The maiden edition of the Ghana Customer Experience Summit has taken place in Accra.


The theme for the Summit was A good customer service culture—a marketing tool for national development.


The Summit aimed to put into action the dream of bridging the gap between service quality and customer expectation by teaching, empowering and leading the way to providing a beautiful Ghanaian experience in doing business.


In a welcome address, Mr Etonam Flolu, Managing Director, Eltor Consult, organizers of the Summit, expressed commitment to initiating a new era of change and inspiring a new generation of customer-centric businesses and service providers.


Mr Flolu noted that as government sought increased private sector investment, industries would be established to provide various innovative products and services which should meet customer expectation and give clients the best experience.


He, therefore, urged government, through the Ministry Trade and Industry and the Ministry for Business Development as well as other trade and commerce-related agencies to institute measures to support advocacy and the facilitation of a Customer Service Bureau to oversee the quality of service delivery.


A panel discussion that followed stressed the need for service providers to build a carrier that ensured that every customer was treated with respect, irrespective of gender, age and financial status.


The panel also underscored the importance of recruiting well-qualified personnel to handle service delivery, adding that the customer should walk out satisfied and that services provided should exceed customer expectation.


The panel indicated that to be able to deliver services that met or exceeded customer expectation, service providers required a thorough knowledge about the services they offered.


The panel identified smiling as one most important ingredient and a basic tool that service providers required to be effective.


Source: ISD (G.D. Zaney)