Front Desk Competency Training Held To Revolutionalize Customer Service
The Professional Development Unit of Ghana Communication Technology has organized a three-day Customer Service Training Programme from 6th to 8th May 2024, at the Vice Chancellor’s Conference Room, Tesano campus.
The event aimed at equipping customer service personnel to develop a personal attitude for excellent service, contribute to building customer service into a culture and make the front desk/reception areas a desirable marketing office to increase customer satisfaction.
In her presentation, the Resource Person, Ms. Josephine Wunpini Akoto, observed that attitudes are often developed as a result of experiences or upbringing and noted that this can have a powerful influence on an individual’s behaviour.
She highlighted some essential rules for customer relations, namely, knowing your customer’s needs, preferences and expectations. Ms. Akoto indicated that customer interactions build relationships, foster trust and create memorable experiences. She elaborated, that Front Desk personnel ought to incorporate in-person interaction, phone interaction and email correspondence in their customer relations and live chat to improve their customer relations service.
Ms. Akoto, underscoring the importance of personal grooming tips, said that the human hair, fingernails, dressing and the entire body are essential to a customer service person. She said, “Your hair should be clean and neatly styled, fingernails must be neatly cut, shaped and clean. Use light and neutral colour of nail polish.”
Ms. Akoto urged Front Desk personnel to be responsive, be active listeners and approachable. She charged them not to stay put in their comfort zones but adapt to the skill of multi-tasking which would give them an upper hand in times of recommendation for their promotions or higher appointment.
