The Centre for Strategic Business and Professional Development (CSBPD) of GCTU has organized a three-day Front Desk Competency training to equip participants with essential skills for effective front desk management and improved customer service delivery.
The training, which commenced on Monday, October 26, and ran through Wednesday, October 28, 2026, was designed to provide participants with the knowledge and practical skills required to enhance performance in customer service roles, including receptionists, office assistants and hotel front desk attendants.
Beside the roles, the course also focused on both technical and interpersonal skills, including effective communication, time management, the use of technology and problem-solving.
The training also equipped participants to handle customer enquiries, manage front office operations and leverage technology to improve efficiency, while emphasizing professionalism and excellent customer service.
Addressing participants, the Director of CSBPD, Dr. Vera Graham Asante, said customer service has evolved into customer engagement, stressing the need for organizations to build relationships, trust, satisfaction and strong corporate reputations.
The Director further indicated that CSBPD collaborates with industry experts to equip participants with practical skills to create positive impressions and excel in customer service roles.
Speaking on the growing use of artificial intelligence (AI) in customer service, Dr. Graham Asante highlighted the importance of maintaining the human element in customer interactions. “Now that we have AI, a lot of companies moved into full automation, and some are now having to reconsider those decisions because of customer backlash. Because as customers were looking for answers, AI was giving them repetitive responses,” she said.
She added that the diverse nature of customer enquiries makes human interaction an essential part of customer service, particularly when customers are seeking information before engaging a service or purchasing a product.
A Deputy Registrar at the Directorate of Research, Innovation, and Consultancy at GCTU, Dr. Kwame Owusu Afram, who served as a Resource Person for the training, said the training will enhance knowledge in reception management, telephone etiquette and information dissemination. It was to equip participants with the handling of difficult customers, managing enquiries, reception operations and customer relationship management. Dr. Afram said the training forms part of CSBPD’s efforts to strengthen professional competencies and equip workers with practical skills to improve service delivery and workplace performance.
The participants in the training included staff from the Ghana Civil Aviation Authority, Cocoa Clinic, the Ministry of Finance, the Ministry of Communication, Digital Technology and Innovations, and GCTU.
