Businesses urged to build staff capacity for better customer service

Businesses have been encouraged to focus on enhancing the skills and capabilities of their workforce to provide outstanding customer experiences. According to Mr Michael Abbiw, CEO of MGA Consulting Ghana Limited, companies should shift their attention from seeking immediate profits to prioritising customer satisfaction, as customers are crucial to the long-term success of any business.

Mr Abbiw introduced two new books by Ms Charlotte Sarfowaa Akan-Duncan, "The Art of Becoming" and "Living the Experience," which explore personal development and the significance of a robust customer service culture.

Customer experience, according to Mr Abbiw, should start right from the creation and marketing of a product or service, continuing through delivery and post-sales activities, rather than being confined to issuing company-branded items or regular services. He emphasized that personal development and customer experience are closely related, stating that exceptional experiences are produced by individuals who consistently strive to improve themselves.

To achieve this, Abbiw said, businesses must also prioritize the growth of their employees, as well as their leaders, who must be committed to personal development.

Mr John Awuah, CEO of the Ghana Bankers Association, highlighted discipline and honest self-reflection as vital components of personal growth. He asserted that customer service reflects values and leadership, and urged young professionals to develop both competence and character while encouraging organizations to strengthen trust with their customers and stakeholders.

Mr Fredrick Nyinaku, Chief Operating Officer of Absa Bank, urged businesses to move beyond mere transactions and consistently deliver value and positive experiences to customers, stating that service excellence should become an integral part of an organization's culture. Customer expectations, he noted, are for honesty and respect rather than perfection.

Mrs Antionette Kwofie, Chief Finance Officer of MTN Ghana, praised the author's contribution to exceptional customer experiences and encouraged individuals to strive for excellence in their fields while contributing to the growth and development of others. Ms Akan-Duncan believed that the publications would inspire personal growth, enable organizations to serve their customers better, and help leaders create environments where people could thrive.

She emphasized that great organizations originate from great people who develop their mindset, character, emotional intelligence, leadership, and genuine concern for others. Ultimately, she stated that better individuals create better teams, better teams form better organizations, better organizations build better communities, and together, they create a better world.