Sunday, December 14, 2014

Boakye Danquah Memorial Hospital Achieves PATIENTS FIRST

Boakye Danquah Memorial Hospital has been endorsed and recognized as a PATIENTS FIRST dedicated health institution. This was facilitated by the Organisation for Customer Service Excellence-Ghana,led by the National Customer Service Advocate,Mr.Hector Wulff, following a patient care audit and a patient first orientation workshop.
Mr.Hector Wulff presenting the certificate of enforcement and recognition to Dr.Albert Prempeh the Chairman of Hospital

Mr.Hector Wulff presenting the certificate of enforcement and recognition to Dr.Albert Prempeh the Chairman of Hospital

 Dr.Albert Prempeh the Chairman of Hospital with a cross section of the management staff

Dr.Albert Prempeh the Chairman of Hospital with a cross section of the nursing and the care staff

JaneDavis (JD) Fast Foods and Local Chop Bar celebrates 10 th Anniversary


 Mr.Hector Wulff addresses the 10th anniversary ceremony of JaneDavis (JD) Fast Foods as guest speaker on the theme:Enhancing worker customer relationship in business,challenges and the way forward.
  JaneDavis (JD) Fast Foods and Local Chop Bar founded in 1994 on Thursday commemorated its 10th anniversary celebration in Accra on the theme: “Customers and Workers Relationship in conjoined with 10th Anniversary.”
Management of JD Fast Foods cutting the Anniversary Cake
Torgbui David Sodokpo, Chief Executive Officer of JD Fast Food commended workers of the company for their dedication and commitment to the development of the organisation through the years.
He said the company in collaboration with the Organisation for Customer service Excellence-Ghana are equipping the workers with the customer service skills to better serve their clients.
He said the company plans to expand its business to other parts of the country by opening more branches in the Volta and other regions to serve customers in those areas too.
The Chief Executive Officer said the company was adjudged the budget hotel of the year in the just ended Greater Accra Tourism Awards held in Accra.
Mr Hector Wulff, the National Customer Service Advocate who graced the event as the guest speaker, urged business owners to take the worker-customer relationship beyond economic and commercial terms.
He said it is a significant human relationship of mutual dependence that has great impact on the people involved.
He said both workers and their customers have a moral obligation arising from this relationship, bearing in mind that so long as “we remain human beings, buying and selling, exchanging goods and service will always prevail”.
Mr Wulff said for workers to get to the summit of their career and business, they need to deliver excellence customer service as a working attitude.
He urged customers to treat their service providers with dignity and respect.
He commended the management of JD Fast Foods for their focus in serving their customers.

Thursday, October 2, 2014

NATIONAL HEALTHCARE SERVICE EXCELLENCE CONFERENCE HELD



GROUP PHOTO OF PARTICIPANTS


THE HIGH TABLE

A SECTION OF THE HIGH TABLE

CHAIRPERSON: MRS MARGARET TAKYI MICAH, CEO OF NEST OF IDEAS CONSULTING AND THE CUSTOMER SERVICE ACADEMY.

MR. CALEB KOFIE, DIRECTOR, CENTRE FOR CUSTOMER SERVICE
DEVELOPMENT FOUNDATION

MRS. ESTER POKU AIKINS, LECTURER, SERVICE EXCELLENCE, GIMPA AND POLICE COLLEGE

DR. BRYAN COX, CEO, THE SPINAL CLINIC LIMITED

PROFESSOR EDMUND DELLE, FOUNDEROF RABITO CLINIC

A SECTION OF PARTICIPANTS

A SECTION OF PARTICIPANTS

A SECTION OF PARTICIPANTS

SENIOR MEMBERS OF THE HEALTH SECTOR IN GHANA
THE GRATER ACCRA EDITION OF THE NATIONAL HEALTHCARE SERVICE EXCELLENCE CONFERENCE ORGANIZED BY THE ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE-GHANA, HAS BEEN HELD AT THE KAMA CONFERENCE CENTRE, ACCRA, to discourse the state of patient relations in Ghana, challenges and the way forward.
Inspired by overwhelming public complaints and feedback, on the state of patient relations in Ghana and the need for a drastic improvement of patient care in our various health institutions.
The NATIONAL HEALTHCARE SERVICE EXCELLENCE CONFERENCE seeks to serve as a national platform to share global best practice, trends and ideas in patient relations, as well as bring to the fore effective strategies and innovation to enhance patient experience in healthcare service delivery in Ghana. Under the theme; PATIENT FIRST! A KEY TO QUALITY HEALTHCARE DELIVERY IN GHANA
The dignitaries and keynote speakers of the conference were;
CHAIRPERSON: MRS MARGARET TAKYI MICAH, CEO OF NEST OF IDEAS CONSULTING AND THE CUSTOMER SERVICE ACADEMY.
DR. BRYAN COX, CEO, THE SPINAL CLINIC LIMITED
PROFESSOR EDMUND DELLE, FOUNDEROF RABITO CLINIC
MRS. ESTER POKU AIKINS, LECTURER, SERVICE EXCELLENCE, GIMPA AND POLICE COLLEGE

MR. CALEB KOFIE, DIRECTOR, CENTRE FOR CUSTOMER SERVICE
DEVELOPMENT FOUNDATION

Wednesday, September 3, 2014

NEWS RELEASE:NATIONAL HEALTHCARE SERVICE EXCELLENCE CONFERENCE


Stakeholders in the Ghanaian Health sector are expected to participate in the
NATIONAL HEALTHCARE SERVICE EXCELLENCE CONFERENCE,under the theme;
Patient First! A key to Quality Healthcare Delivery In Ghana, on the 26th of September 2014, at the KAMA CONFERENCE CENTRE,to discourse the state of patient relations in Ghana, challenges and the way forward.
Inspired by overwhelming public complaints and feedback, on the state of patient relations in Ghana and the need for a drastic improvement of patient care in our various health institutions,the NATIONAL HEALTHCARE SERVICE EXCELLENCE CONFERENCE ,sponsored by Tobinco Pharmaceuticals Limited, seeks to serve as a national platform to share global best practice, trends  and ideas in patient relations, as well as bring to the fore effective strategies and innovation to enhance patient experience in healthcare service delivery, in Ghana.

Friday, June 20, 2014

PUBLIC SECTOR WORKSHOP ON BETTER SERVICE DELIVERY HELD IN ACCRA

The National Customer Service Advocate and the Executive Director of the Organisation for Customer Service Excellence-Ghana,Mr. Hector Wulff,attends a two day workshop organized by the Public Sector Reform Secretariat at the Presidency, and the Commission On Human Rights and Administrative Justice(CHRAJ) Sponsored by the UNDP.
The workshop seeks to review the status of implementation of Client Service Charters in the public sector as well as validate a draft questioner intended to elicit information on Client Service Charters from all Ministries,Departments and Agencies(MDAs) and Metropolitan,Municipal and District Assemblies through out Ghana.
Mr.Hector Wulff, as a leading stakeholder and government adviser on Customer Service issues has been invited to contribute meaningfully to this development together with other stakeholders as well.
“Ghanaians must not continue to put up with mediocre service delivery from public services.”
The Deputy Commissioner of CHRAJ, Joseph Whittal made the call on Tuesday in Accra at the opening ceremony of a two-day workshop on review and validation of Service Charters in the Public Services organized by CHRAJ and the Public Sector Reform Secretariat (PSRS) under the theme, ‘Client Service Charters-A tool for Improved Service Delivery.’
He said service delivery in the country, which is mostly funded by the taxpayer, was low.
“The available information from the Ministry of Finance that a whopping 70% of revenue accruing to the state annually is used to pay public officials is sobering, and should more than justify the need to reconsider the standard and quality of service rendered by public officials,” he noted.
In line with this, he called for the evaluation and adoption of service charters to serve as guidelines.
“It is the Commission’s intention to give maximum publicity to the client service charters when they are reviewed and adopted in our quest to ensure that service users demand better standards from duty bearers,” the Commissioner said.
“The public service is the implementing organ of government policies and programmes and by adopting client or service charters would be fulfilling a key government commitment of allowing transparency and participation in decisions that affect them,” according to Mr. Whittal.
He stated that improvement in compensation for public officials must be reciprocated by enhancing productivity and improving the quality and standards of services public officials deliver to the public “after all it is their taxes that go to pay these enhanced compensation.”
Meanwhile, Minister of State at the Presidency in Charge of Public Sector Reforms, Alhassan Azong, in a remark, said the workshop would serve as a platform for the review of the implementation of existing Client Service Charters, as well as to validate “a questionnaire, the outcome of which, altogether will help develop a prototype Customer Service Charter for use by all MDAs and MMDAs.”
According to him, improving the performance of public officials is critical to the success of the private and public sectors.
“The image of the public service will improve if the public can expect their requests and queries to be dealt with in a professional and timely manner,” the minister said.




http://www.ghana.gov.gh/images/alhassan_azong_addressing.jpg

Minister of State at the Presidency in charge of Public Sector Reforms, Hon Alhassan Azong


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Hon Alhassan Azong in a group photo with some of the participants







Friday, June 6, 2014

VODAFONE GHANA: CUSTOMERS ANGRY OVER CARELESS CUSTOMER SERVICE

 
Customers of Vodfone Ghana and the entire mobile network consuming public in Ghana, are angry and disappointed over the barrage of intensified bad service delivery they have experienced lately from the network operator,making some consumer protection bodies contemplating on instituting consumer action or demonstration against Vodafone Ghana.
The Executive Director of the Organisation For Customer Service Excellence- Ghana,a leading national advocate for customer service excellence,Mr.Hector Wulff, in an interview with the media regarding his take on the situation,indicated that,this is not the first time the consuming public is suffering at the hands of  Vodafone Ghana for network failure and careless service,they owe us more than an apololog,than those whitewashing empty excuses.
This is not best and standard practice,this is highly intolerable in any part of the world.Mr.Wulff yelled.
Meanwhile,Vodafone has commenced full scale investigations into the cause of its nationwide network outage early this week.
Subscribers of Vodafone were cut off from the rest of the world from Monday night through to Tuesday afternoon.
Subscribers were unable to text, make calls and use the internet following the disruption.
Vodafone which restored the services on Tuesday afternoon says, it has identified the root cause of the outage.
Chief Executive Officer, of Vodafone Haris Broumidis, says the company has instituted a full scale investigation into the incident and will soon provide a detailed report to the regulator, the National Communications Authority, NCA.
Haris Broumidis says Vodafone regrets the inconvenience caused by the network and sincerely apologize to its customers.
“We regret the inconvenience caused by the network outage experienced yesterday and we sincerely apologize to all our customers. Service is now restored and all our customers should be able to make and receive calls, send text messages and browse the internet”, he said.

Yesterday the National Communications Authority directed Vodafone to submit a comprehensive report on the cause of the disruption of its service across the country.
The regulator however did not specify the time frame for which Vodafone must submit the report.
But the NCA in a press statement said the report from the mobile operator must contain into detail the causes of the glitch, services affected, number of consumers affected and plans to avert further occurrences.

Tuesday, June 3, 2014

STANBIC BANK GHANA, COMMIT'S TO CUSTOMER SERVICE EXCELLENCE

Pay attention to Customer Service issues as that will be the key differentiator in our drive to acquire and retain customers.Alhassan Andani,Chief Executive of Stanbic Bank Ghana, declares to staff.
Mr.Andani,who is very passionate when it comes to customer service issues indicated that as part of efforts to institute a culture of good customer service,there will be rewards for those offering remarkable service and sanctions for careless customer service.
“Every member of staff must be conscious of the service that we deliver to the customer,so long as you hold a Stanbic appointment letter and are in official engagement in its name,you are under service watch”.
Mr.Andani Emphasized that “leadership means challenging your self in your chore,challenging the status-quo,and raising the bar in all that you do.
Staff members should be mindful of excellent customer service in setting the standard”
By Mr. Andani's declaration to the staff of Stanbic Bank, on the importance and seriousness of Customer Service,it comes as no surprise when Stanbic Bank Ghana ,offered to sponsor the Official launch of the 4TH GHANA CUSTOMER SERVICE AWARDS, as part of the banks dedication to customer service issues and the development of customer service in Ghana.This year's GHANA CUSTOMER SERVICE AWARDS,is under the theme:“ GHANA, SAY YES TO CUSTOMER SERVICE EXCELLENCE”.
The GHANA CUSTOMER SERVICE AWARDS was first launched on the 19th November 2010 dubbed Voice of the Customer Awards;it is the only national awards dedicated to Customer Service Excellence, best practice and innovation in customer service delivery in Ghana.
In its fourth year, the GHANA CUSTOMER SERVICE AWARDS seeks to showcase achievements in Customer Service delivered by a businesses, organizations and service providers across Ghana.  Endorsed by the MINISTRY OF TRADE AND INDUSTRY, GHANA CHAMBER OF COMMERCE AND INDUSTRY,PUBLIC SECTOR REFORM SECRETARIAT, GHANA TOURISM AUTHORITY AND currently, the Brand GHANA OFFICE, The awards highlight the importance of providing outstanding customer service in today’s challenging economic climate.
The ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE GHANA ,a leading national advocate for customer service excellence is proud to be associated with STANBIC BANK in pursuit of customer service excellence in Ghana,for business growth and economic development.