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.
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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


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MR.WULFF INTERACTING WITH THE HON.ALHASSAN AZONG(MP) AND MINISTER AT THE PRESIDENCY RESPONSIBLE FOR PUBLIC SECTOR REFORM 


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MR.WULFF INTERACTING WITH  MR.ADOBOE,DIRECTOR F&A,PSRS. AT WORKSHOP ON PUBLIC SECTOR CLIENT SERVICE CHARTER
#YesToCustomerServiceExcellence

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A SECTION OF PARTICIPANTS AT THE WORKSHOP

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. 

Thursday, May 29, 2014

STANBIC BANK,SPONSOR'S 4TH GHANA CUSTOMER SERVICE AWARDS LAUNCH





The ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE ,GHANA in collaboration with the
CONSUMER ADVOCACY CENTRE, GHANA, the local chapter of CONSUMERS INTERNATIONAL, have launched the 4TH GHANA CUSTOMER SERVICE AWARDS, under the theme : GHANA, SAY YES TO CUSTOMER SERVICE EXCELLENCE.
The awards launch, sponsored by STANBIC BANK,as part of the banks dedication to customer service issues and the development of customer service in Ghana, was full of splendor and bliss with participants drawn across the industrial spectrum of all sectors of our economy, such as financial, telecommunication, tourism and hospitality, educational, health, media, fashion and beauty service providers, utility service providers and members of the civil society.
The event chaired by MR. Caleb Kofie, Director CENTRE FOR CUSTOMER SERVICE DEVELOPMENT FOUNDATION, with the welcome address and keynote presentation by Mr. Hector Wulff, Executive Director of the ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE, GHANA, who spoke on the topic Customer Service in Ghana, the need for a national campaign for customer service excellence and stakeholder participation towards the development of customer service development in Ghana.
The second speaker was, Prof. Mrs. Goski AlabI, DEAN SCHOOL OF GRADUATE STUDIES, UNIVERSITY OF PROFESSIONAL STUDIES ACCRA (UPSA) AND PRESIDENT, CONSUMER ADVOCACY CENTRE, the awards researchers and statisticians spoke on this year’s awards approach and methodology of which she indicated will be more research based representing the true voice of the customer and the consuming public.
Present to declare the 4TH GHANA CUSTOMER SERVICE AWARDS officially launched, on behalf of the, DEPUTY MINISTER FOR TOURISM, CULTURE AND CREATIVE ARTS, was Mr. David Nana Anim, the President of GHANA TOURISM FEDERATION (GHATOF)
The event ended with an open forum on the way forward to achieve a national culture of excellence customer service delivery, a cocktail and networking session.
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.




ADDRESS AND KEYNOTE PRESENTATION BY MR.HECTOR WULFF,ALSO KNOWN AS MR.CUSTOMER SERVICE,THE NATIONAL CUSTOMER SERVICE AMBASSADOR AND FOUNDER,GHANA CUSTOMER SERVICE AWARDS
A MEMBER OF THE BUSINESS COMMUNITY,REMARKS ON THE STATE OF CUSTOMER SERVICE IN GHANA IN AN OPEN FORUM
A SECTION OF THE PARTICIPANTS AT THE LAUNCH

AN ADDRESS BY PRO.MR.GOSKI ALABI,DEAN SCHOOL OF GRADUATE STUDIES, UNIVERSITY OF PROFESSIONAL STUDIES ACCRA (UPSA) AND PRESIDENT, CONSUMER ADVOCACY CENTRE



CHAIRMAN,MR.CALEB KOFIE'S ADDRESS AND KEYNOTE PRESENTATION
CHAIRMAN'S INTERACTION WITH THE MEDIA
A SECTION OF THE PARTICIPANTS

Tuesday, May 13, 2014

SAY #YesToCustomerServiceExcellence

The issue of customer service is a serious one for both government and the private sector and unless we do something about it collectively as a nation, we are wasting our time and therefore we will not achieve the kind of economic growth we want to achieve.
 GHANAIANS ARE FED UP WITH POOR CUSTOMER SERVICE !
We can no longer accept the culture of poor customer service, either from Ghanaian businesses or Government in­stitutions.

 JOIN HANDS TO FIGHT POOR CUSTOMER SERVICE IN GHANA!
 #YesToCustomerServiceExcellence
:www.customerserviceghana.blogspot.com
https://twitter.com/CseGhana

Friday, April 18, 2014

Organisation for Customer Service Excellence-Ghana present, LAUNCHING!NATIONAL CAMPAIGN FOR CUSTOMER SERVICE EXCELLENCE AND THE, 4TH GHANA CUSTOMER SERVICE AWARDS ON Wednesday, May 28 at 5:00pm-7:30PM VENUE ;KAMA CONFERENCE CENTRE,ACCRA THEME: GHANA, SAY YES TO CUSTOMER SERVICE EXCELLENCE The principal aim of the NATIONAL CAMPAIGN FOR CUSTOMER SERVICE EXCELLENCE is make customer service a national priority for business growth and economic development. The GHANA CUSTOMER SERVICE AWARDS was first launched on the 19th November 2010 dubbed Voice of the Customer Awards; The only national awards dedicated to Customer Service Excellence, best practice and innovation in customer service delivery in Ghana.