ALL SET FOR 2011 GHANA CUSTOMER SERVICE AWARDS

COMPANIES TO BE AWARDED FOR CUSTOMER SERVICE EXCELLENCE

As part of the activities to commemorate the GHANA CUSTOMER SERVICE WEEK, the Organisation for Customer Service Excellence-Ghana, in collaboration with the Public Sector Reform secretariat (Office of the President) and the Ghana National Chamber of Commerce and Industry, will be holding the 2ND GHANA CUSTOMER SERVICE AWARDS, at the British Council on Friday the 28th of October, this year during the CORPORATE GHANA CUSTOMER SERVICE CONFERENCE, under theme: The importance of customer service in Ghana, as a developing economy.

Among the companies to be awarded are City Lights Ghana Limited, Toyota (Gh) Company Limited, Somotex Ghana, Airtel Ghana, Ghana Commercial Bank Limited, DHL Ghana, AP Oil and Gas Limited, Nyaho Medical Centre, Koala Shopping Centre, Noble House Chinese Restaurant, ProCredit Savings and loans Limited, TV 3, ETV Ghana and CHOICE FM.

Meanwhile, the Chief Executive Officer of City Lights Ghana Limited, Mr. Emmanuel Okesson, is to be honoured as the MOST CUSTOMER SERVICE FOCUSED CEO.OF THE YEAR, whiles Mr. Rajesh Narayan, the head of customer service at Somotex Ghana Limited emerges as the CUSTOMER SERVICE PROFESSIONAL OF THE YEAR.

The GHANA CUSTOMER SERVICE AWARDS was instituted last year to serve as a leading national awards dedicated to raising the standards of Customer Service throughout all industries in Ghana, towards the attainment of a National Customer Service Culture, serving as an Annual National event devoted to recognising the importance of customer service and honouring organisations and personalities who a committed to customer service excellence.

ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE GETS NEW DIRECTOR FOR EDUCATION AND TRAINING

A Brief Biography of Mr. Jules Buer Nartey-Tokoli Mr. Jules Buer Nartey-Tokoli was born on October 3 1974 at Akosombo to the late Mr. Julius Buerteye Nartey-Tokoli, then Assitant Headmaster at Akosombo International School and Mrs. Regina Drowa Nartey-Tokoli (Nee Caesar), both of Ada. He is the third of four children. Jules started his basic Education at Akosombo International School and continued at Ada-Foah after the passing away of his father. He obtained his O’ and A’ Levels Business education at Ada Secondry School and Aggrey Memorial Zion Sec. School in 1992 and 1994 respectively. He graduated at the University of Ghana in 1999 with a BA Honours degree in Social Work with Sociology. After his National Service at NADMO, Jules was hired by NetAfrique as a Marketing Executive with oversight of ePesewa.com, Ghana’s premier full-cycle e-Commerce web site, in 2000. In year 2002, Jules moved on to co-found Meridian Networks Ltd, an IT company. As CEO, he collaborated with Sky Consult to launch Ghanaemart.com, Ghana’s One-stop Electronic Market in 2006. During his career as CEO, he was a resource person for the Total Quality Care corporate training programmes of Sky Consult (GH) Ltd (Management, Investment and Strategy Consultants) where he did presentations on Quality Customer Care. He also did presentations on Best Practices for CEO’s and Best Practices in Sales/ Marketing at the Best Practices Workshops, also organized by the same company. In June this year, Jules founded Soleil Consults, positioned as a Business Development Services (BDS) firm, with specific focus on micro and small-to-medium sized enterprises (MSME’s). Jules also serves, as the Director of Education and Training for the Organisation for Customer Service Excellence-Ghana,a young but a leading organisation, fostering customer service excellence in Ghana. Since August last year, Jules has been writing the column The Business Strategy Analyst in the Business & Financial Times consistently every Monday. He has so far published over 50 articles on customer care, Sales, Marketing, Communication, Corporate Governance, Management Revolution, Entrepreneurship, Branding, e-Commerce/ e-Market, Information Technology (IT), Education, among others. His passion for quality customer service can be felt in his articles that are designed to challenge the status-quo and champion a paradigm shift in Management as a whole. As a humble person, Jules does not rest on his oars. Thus he is determined to continue to do further research on Management, IT and Society, and observe global trends keenly in order to synergize management, IT and the Social Sciences for wealth creation.

ALL ABOUT THE ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE-GHANA

HECTOR WULFF,EXECUTIVE DIRECTOR:
ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE- GHANA



OUR MISSION IS TO SERVE AS A LEADING AUTHORITY DEDICATED TO PROMOTING AND ENTRENCHING THE CULTURE OF SERVICE EXCELLENCE IN GHANA AND AFRICA AT LARGE.

SLOGAN :CHAMPIONING CUSTOMER SERVICE EXCELLENCE!

AIM:TO ENTRENCH THE CULTURE OF SERVICE EXCELLENCE IN GHANA AND AFRICA AT LARGE.

OUR VISION: TO ACHIEVE A WORLD BEST SERVICE EXCELLENCE CULTURE IN GHANA AND AFRICA AT LARGE.

OBJECTIVES:
1) To pursue customer service excellence through the sharing of best practice and research among stakeholders and the public at large.
2) To mark and celebrate national and international events dedicated to customer service excellence.
3) To advise the Government of Ghana on customer service issues.
4) To be a national awarding body for customer service excellence.
5) To serve as a link of communication between service providers and the public.
6) To organise national and international events dedicated to customer service excellence.


PROJECTS AND INITIATIVE:
1)GHANA CUSTOMER SERVICE AWARDS

2)ORGANISED THE GHANA CUSTOMER SERVICE SUMMIT

3)DEVELOPED AND LAUNCHED THE GHANA CUSTOMER SERVICE WEEK

Email: pensociety1@yahoo.com

Phone: +233-24 1877622

ADDRESS:
P.O.BOX-KN.2254, Accra, Ghana

HECTOR WULFF is the Executive Director of the
ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE-GHANA

Hector is popularly known in Ghana as MR.CUSTOMER SERVICE.
He is a consumer affairs journalist of high repute and a prolific writer.

MR. WULFF,indeed is the true face of customer service in Ghana,a leading authority on customer service in Ghana and a campaigner for the entrenchment of a
National Customer Service Culture.

He has written several articles on effective customer communications in several journals and of various websites both nationally and internationally,with most popular titles known to global customer service practitioners and communicators,as

THE POWER OF CUSTOMER SERVICE SERIES and

THE HIDDEN MAGIC IN SERVICE QUALITY.
Hector Wulff is a member of the national consumer protection stakeholders promulgating and advising government on the Ghana Consumer Protection Policy.

He is currently working on the GHANA CUSTOMER SERVICE EXCELLENCE PROJECT,which is a national customer service standardization initiative for both private and public sector service providers in Ghana towards the attainment of a NATIONAL CUSTOMER SERVICE CULTURE.

GHANA GOVERNMENT AND THE PRIVATE SECTOR ENDORSES GHANA CUSTOMER SERVICE WEEK

GHANA GOVERNMENT AND THE PRIVATE SECTOR ENDORSES GHANA CUSTOMER SERVICE WEEK
GHANA CUSTOMER SERVICE WEEK RECEIVES STAKEHOLDERS ENDORSEMENTS
Ghana Customer Service Week, scheduled for October 3-9, 2011.
Under the theme; “Promoting Customer Loyalty, through Appreciation”,
which seeks to raise the standards of customer service across Ghana through awareness creation, sharing of global best practices and championing customer service excellence in Ghana, have received an official endorsement and a collaborative gesture from the
Public Sector Reform Secretariat (Office Of The President, Republic of Ghana),
In a letter signed by the Ag. Director, Walter Kwao-Anati, on behalf of Hon. Alhassan Azong, Minister of State in-charge of Public Sector Reforms, “The secretariat congratulates you for the bold decision and welcome your collaborative efforts in bringing the customer to the center from the periphery, and that you are therefore welcome to the secretariat’s rich experience in customer relations management to facilitate the planning and celebration of the customer service week”. The letter indicated.
In a related development, the Ag. Chief Executive of the Ghana National Chamber of Commerce and Industry,Mr.Emmanuel Doni-kwame, have endorsed the Ghana Customer Service Week, in a letter indicating “The Ghana National Chamber of Commerce and Industry, recognizes the role of the customer in business development and sustainability and that as a as a leading voice of the business community in Ghana ,the chamber deem it fit to endorse the Ghana Customer Service Week celebrations, as it is in the best interest of the business community in Ghana, encouraging all members to partner or participate in Week long event ”

CITY LIGHTS GHANA ,SUPPORTS GHANA CUSTOMER SERVICE WEEK

City Lights Ghana Limited has presented a cheque of GH¢5,000 to the Organisation for Customer Service Excellence-Ghana (OCSEG), in support of the Ghana Customer Service Week. The week-long event is scheduled for October 3-9, 2011.
Under the theme; “Promoting Customer Loyalty, through Appreciation”.
The week celebration seeks to raise the standards of customer service across Ghana through awareness creation, sharing of global best practices and championing customer service excellence in Ghana.
In a brief remark the Chief Executive Officer of City Lights Ghana Limited, Mr. Emmanuel Okesson, stressed the need for corporate Ghana to reaffirm their commitment to customer service excellence, by sponsoring and participating in the Ghana Customer Service Week.
Mr.Okesson indicated that, “sponsoring the Ghana Customer Service Week is an indication of City Light’s commitment to, the supporting initiatives dedicated to championing customer service excellence” reiterating that “after all, we are in business because of the customer and City Lights will not limit our commitment to customer service excellence”
He made this assertion at a media launch of the Ghana Customer Service Week celebrations.
In acceptance of the sponsorship gesture,the Executive Director of the Organisation for Customer Service Excellence -Ghana (OCSEC),Mr.Hector Wulff,thanked the entire management and staff of the City Lights Ghana for the gesture.
Remarking that this sponsorship is a show of City Light's true commitment to deepening the culture of customer service excellence in Ghana.
Mr.Wulff also used the opportunity to appeal for corporate sponsorship and participation in the Ghana Customer Service Week.

GHANA LAUNCHES NATIONAL CUSTOMER SERVICE WEEK

The GHANA CUSTOMER SERVICE WEEK has been launched in Accra, during the
FIRST GHANA CUSTOMER SERVICE SUMMIT, a national stakeholder’s summit on the development of customer service in Ghana, under the theme: “Sharing best practice and ideas to enhance the culture of service excellence in Ghana”.
The summit was attended by representatives of the business community, government agencies, academia, civil society, and traditional rulers as well.
Hon.Adjei-Baah, the President of the,
GHANA NATIONAL CHAMBER OF COMMERCE AND INDUSTRY, and a Member of Parliament for Nkawkaw constituency, declared the GHANA CUSTOMER SERVICE WEEK LAUNCHED.
In his inaugural speech he noted that, “People have needs, and when those needs are met, service is then provided for those whose needs are met. The fact is that you have not only saved them the hassle of looking elsewhere, but also what you offered them is unique as you treat them as cherished clients.”
Mr Joles Nartey Tokoli, a business strategist, who spoke on the topic: “Customer service in Ghana going beyond lip service”, noted that customer service in Ghana was the typical “I am doing you a favour” mentality. “It is perceived that the customer needs something and when is it done for him or her. The customer is therefore at the mercy of the whims and caprices of the customer service staff,”
Dr.Lloyed Amoah a lecturer at the Ashesi University College, and an expect in the South East Asian affairs, in his key note address indicated the need for Ghana, in pursuance of the culture of customer service excellence, to take inspiration from the level of service excellence observed in South East Asia. Adding that “in Asia ,customer service in not just a culture but a religion”
Mr. Hector Wulff, Executive Director of the Organisation for Customer Service Excellence- Ghana, organisers of the summit and the implementing body of the
GHANA CUSTOMER SERVICE WEEK , said the summit seeks provide the platform for participants to discuss the state of customer service in Ghana, challenges and the way forward towards the attainment of a national customer service culture, with special emphasis on South East Asian experience.
Mr.Wulff indicated that, the GHANA CUSTOMER SERVICE WEEK has been developed and launched in Ghana by the ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE-GHANA (OCSEG)
The Customer Service Week seeks to raise the standards of Customer Service across Ghana through awareness, education and sharing of global best practice.
THE OBJECTIVE OF GHANA CUSTOMER SERVICE WEEK
1) To raise awareness of Customer Service across Ghana.
2) To identify international best practice and learn from it.
3) To remind organisations of their commitment to Customer Service.
4) To boost employee morale, motivation and promote teamwork.
5) To Reward and recognize organizations and individual contribution, and commitment.
6) To champion and entrench customer service excellence in Ghana.
7) To raise the standard of customer service in Ghana.
Who should celebrate the Ghana customer service week?
We are expecting both private and public organisations in Ghana to celebrate. Customer Service Week and attend the Customer Service programmes and events.
Participating organisations represent leading financial, healthcare, insurance, manufacturing, retailing, hospitality, communications, not-for-profit and educational organisations as well as some agencies.
Customer Service Week is not just for organisations, it's also for the public. We encourage the public to share their good and bad experiences with us and post questions for our consultants to answer. Customer Service Week is about raising the standards so the public can have a better experience, whether that experience, be with a retailer, government institution or health authority. Follow us on Twitter, or post questions on our Facebook page.
Ghana Customer Service Week.

CUSTOMER SERVICE BREWED IN GHANIAN POT

Have you ever gotten so angry that you feel your temperature rise, you start to stammer and shake like a leaf? Well, that happened to me today. I felt like I was about to explode and perhaps make the Guinness Book of Records as the first human time bomb!

Now, this might not be a big deal to many of you; but for me, with a typical phlegmatic personality; it is a big deal! Definitely unheard of, no psychology book on character traits ever mentions the quick temper of a phlegmatic. Why? Well, because it's pretty much non existant!

So, here am I this morning at the post office in town trying to post a CD to my older brother. I purchased a padded envelope but due to its rectangular nature and my square shaped CD, it only filled about 2/3 of the envelope. In order to make the package more secure, I folded the extra third over and stuck it tight with the adhesive side of the envelope and cellotape for added security.

With my package firmly closed and addressed neatly I took it to the lady at the counter for her to process it. I cheerfully greeted her with a smile and hearty 'good afternoon' and slipped her my parcel. Without even a smile in return, the lady (who didn't even acknowledge my greeting) looks up at me and in the rudest voice said (in Twi-local language);

'Who told you to seal the envelope like that?'

Me, very surprised replied (in English - for some reason when I am pissed I speak only English - lol) saying;

'What do you mean, sealed it like how?'.

Then she said;

'Who told you to seal the envelope with cellotape'.

At this point, I stood shocked. I just couldn't understand why she was talking to me like that. What did I ever do to her? - I am starting to get really pissed - I spoke back in an equally rude and sarcastic voice;

'How was I supposed to know there were particular rules for the way envelopes should be sealed'.

She went off again accusing me like I was some criminal. I looked at her and said sternly:

'Okay, I didn't know - now I know, so next time I'll know how to deal with it'.

Then -and this is the killer- she looks at me and smirks;

'Now you're talking'.

Now, that last statement was the last straw. Boy oh boy, that did my head in! I snatched my parcel from her and walked away to another lady; determined that if I got similar treatment from her I would just leave. This second lady however was very pleasant. She took the envelope and kindly told me that they needed to see what was inside before sealing it, so she would have to open up. I was like;

'Oh, ok. I didn't know that'.

She then sorted everything out for me and directed me to where I needed to drop it. At that point I told her what happened with the other lady and told her to teach her decent manners. However, I wasn't satisfied. My blood was still boiling for more action. So I went back to the first lady and told her;

'Next time learn how to talk to your customers. You can go to the other lady for lessons'.

She looks at me and says;

'What's your problem, what did i say wrong?'.

I said;

'You talked to me rudely! There is no sign anywhere in this building instructing customers on how to go about sending parcels, so you need to be patient and explain the procedure to the customer, in a pleasant manner. Not shout at them like you did'.

Then, she raises her hand and dismisses me with a wave and says in Twi;

'get lost' (fio ko).

OOooohh, that did it. I looked at her raised my hand, gesturing towards her and said disgusted;

'You are a disappointment and a big shame to this establishment. It is in your best interest to take the advice I'm giving you. As a matter of fact, you should be thanking me for my frankness. The postal service system is dying and soon it will be non existant! It is in your best interest to be nice to customers, thus encouraging them to come again so that you can continue to receive a salary'.

The other pleasant lady I went to earlier then starts calling out to me to please stop. I walked to her and she was like;

'Please, it is okay. I will talk to her'.

With that, I walked out. Everyone there looking at me. Lol. ;p

What do you think of this? What ever happened to Ghanaian hospitality? Or is it because I wasn't a foreigner and so didn't qualify for it? We copy so many things blindly from 'developed countries' - bad and good. Why can't we copy their usually excellent customer service to?

What is our problem? I have no answers, perhaps you do! Do you care to share? I would really want to know.

PS: Oh yea, by the way - I intend to go directly back to no other person but her if I ever have need to go back to the post office again. I would like to see if she has learned her lessons. If she hasn't, well; I'm surely giving her a second dose of my piece of mind. Lol