa maeto. Mabaka a khatello a itlhahisa ka potlako:
• 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.
Empa ke linakong tsena moo mebala ea 'nete e kenyelletsang li-shades tsa khauta e khanyang. E mong ea tsamaisang khanya e joalo: Katherine Sian Williams, Cabin Crew mme ka hona moemeli oa litšebeletso oa British Airways. Ka semelo sa Ground Services, o bile le likhoeli tse 6 feela moeeng, leha ho le joalo kutloisiso ea hae ea moelelo oa "tšebeletso" e senola hore ke tlhohonolofatso ho sefofane bakeng sa boiphihlelo boo a bo isang ho bapalami, le mohlala oo a o behelang basebetsi-'moho le eena. .
Ho Williams, tlhaloso ea ts'ebeletso e bonolo:
"Ha e le hantle ke ho tšoara motho e mong le e mong ka tlhompho - ha u tsebe se etsahalang bophelong ba bona. E-ba mosa.”
Esita le bapalami ba mabifi ho feta ba fumana kutloelo-bohloko ea hae.
“Batho ba mabe hobane ba qalile ka leoto le lebe. U ntse u e-na le batho ba nyarosang, ba khoahlapisitseng. E le hore u se ke ua fetoha. Empa ho na le maikutlo ao, 'nete, hore batho ba sebelitse ka thata haholo, 'me ba ea pele. Ho na le maikutlo a ho ba le tokelo. Ha ke ba qose. Ba mpa ba batla ho hlokomeloa ka tsela e etsang hore ba ikutloe eka chelete ea bona eo ba e sebelelitseng ka thata, ’me nako e ntse e ananeloa.”
Ho bolelang ho fetohela kutloisisong ea tlhaho ea motho ka tlhaho ea motho, ka nako e ts'oanang ea ho ela hloko leano. Ka linako tse ling ha likhatello li matlafala, e ka ba ka lebaka la litlhōrō tsa linako tsa selemo kapa mathata a botho le bapalami ka bomong, ho "sebeletsa" ke ho bala boemo le ho tseba hore ke puisano ea batho e nang le tharollo, eseng lipuo tsa khampani.
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 o tsitlallela hore le kholo ea lekala e ka amohela tlhokahalo ea ho se lebale metheo, a hatisa ha a re:
"Ena ke ntho ea tlhaho ea motho. Re hloka ho kenya letsoho haholoanyane ha batho. Ho etsahalang ke rona, likarolo tsohle tsa bophelo ba rona, re ntse re fetoha le ho feta. Re sutumelletsa karolo ea tšebeletso ho theknoloji. Ke nahana hore seo se hanana le se boleloang ke ho tsotella. Ka lebaka le itseng, tumelo ke hore ntle le haeba u sebelisa chelete e ngata, ka tsela e itseng u lahleheloa ke tokelo ea ho fumana tšebeletso e lokelang ho ba bakeng sa bohle?”
Qholotso ha re ntse re shebile bokamoso, le kholo eo re e tsebang e etsahala, ka lehlohonolo, le molemong oa lekala la rona?
“Ke hona moo ke tšoenyehang teng. Re ka lebella joang hore bacha ba tlang ho utloisisa hore tšebeletso e mabapi le tlhokomelo ea batho? Ba tsotella - ha ba utloisise mokhoa oa ho fana ka eona. Ha ba utloe ba na le boikarabelo ba ho hlokomela baeti ka bomong.”
E TSAMAA TS'EBEDI
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.
Ho na le motho, kae-kae o sebetsang bosiu bohle, libakeng tsa nako, ka khalefo, molemong oa rona. Motho e mong, kae-kae, o qeta Mantsiboea a Selemo se Secha hole le baratuoa ba hae hore e be mekotla ea ho hlahloba sefofane ho re boloka re sireletsehile, kapa ho fihlela maoto a 35,000 a re fa champagne ho toast selemong se secha.
Ho sa tsotellehe hore na ho na le sehokelo sefe sa ketane ea maeto eo re ka tsepamisang maikutlo ho eona, nakong ea selemo ha re khefutsa ho bala litlhohonolofatso tsa rōna, e se eka bokhoni ba rōna, monyetla oa rōna, tokelo ea rōna ea ho tsamaea e ka ba holimo lethathamong la lintho tseo re li lebohang e le kannete. Le bao e leng karolo ea marang-rang a lefats'e a etsang hore ho etsahale ka thelelo, ka polokeho, ka tlhokomelo le kutloelo-bohloko, letsatsi le leng le le leng, hohle lefatšeng la rona.
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.
