We are proud to be championing customer service excellence in Ghana and changing the Customer Service landscape of our motherland, into a world class standard.This is our story, this is our song and we are committed to it. -Hector Wulff, National Customer Service Advocate-Ghana
Thursday, November 8, 2012
GHANA CUSTOMER SERVICE REPORT
GHANA CUSTOMER SERVICE REPORT
PRESENTING ALL ABOUT CUSTOMER SERVICE IN GHANA
TO ADVERTISE,PARTNER OR SPONSOR KINDLY CALL :0241877622
OR EMAIL:ghcustomerservice@gmail.com
Tuesday, October 2, 2012
GHANA MARKS SECOND CUSTOMER SERVICE WEEK WITH CONFERENCE AND AWARDS IN A GRAND STYLE
GHANA MARKS SECOND CUSTOMER SERVICE WEEK WITH CONFERENCE AND AWARDS GRANDLY AT THE BRITISH COUNCIL
After weeks of critical and meticulous observation across the industrial spectrum, the 3rd Ghana Customer Service Awards has been designed to recognize, encourage and reward businesses in Ghana for their positive attitude towards their customers and outstanding contribution and commitment to the development of customer service in the country, a number of individuals, companies and organizations ware presented with awards for their contribution to customer service over the years and for the past 12 months.
The aim of the Ghana customer service awards is to celebrate excellence and professionalism in customer service delivery in Ghana as part of the 2ND GHANA CUSTOMER SERVICE WEEK celebrations.
The Ghana Customer Service Week seeks to serve as an Annual National event devoted to recognizing the importance of customer service and honouring organizations 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 focused countries such as Australia, United Kingdom and the United Arab Emirates.
Developed for execution 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 creation, education and sharing of global best practice.
Mr. Hector Wulff,the founder of the Ghana Customer Service Week and Award, said, the project was to encourage organizations to set standards in customer service in the country.
The Customer Service Awards celebrate hundreds of proponents of customer service excellence, showcasing a vast array of companies and individuals across the country, he said, adding that the national programme had gained prestige within a short time after its launch three years ago.
3RD GHANA CUSTOMER SERVICE AWARDS CATEGORIES
1ST CATEGORY: GHANA CUSTOMER SERVICE HALL OF FAME: THIS CATEGORY OF THE
3RD GHANA CUSTOMER SERVICE AWARDS GOES TO 10 ORGANIZATIONS THAT HAVE SHOWN STRONG COMMITMENT TO THE DEVELOPMENT OF CUSTOMER SERVICE IN GHANA.
THEY ARE :( 1) CITY LIGHTS GHANA LIMITED (2) TOYOTA GHANA LIMITED
(3) SOMOTEX GHANA LIMITED (4) THE SPINAL CLINIC (5) NEST OF IDEAS CONSULTING LIMITED
(6) RLG COMMUNICATIONS (7) ZOOMLION GHANA LIMITED (8) TV3 GHANA
(9) GOLD COAST SECURITIES COMPANY LTD
(10) GHANA CHAMBER OF COMMERCE AND INDUSTRY
2ND CATEGORY: CORPORATE AMBASSADORS FOR SERVICE EXCELLENCE: THIS CATEGORY OF THE AWARD GOES TO 12 ORGANIZATIONS THAT HAVE BEEN CAREFULLY SELECTED ACROSS THE INDUSTRIAL SPECTRUM BY THE AWARDS COMMITTEE, TO LEAD THE WAY WITH A SHINING EXAMPLE AS CORPORATE AMBASSADORS FOR SERVICE EXCELLENCE.
THEY ARE: (1) STATE INSURANCE COMPANY (SIC) (2) NATIONAL INVESTMENT BANK (NIB)
(3)STARLIFE ASSURANCE CO. LTD. (4) VODAFONE GHANA (5) GOIL GHANA LIMITED
(6) VIRGIN ATLANTIC GHANA (7) ELITE KINGDOM INVESTMENT AND CONSULTING LIMITED
(8)ALISA HOTEL (9) AKROMA PLAZA HOTEL (10) JD. FAST FOODS AND RESTAURANTS
11) ASHANTI HOME TAUCH RESTAURANTS (12) EVERPURE GHANA LIMITED
3RD CATEGORY: SERVICE ORIENTED INSTITUTION OF THE YEAR 2012-13;
BANK OF AFRICA GHANA
4TH CATEGORY: PROMISING CUSTOMER SERVICE ORGANIZATION OF THE YEAR 2012-13; JAKA INVESTMENT LIMITED
5TH CATEGORY: CUSTOMER TRUSTED BRAND OF THE YEAR 2012-13;
INDOMIE, MARKETED AND DISTRIBUTED BY MULTIPRO ENTERPRISES LTD
6TH CATEGORY: SERVICE EXCELLENCE PUBLICATION OF THE YEAR 2012-13;
SERVICE MARKETING EXCELLENCE, WITH A TWIST OF CORPORATE SOCIAL RESPONSIBILITY
AUTHORED BY PROFESSOR ROBERT HINSON, AN ASSOCIATE PROFESSOR AND HEAD OF DEPARTMENT OF MARKETING AND CUSTOMER MANAGEMENT AT THE UNIVERSITY OF GHANA BUSINESS SCHOOL, LEGON
7TH CATEGORY: CUSTOMER SERVICE CONSULTANCY OF THE YEAR 2012-13;
MAM CORPORATE RESOURCES AFRICA
8TH CATEGORY: CUSTOMER SERVICE KING AND QUEEN OF THE YEAR 2012-13
THEY ARE: MR.MAXWELL TECHIE; CHIEF EXECUTIVE OFFICER OF MOBILE ZONE GHANA LIMITED (TECNO PHONES), AS CUSTOMER SERVICE KING OF THE YEAR
MRS.BRIDGET MARKWE; CHIEF EXECUTIVE OFFICER OF MIBES HOSPITALITY LIMITED, AS CUSTOMER SERVICE QUEEN OF THE YEAR
9TH CATEGORY: CUSTOMER SERVICE PROFESSIONALS OF THE YEAR; MALE AND FEMALE
THEY ARE: MR.J.N. HALM; HEAD OF CUSTOMER SERVICE AND PUBLIC RELATIONS,
NATIONAL INVESTMENT BANK (NIB)
MADAM REBECCA ANSONG; HEAD OF CUSTOMER SERVICE, TOYOTA GHANA LIMITED
10TH CATEGORY: NATIONAL TRADERS AMBASSADOR FOR CUSTOMER SERVICE EXCELLENCE
OF THE YEAR 2012-13, IS ELIZABETH BONI, THE MD. OF LIZZY COLD STORES
Wednesday, September 19, 2012
ALL SET FOR THE 3RD GHANA CUSTOMER SERVICE AWARDS
Tuesday, September 4, 2012
GHANA'S PRESIDENT TO ADDRESS NATIONAL CUSTOMER SERVICE CONFERENCE
His excellence the President of the Republic Of Ghana,John Dramani Mahama,
is to address the opening session of the 2nd GHANA CUSTOMER SERVICE CONFERENCE,under the theme:Achieving Customer Service Excellence in Ghana;The Role of Stakeholders,as the Guest of Honour,at the British Council,on The 3rd of October 2012 .
The GHANA CUSTOMER SERVICE CONFERENCE,seeks to draw significant insight and strategic approaches in managing the customer care industry in Ghana and to leverage global quality standards, as part of the GHANA CUSTOMER SERVICE WEEK Celebrations.
Meanwhile the President of the republic will receive an award at the event as the SERVICE EXCELLENCE ADVOCATE of the year ,as part of the 3RD GHANA CUSTOMER SERVICE AWARDS in accordance with the programme of the GHANA CUSTOMER SERVICE WEEK, which has been developed and launched in Ghana,by ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE-GHANA(OCSEG),in partnership with the PUBLIC SECTOR REFORM SECRETARIAT(OFFICE OF THE PRESIDENT),GHANA TOURISM AUTHORITY, GHANA CHAMBER OF COMMERCE AND INDUSTRY,CITY LIGHTS GHANA LIMITED ,NEST OF IDEAS CONSULT,TOYOTA GHANA LIMITED,TECNO PHONES,SOMOTEX GHANA LIMITED,THE SPINAL CLINIC AND ALLASHAMS LIMITED.
The Customer Service Week seeks to raise the standards of Customer Service across Ghana through awareness creation, education and sharing of global best practice. THE OBJECTIVE OF GHANA CUSTOMER SERVICE WEEK IS: 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. The GHANA CUSTOMER SERVICE WEEK is designed to highly focus on the business community, the private and public sector, the working class, business students and the public at large. Who should celebrate the Ghana customer service week? We are expecting both private and public sector organisations in Ghana to celebrate. Customer Service Week and attend the Customer Service week 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. What unites them is their intense commitment and dedication to raising the quality of customer service in the Ghana. 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.
Friday, August 3, 2012
INVITATION TO THE 2ND GHANA CUSTOMER SERVICE CONFERENCE ON THE 3RD TO 4TH OF OCTOBER 2012 AT THE BRITISH COUNCIL, ACCRA
TO ALL THE HEADS OF HUMAN RESOURCE,
CUSTOMER SERVICE AND SALES
OR THE GENERAL MANAGERS
INVITATION TO PARTICIPATE IN THE 2ND GHANA CUSTOMER SERVICE CONFERENCE, ON THE 3RD TO 4TH OF OCTOBER 2012 AT THE BRITISH COUNCIL ACCRA,9AM TO 4PM
It is with absolute pleasure that we invite delegate from your organization to participate in the GHANA CUSTOMER SERVICE CONFERENCE, under the theme: ACHIEVING CUSTOMER SERVICE EXCELLENCE IN GHANA; THE ROLE OF STAKEHOLDERS
VENUE: BRITISH COUNCIL ACCRA, DATE: 3RD TO 4TH OCTOBER, 2012 TIME: 8:30AM TO 3:30PM EACH DAY, PARTICIPATION FEE: GH¢350.00 Including snacks, lunch, cocktail, conference materials and certificate of participation.
KEYNOTE SPEAKERS: * MRS.MARGARET TAKYI MICAH: A CUSTOMER SERVICE EXPERT (CEO.NEST OF IDEAS CONSULTING LIMITED)
*PROF.ROBERT E.HINSON: ASSOCIATE PROFESSOR (UNIVERSITY OF GHANA BUSINESS SCHOOL), HEAD OF THE DEPARTMENT, MARKETING AND CUSTOMER MANAGEMENT
*DR.JAMES ATTA NUAMAH: SENIOR LECTURER IN MANAGEMENT STUDIES: REGENT UNIVERSITY COLLEGE OF SCIENCE AND TECHNOLOGY AND JAYEE UNIVERSITY COLLEGE, ACCRA
*DR. BRYAN COX: CEO. OF THE SPINAL CLINIC
*MR.ISDEEP(ISH) SINGH: INDIA, HEAD-GLOBAL BUSINESS DEVELOPMENT, DRISHTI SOFT INDIA
*DR.MRS.GOSKI ALABI: PRESIDENT, CONSUMER ADVOCACY CENTRE AND THE DEAN, SCHOOL OF RESEARCH AND GRADUATE STUDIES IPS, LEGON *MR.J.N.HALM: HEAD OF CUSTOMER SERVICE AND PUBLIC RELATIONS, NATIONAL INVESTMENT BANK (NIB)
Kindly register for participation between now and 14th September, 2012 to enjoy 10% discount at GH¢315.00.
TO REGISTER: Kindly E:mail the name of company and participant at: ghcustomerservice@gmail.com OR CALL: 0241877622 OR 0242960211
Sincerely,
HECTOR WULFF
Monday, July 30, 2012
THE HISTORY OF GHANA CUSTOMER SERVICE WEEK
On the 8th of July 2011, the GHANA CUSTOMER SERVICE WEEK was launched at the British council, by Hon. Seth Adjei Baah, Member of Parliament and President of the GHANA CHAMBER OF COMMERCE AND INDUSTRY.
During the 1ST GHANA CUSTOMER SERVICE SUMMIT,
The national stakeholders summit on customer service development in Ghana.
The summit was well attended by members of the business community, public sector and was graced by traditional leaders as well.
THE GHANA CUSTOMER SERVICE WEEK, under the distinguished patronage of Hon. Seth Adjei Baah, Member of Parliament and President of the GHANA NATIONAL CHAMBER OF COMMERCE AND INDUSTRY, seeks to serve as an annual national event devoted to recognizing the importance of customer service, and honouring organizations and personalities committed to customer service excellence in Ghana as part of the
INTERNATIONAL CUSTOMER SERVICE WEEK.
Historically,
THE INTERNATIONAL CUSTOMER SERVICE WEEK is an event which is normally celebrated within the first full week of October every year.
Since its inception 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 and members of the public service around the world celebrate Customer Service Week.
The event also serves as a platform for businesses to appreciate loyal customer as well.
Since the Customer Service Week was launched in the USA, 1988, it has been launched as a concept in other matured service quality oriented countries, such as Australia, Canada, United Kingdom and the
United Arab Emirates.
THE GHANA CUSTOMER SERVICE WEEK HAS BEEN DEVELOPED AND LAUNCHED IN GHANA BY:
ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE-GHANA (OCSEG)
The Customer Service Week aims to raise the standards of Customer Service across Ghana through awareness creation, 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.
2) TARGETED AUDIENCE:
The GHANA CUSTOMER SERVICE WEEK is designed to highly focus on the business community, the private and public sector, the working class, business students and the public at large.
Who should celebrate the Ghana customer service week?
We are expecting both private and public sector organisations in Ghana to celebrate. Customer Service Week and attend the Customer Service week 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. What unites them is their intense commitment and dedication to raising the quality of customer service in the Ghana.
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.
Saturday, July 28, 2012
A BOOK ON SERVICE MARKETING EXCELLENCE LAUNCHED
SERVICE MARKETING EXCELLENCE is a textbook with a twist of corporate social responsibility, which addresses the deep challenges facing service managers in their bid to deliver superlative service to their various customer audiences. The publication focuses on showcasing key steps in the formulation of a solid service strategy and sheds light on how service firms can empower their internal customer (employee) audiences to delight themselves internally and extend the same courtesy to external customers.
Authored by Robert E.Hinson, an Associate Professor at the University of Ghana Business School, where he also serves as Head of the Department of Marketing and Customer Management .He also holds an Associate Professor position at the University of Free State Business School in South Africa, where he lectures Service Marketing on the MBA programme.
The book has been endorsed by the ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE –GHANA, as a total Mantra for Service Excellence delivery, recommended for all who are in the service industry.
In his words to endorse the book on SERVICE MARKETING EXCELLENCE to the media, Mr. Hector Wulff, the Executive Director of the ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE –GHANA, a leading national authority and advocate for customer service excellence, emphasized that just as the Bible is important to all Christians and the Quran is to Muslims; This book is undoubtedly a total Mantra for all in the business of service delivery.
Friday, July 13, 2012
SECOND GHANA CUSTOMER SERVICE CONFERENCE SOON, ON OCTOBER 2012
THE SECOND GHANA CUSTOMER SERVICE CONFERENCE TAKES PLACE ON THE
2nd TO 3rd OF OCTOBER 2012,9am TO 4pm EACH DAY:AT THE BRITISH COUNCIL,
The GHANA CUSTOMER SERVICE CONFERENCE seeks to share best practice in customer service across the industrial spectrum,as part of activities to mark the GHANA CUSTOMER SERVICE WEEK,UNDER THE THEME:ACHIEVING CUSTOMER SERVICE EXCELLENCE IN GHANA; THE ROLE OF STAKEHOLDERS.
KEYNOTE SPEAKERS:1)MRS.MARGARET TAKYI MICAH:CEO.NEST OF IDEAS CONSULTING LIMITED
2)PROF.ROBERT E.HINSON:Associate Professor at the University of Ghana Business School, where he also serves as Head of the Department of Marketing and Customer Management .He also holds an Associate Professor position at the University of Free State Business School in South Africa, where he lectures Service Marketing on the MBA programme.
3)DR.JAMES ATTA NUAMAH:SNR.LECTURER IN MANAGEMENT STUDIES: REGENT UNIVERSITY COLLEGE OF SCIENCE AND TECHNOLOGY AND JAYEE UNIVERSITY COLLEGE,ACCRA
4)DR. BRYAN COX: CEO OF THE SPINAL CLINIC
5)MR.ISDEEP(ISH)SINGH: FROM INDIA,HEAD-GLOBAL BUSINESS
DEVELOPMENT,DRISHTI SOFT INDIA
6) DR.MRS.GOSKI ALABI:PRESIDENT, CONSUMER ADVOCACY CENTRE
AND THE DEAN,SCHOOL OF RESEARCH AND GRADUATE STUDIES IPS,LEGON
7)MR.J.N.HALM:HEAD OF CUSTOMER SERVICE AND PUBLIC RELATIONS,
NATIONAL INVESTMENT BANK GHANA (NIB)
PARTICIPATION FEE: GH¢350 PER PERSON INCLUDING SNACKS,LUNCH,COCKTAIL,CONFERENCE MATERIALS AND CERTIFICATE OF PARTICIPATION.KINDLY CALL HECTOR AT THE ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE-GHANA ON :0241877622 OR Email::ghcustomerservice@gmail.com
KINDLY NOTE THAT REGISTRATION AND PAYMENT OF PARTICIPATION FEES ENDS ON THURSDAY THE 20TH 0F SEPTEMBER 2012.
ALL PAYMENTS MUST BE MADE WITH CHEQUE, UNDER THE ACCOUNT NAME :
GHANA CUSTOMER SERVICE WEEK
Monday, June 11, 2012
SECOND GHANA CUSTOMER SERVICE WEEK LAUNCHED
Under the theme: ACHIEVING CUSTOMER SERVICE EXCELLENCE IN GHANA; THE ROLE OF STAKEHOLDERS. The 2012, 2ND GHANA CUSTOMER SERVICE WEEK has received absolute endorsement from the business community in Ghana, of which 100 companies are expected to sign up for this most important business event in Ghana and the world at large.
Dr. James Atta Krufi Nuamah, Regent of the Methodist University and the Jayee Institute, has said it is important for entrepreneurs to realize that their customers are the sole means by which their businesses could survive.
"A business cannot survive without its customers and a good relationship with customers determines the future of a business,” he said.
Dr. Nuamah, said this when he officially launched the Second Ghana Customer Service Week in Accra on Friday.
He said, with the primary aim of every business being to create a customer base, every decision taken by any business outfit should be geared towards satisfying customers.
"Advertising may win over new customers, but good customer service would keep them," he said.
Dr. Nuamah said business outfits should endeavor to know the grievances and likes of their customers in order to improve upon their services for the good of both the customers and the businesses.
Dr. Mrs Goski Alabi, Dean, School Of Research and Graduate Studies, who was chairperson for the occasion, said with Ghana being in the global lime-light not only because of its oil find but political stability and tourism, we were bound to improve, which made the provision of excellent customer service a must.
She said it was worth noting that customers had rights and responsibilities and it was important for them to insist on their rights and responsibilities for the services to improve.
The week-long activities to be marked from the 1ST to 5TH of October 2012, would highlight the importance of excellent customer service on businesses and the economy at large,as well as share global best practices in customer service among stakeholders and the public at large.
Wednesday, May 9, 2012
2012,2ND GHANA CUSTOMER SERVICE WEEK TO BE MARKED
Under the theme: ACHIEVING CUSTOMER SERVICE EXCELLENCE IN GHANA; THE ROLE OF STAKEHOLDERS. The 2012, 2ND GHANA CUSTOMER SERVICE WEEK has received absolute endorsement from the business community in Ghana, of which 100 companies are expected to sign up for this most important business event in Ghana and the world at large. This is the programme line up of 2012, 2ND GHANA CUSTOMER SERVICE WEEK 1) 1ST-2ND OCTOBER 2012: ENGAGEMENT WITH THE MEDIA, on the state of customer service in Ghana, challenges and the way forward. 2) 3RD -5TH OCTOBER 2012: GHANA CUSTOMER SERVICE FAIR AND BEST PRACTICE CONFERENCE. VENUE: BRITISH COUNCIL, TIME: 9:00AM-5:00PM DAILY *The official launch of the GHANA CUSTOMER SERVICE CHARTER, the national standard for customer service excellence. *The official launch of the GHANA CUSTOMER SERVICE REPORT, dubbed CUSTOMER SERVICE IN GHANA. Meanwhile, the GHANA INVESTMENT PROMOTIONS CENTRE (GIPC), GHANA TOURISM AUTHORITY, PRIVATE ENTERPRISE FOUNDATION and the GHANA CHAMBER OF TELECOMMUNICATIONS are expected to join the national partnership for the GHANA CUSTOMER SERVICE WEEK, which includes the PUBLIC SECTOR REFORM SECRETARIAT (OFFICE OF THE PRESIDENT), GHANA NATIONAL CHAMBER OF COMMERCE AND INDUSTRY , CITY LIGHTS GHANA LIMITED and NEST OF IDEAS CONSULTING LIMITED.
100 COMPANIES TO SIGN UP FOR 2ND GHANA CUSTOMER SERVICE WEEK
Friday, February 3, 2012
GHANA TO LAUNCH CUSTOMER SERVICE CHARTER AND AWARENESS CAMPAIGN
As part of national efforts to champion and entrench the culture of excellence in customer service delivery across Ghana, the
Organisation for Customer Service Excellence-Ghana (OCSEG), the leading national authority committed to the development of customer service across Ghana, in consultations with its major national stakeholders, the Public Sector Reform Secretariat (Office of the President, Republic of Ghana), Ghana National Chamber of Commerce and Industry and Nest of Ideas Consulting Limited, a leading customer service consultancy firm in Ghana, have designed the GHANA CUSTOMER SERVICE CHARTER (GHCSC 001),the national standard for excellence in customer service.
The aim is to develop Ghana as Africa’s service destination, the GHANA CUSTOMER SERVICE CHARTER (GHCSC 001) seeks to serve as a national initiative dedicated to setting high standards in customer service through the provision of accreditation, certification and validation of customer service excellence in Ghana.
The GHCSC 001 has been designed to guide companies and organisations from both the public and private sector to provide high quality service to the customer.
This is keeping in line with existing laws, rules, regulations, norms, professional ethics and most importantly-customer expectations.
This charter applies to the relationship between organisations from both the public and private sector, and their customers. Therefore, adherence to this charter will ensure total customer satisfaction and retention, leading to organisational growth and profitability.
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