Being "polite yet firm" is what CISF personnel at the Indira Gandhi International airport in New Delhi are learning as part of an exercise to be more "helpful and passenger-friendly".
On several occasions, the CISF personnel deployed at the IGI face passengers' fury on trivial issues. Since, they have to perform their duties, they maintain their firmness, which brings them the tag of being rude.
"To have a more passenger-friendly attitude, our personnel are undergoing special training which teaches them to be polite yet remain firm while handling the passengers," a senior CISF official said.
The CISF men are being trained under DISHA, a programme devised by the training department of airport operator Delhi International Airport Ltd (DIAL).
They are learning how to be helpful, especially to elderly and passengers with special needs, the official added.
"With IGI being high on the list of terror targets, at times it becomes difficult for us to handle the passengers under the increased security environment," he said, adding but "after this programme our jawans will be able to handle such situations without causing much inconvenience to flyers."
The training would help the CISF to have a friendlier image, he said.
In a recent survey on airport service quality, the official claimed, the CISF has scored a rating of 4.5 out of 5. Since, June around 1,400 personnels have been imparted training.
Delhi airport is one the busiest airports in the country and the CISF men had to handle around 28 million passengers annually.
Apart from CISF personnel, all the airport staff, like trolley handlers, customs, immigrations, housekeeping and others are undergoing training for being passenger-friendly.