Head of Civil Service calls for improvement in Customer Service

Benjamin Mensah, GNA

Accra, Aug 25, GNA –
Nana Kwasi Agyekum Dwamena, the Head of the Civil Service, has reminded
Ghanaian workers to improve upon their customer service, explaining that the
sovereignty of governance rests with the people.

He said excellent
Customer Service was a sina qua non to rapid national development since the
first impressions formed by a customer of a visitor to an organisation lingered
on and informed the immediate and long term decision and actions of the visitor
to the organisation, which would eventually impact on its fortunes.

By and large, Nana
Dwamena explained, those impressions translated into the national development
process that would help or hurt the nation in its development agenda.

Nana Agyekum gave the
advice, at Parliament, when he addressed participants at the opening of a
three-day training and capacity building programme in Customer Care for 30
persons, at the Parliamentary Training Institute (PTI), at the Parliament
House, in Accra.

The programme is the
maiden to be organised by the Institute since its inauguration last year, and
the participants were drawn from 13 different institutions including
Parliament, the Immigration Services, Ministry of Youth and Sports and the
Electricity Company of Ghana.

Nana Dwamena explained
that that public and civil service workers had a significant role to treat
their customers well to attract their confidence to make the necessary input
into the Government’s development agenda.

He decried the
practice where some front desk workers treated people who visited an
organisation with disdain and disrespect,” as if they are a nuisance,”
reminding participants to maintain a positive composure at work always.

“Even on the cross,
Jesus had a happy expression,” Nana Dwamena said, adding, “We are not
developing at the rate we expect because the way we handle our Customer

The Civil Service Head
underlined that timeliness, prompt response to customer issues and courtesy
were very necessary to good customer service, and said all public service
institutions should have client service centres.

“Even in church,
people are being taught Customer Service,” Nana Dwamena said, adding, “I want
you to go back believing you can be a change agent.”

Mr Emmanuel Anyimadu,
the Clerk of Parliament, in a speech read for him by Alhaji Ibrahim Gombilla,
Deputy Clerk of Parliament, said the growing demand of accountability by
citizens presented a challenge to Public and Civil Servants, and workers in
other autonomous bodies who had a stake in governance.

“Building the capacity
of staff assures the needs and demands of all officers are met, which in turn
helps to sustain institutions we work for as we are equipped with the
challenges of tomorrow,” Mr Anyimadu said.

He stressed on the
need to build on a strong governance sector workforce at a time when public
expectation of improved delivery and good governance and democracy were rising.

Mr Ebenezer Ahumah
Djietror, the Director of Legal Affairs of Parliament, described governance as
“laborious”, which he said required the Arms of Government to be well equipped
for efficient delivery of service.

He called on
Government sector workers to examine themselves to see if they were giving of
their best.

Mrs Gloria Sarku
Kumawu, Head of the PTI, announced that the programme would not only highlight
the importance of Service Standards and Customer Experience, but would also
build on existing knowledge of Customer Service and Customer Care and help the
trainees appreciate and think in a “customer-centric way.”

It would also lay the
foundation for trainees to align behaviours to their organisations’
expectations of its staff in relation to Customer Care Service and develop understanding
of Customer Care and the associated needs.


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