3RD GHANA CUSTOMER SERVICE CONFERENCE

3RD GHANA CUSTOMER SERVICE CONFERENCE AND OFFICIAL LAUNCH OF THE NATIONAL CAMPAIGN FOR CUSTOMER SERVICE EXCELLENCE. THEME: CUSTOMER SERVICE EXCELLENCE: A KEY TO BUSINESS GROWTH AND ECONOMIC DEVELOPMENT A national Conference for Customer Service leaders, executives, managers and all heads of customer service and quality control departments across the industrial spectrum in Ghana. ONE DAY IMPACT FILLED EVENT WITH SEVEN KEYNOTE PRESENTATIONS AND HUNDREDS OF IDEAS FOR IMPROVED CUSTOMER SERVICE, TOWARDS BUSINESS GROWTH AND ECONOMIC DEVELOPMENT. OBJECTIVE: This conference serves as an annual platform for stakeholder in customer service delivery across Ghana from both public and private sectors across the industrial spectrum to share best practice and ideas in customer service delivery for business development and economic sustainability. DATE: THURSDAY 13TH MARCH, 2014 VENUE: ALISA HOTEL, NORTH RIDGE, ACCRA TIME: 8:30AM TO 4:30PM PARTICIPATION FEES: GH¢350.00

National Campaign For Customer Service Excellence To Be Launched In Accra

The Organisation for Customer Service Excellence-Ghana, a leading national advocate for customer service excellence, will, next year, launch the National Campaign for Customer Service Excellence. The two-year campaign, the first of its kind in Ghana which will be organised on the theme: ‘Making Customer Service a National Priority for Business Growth and Economic Development,’ forms part of its Ghana Customer Service Development Initiative. The campaign, dubbed, ‘Ghana— A Call To Excellence In Customer Service,’ seeks to partner the government of Ghana and the private sector to promote a national culture for customer service excellence through mass public education, advocacy and awareness creation, and to strengthen the capacity of the citizenry and players of the national economy to put the customer first and recognise him as a major stakeholder in service delivery. The campaign will undertake mass public education and awareness creation programmes across Ghana, including public lectures, symposia, conferences and road shows. It will also employ the medium of print, broadcast, online, and billboards to reach out to the general public, so as to encourage attitude and perception change by employees, employers and general public on customer service. Mr Hector Wulff, the Executive Director of the Organaisation for Customer Service Excellence-Ghana, in a statement issued in Accra, indicated that a survey conducted by the organization revealed that poor customer service delivery was widespread across the industrial spectrum and in all sectors of the national economy. The survey, Mr Wulff said, revealed that 9 out of every 10 persons interviewed at random were frustrated on the state of customer service delivery in Ghana. “Citizens are getting fed up with the way they are treated by service providers, particularly the public sector, utility services, telecommunications, services at our ports, shoddy projects executed by contractors, service delivery in our health and educational institutions, and the financial sector, among others,” he said.

GHANA CUSTOMER SERVICE DEVELOPMENT INITIATIVE (THE JOURNEY)

The Ghana customer service development initiative, launched in October 2010, gave birth to the GHANA CUSTOMER SERVICE AWARDS, the GHANA CUSTOMER SERVICE WEEK AND ANNUAL CONFERENCE and ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE-GHANA, of which Mr.Hector Wulff serves as the Executive Drirector. Many thanks to the Government of Ghana and Corporate Ghana for embracing the Ghana Customer Service Development Initiative and we shall work as partners towards making Ghana a leading customer service destination in Africa and the world at large.

CUSTOMER SERVICE ADVOCATE TO EMBARK ON A NATIONAL AWARENESS TOUR

The founder of the Ghana Customer Service Development Initiative, Mr. Hector Wulff, popularly know as Mr. customer service ,will embark upon a one man national awareness creation tour from December ,as a prelude to the launch of the national campaign for customer service excellence next year. The tour will take him to public centres and gatherings in all regional capitals across Ghana, interacting with citizens on the way forward with regards to customer service delivery in Ghana. Mr. Hector Wulff indicated that, the issue of customer service in Ghana is very critical to business growth and our national economy at large. In spite of efforts and investments made by government and corporate Ghana toward customer satisfaction, poor customer service delivery is widespread across the industrial spectrum and in all sectors of our national economy. Citizens are getting fed up with the way they are treated by service providers, particularly the public sector, utility services, telecommunications, services at our ports, shoddy projects executed by contractors, service delivery in our health and educational institutions, and the financial sector as well. Hence the need for this awareness creation tour as a prelude to the launch of the massive national campaign for customer service excellence in partnership with the government of Ghana and corporate Ghana. The Ghana customer service development initiative, launched in October 2010, gave birth to the GHANA CUSTOMER SERVICE AWARDS, the GHANA CUSTOMER SERVICE WEEK AND ANNUAL CONFERENCE and ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE-GHANA, of which Mr.Wulff serves as the Executive Director.

GHANA TO LAUNCH NATIONAL CAMPAIGN FOR CUSTOMER SERVICE EXCELLENCE

The Organisation for Customer Service Excellence-Ghana, a leading national advocate for customer service excellence, will, in December, this year, launch the National Campaign for Customer Service Excellence. The two-year campaign, the first of its kind in Ghana which will be organised on the theme: ‘Making Customer Service a National Priority for Business Growth and Economic Development,’ forms part of its Ghana Customer Service Development Initiative. The campaign, dubbed, ‘Ghana— A Call To Excellence In Customer Service,’ seeks to partner the government of Ghana and the private sector to promote a national culture for customer service excellence through mass public education, advocacy and awareness creation, and to strengthen the capacity of the citizenry and players of the national economy to put the customer first and recognise him as a major stakeholder in service delivery. The campaign will undertake mass public education and awareness creation programmes across Ghana, including public lectures, symposia, conferences and road shows. It will also employ the medium of print, broadcast, online, and billboards to reach out to the general public, so as to encourage attitude and perception change by employees, employers and general public on customer service. Mr Hector Wulff, the Executive Director of the Organaisation for Customer Service Excellence-Ghana, in a statement issued in Accra, indicated that a survey conducted by the organization revealed that poor customer service delivery was widespread across the industrial spectrum and in all sectors of the national economy. The survey, Mr Wulff said, revealed that 9 out of every 10 persons interviewed at random were frustrated on the state of customer service delivery in Ghana. “Citizens are getting fed up with the way they are treated by service providers, particularly the public sector, utility services, telecommunications, services at our ports, shoddy projects executed by contractors, service delivery in our health and educational institutions, and the financial sector, among others,” he said.

ABOUT THE THIRD GHANA CUSTOMER SERVICE WEEK AND CONFERENCE

3RD GHANA CUSTOMER SERVICE WEEK AND SERVICE CONFERENCE UNDER THE THEME: “Customer Service Excellence: A key to business growth and National Development” WHY THE 3RD GHANA CUSTOMER SERVICE CONFERENCE? This is an annual gathering of all stakeholders in the service industry in Ghana aimed at sharing ideas, new trends and global best practice, as well as an industrial net working platform as part of the activities to mark the 3rd Ghana Customer Service Week. In the face of increasing competition for customers and growing customer expectations, organisations are beginning to recognize that customer services is the key differentiator in determining customer loyalty. However, in order for organisations to effectively adopt a customer-centric model, it is essential for the business leaders to incorporate ‘improved customer services’ into their mission statement and corporate values, not just adopt it as a short-term tactic. The 3rd Ghana CUSTOMER Service Conference will not only focus on the primary elements of Customers Service and customer care, but also explore the relationship between and Customer Relations Management, Quality Assurance and Departmental Interoperability to determine the impact they each have on the overall customer experience Benefits of attending the 3rd Ghana Customer Service Conference: • Learn the techniques to build a customer focused organisation to drive profits • Measure customer experience through new techniques and strategies to retain existing customers • Use social media to benefit from the power of ‘word of mouth’ and referrals to attract new customers • Develop a customer centric culture and strategy that will raise your service standards and improve your customer satisfaction, retention and loyalty • Focus on enhancing employee and customer engagement to increase quality of service and delivery Who should the 3rd Ghana Customer Service Conference? • Banking, Finance, Insurance • Telecommunications • Hospitals • Universities and Schools • Government Entities • Utilities • Transport and Airlines • Hotel Groups • Retail

THIRD GHANA CUSTOMER SERVICE WEEK LAUNCHED

Initiated by the International Customer Service Association in 1988 and in line with the International Customer Service Week activities, Ghana will join the rest of the world in celebrating customer service excellence in October, this year. Customer Service Week is an annual national event devoted to recognising the importance of customer service and its impact on business, and the economy at large. The national theme for this year’s celebrations, the third in a series in Ghana, is Customer Service Excellence: The Key to Business Growth and National Development. Activities marking the celebrations include a media engagement, Ghana Customer Service Conference, Ghana Customer Service Awards and Dinner Dance and the Ghana Customer Service Awareness Walk and Brands Parade to climax the week-long event from the 7th to the 12th of October, 2013. It is being organised by the Organisation of Customer Service Excellence, Ghana (OCSEG) in collaboration with Which Africa Magazine and STRATCOMM Africa. In an address to launch the celebrations in Accra on Thursday, Mr Hector Wulff,the founder of the Ghana Customer Week, noted that the Customer Service Week had become a global week to celebrate excellence in customer service and to appreciate the role of customers in business growth and sustainability. Mr Wulff said as Ghana positioned itself as an emerging business and investment hub on the African continent, there was the need to place premium on achieving a national culture of customer service excellence in accordance with international best practice. This, he said, would enhance consumer and investor confidence towards a good business environment, leading to a sustained growth of the national economy.

2013,3rd GHANA CUSTOMER SERVICE WEEK TO BE LAUNCHED

GHANA CUSTOMER SERVICE WEEK is an initiative of the ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE-GHANA(OCSEG)in partnership with the GOVERNMENT OF GHANA(OFFICE OF THE PRESIDENT,PUBLIC SECTOR REFORM SECRETARIAT )and the GHANA CHAMBER OF COMMERCE AND INDUSTRY

On the 7th - 12th of OCTOBER 2012, Ghana will join the rest of the world to celebrate the international CUSTOMER SERVICE WEEK, as part of the International Customer Service week celebrations, which is normally celebrated within the first full week of October. Initiated by the International Customer Service Association in 1988, it has become a global week to celebrate excellence in customer service and to appreciate the role of customers in business growth and sustainability. Each year, thousands of businesses around the world celebrate Customer Service Week. It’s an international event devoted to recognizing the importance of customer service and honoring employees and businesses responsible for taking care of their customers,The event also serves as a platform for businesses to appreciate loyal customer as well . Ghana Customer Service Week seeks to serve as an Annual National event devoted to recognizing the importance of customer service and its impact on business growth and the national economy, honouring organisations and personalities who work on the frontlines serving and supporting customers. The Customer Service Association launched Customer Service Week in the USA in 1988 and it has since been launched as a concept in other mature service quality industries such as Australia, United Kingdom,Zimbabwe and the United Arab Emirates. Developed for execution by the, ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE-GHANA (OCSEG), Customer Service Week aims to raise the standards of Customer Service across the Ghana through awareness, education and sharing of global best practice.