Government agencies and public sectors in Ghana will have a positive turnaround if customer service strategies are included in their work approach and taken more diligently.
This is according to the immediate past head of Marketing and Entrepreneurship at the University of Ghana Business School, Professor Robert Hinson.
According to him, this positivity when portrayed will increase the country’s chances of improving local government administration.
The Professor who is also the author of the book, “customer service essentials”, believes the public sector lacks proper customer service skills which as a result hinders its growth and puts the private sector ahead.
He further emphasized on the need to take seriously customer service requisites as the customers are the primary focus in every business.
Professor Hinson made the comments during the On-Air series’ edition of the Citi Business Festival on the Citi Breakfast Show Monday morning.
“In the public sector for instance, do you know what a blessing it would be if for instance every minister comes into office and produces a customer service strategy, I think Ghana will change forever. The Ghana Investment Promotion Center, less of a headache wondering what kind of customer service would be encountered at the airport, in hospitals, in restaurants, also in hotels,” he said.
Professor Hinson who was speaking on the topic, “Customer service essentials,” added,
“I think if this sort of module is used for public sector for instance, we stand a good chance of improving local government administration and what is done in the ministry departments and agencies. I think strategy is where we should be going now.”
Professor Hinson further stressed on the need for public sector organizations to train constantly to be abreast of emerging issues of customer care.
“One key component of this strategy is that no matter how many customer service training workshops you attend, you also need to keep yourself constantly in tune with what the contemporary issues are and constantly aware of emerging issues in customer events and customer service so training is also a key part of developing this kind of strategy,” he observed.
Strategies to sustain customer satisfaction
Meanwhile, Professor Hinson has been outlining some strategies to sustain customer satisfaction.
“Sometimes the difference between five minutes and 15 minutes is hundred thousand dollars. So I mean you have to quickly react and make a good impression.Do what you say you are going to do. This is about integrity and credibility. Sometimes, we overpromise and under deliver. It is one of the cardinal sins of customer service. The reverse is the desirable situation where you under promise and you over deliver,” he advised.
“Also, listen to your customer, follow up with your customer and then let your customer know you truly appreciate their business.”
In conclusion, he emphasized that, “You need to understand that people who give you business are aware of it so when you begin to act contrary to what they expect of you, you run the risk of losing the business and also run the risk of not looking customer oriented at all.”
The on-air series continues Tuesday at 9:15 am on the Citi Breakfast Show with Sales and Marketing professional, Dr Andrew Akolaa.
He will be speaking on Marketing for maximum results.
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By: Jessica Ayorkor Aryee/citibusinessnews.com/Ghana
