ICONA London has organised its first-ever staff training and recognition programme under the theme “The Customer at the Heart of ICONA”, marking a key step in the company’s efforts to strengthen staff capacity and customer service.
The 2026 programme was held at D’Bim D’bam and brought together staff from ICONA London branches in Bo, Kenema, Makeni, as well as staff from other branches across the country.
Country Director Jayesh Pardhi thanked staff and members of the media for attending the event. He reminded employees that customers remain at the heart of everything ICONA London does and encouraged staff to uphold the company’s values in their daily work.
Management said this was the first time ICONA London is organising a formal staff training and recognition event since the company began operations. The programme focused on customer service, leadership, and ethical behaviour, while also recognising staff members who performed exceptionally well over the past one year.
During the event, selected employees received recognition for their commitment, professionalism, and contribution to the company’s growth. Company officials said the recognition was intended to motivate staff and encourage a strong work culture built on excellence and teamwork.
As part of the training, Ibrahim Kallon, Chief Executive Officer of Kallon Travel Agency, facilitated a session on customer relationship management. During his presentation, Kallon spoke on how staff should relate to customers, especially when handling complaints or attending to customers who come to buy goods and services.
He explained that the way staff respond to customer concerns can determine whether a customer remains loyal to a business or walks away. Kallon encouraged ICONA staff to always listen carefully, show respect, remain calm, and provide clear solutions when customers raise issues. He added that good customer service builds trust and helps grow a company’s reputation.
Another facilitator, Mohamed Murtala Kamara, led a session titled “Empowering Teams Through Effective Leadership.” In his presentation, Kamara spoke about the importance of teamwork, communication, and accountability within organisations. He said strong leadership helps staff understand their roles and motivates teams to work towards common goals.
Kamara added that empowering teams means giving staff the confidence, skills, and support they need to perform well. He encouraged managers and supervisors to lead by example, communicate clearly, and create an environment where staff feel valued and respected.
Speaking at the training, the company’s Marketing Manager explained that customers are placed at the centre of ICONA London’s operations. He said the sessions were designed to help staff better understand who their customers are, why customers matter, and how best to respond to customer needs and concerns.
Business Manager Joshua Kanu expressed excitement about the programme and described it as an important moment for the company. He said the main objective was to improve how staff serve customers and ensure that customers enjoy the best possible experience.
Management said similar training and recognition programmes will be organised in the future as ICONA London continues to expand its operations.
