Tema, April 30, GNA – Miss Gifty Ofori, a
Consultant and Customer Care Specialist of the Trust Training Limited has
called on staff of Metropolitan, Municipal and District Assemblies (MMDAs) to
learn to be emotionally intelligent in handling customers.
She said: “It is true that we are all different, with different temperaments. But in the office, we need to behave in the framework of office etiquette, and try to serve customers the way we need to serve them.”
Miss Ofori made the call at a two-day capacity building workshop for the staff of Tema Municipal Assembly (TMA) to sharpen their skills in customer care, update their knowledge on issues that border on strategies for retaining customers and service delivery.
It was organised by the Ministry of Local Government and Rural Development (MLGRD) as part of the Greater Accra Metropolitan Area-Sanitation and Water Project (GAMA-SWP) and was sponsored by the World Bank.
She said staff temperaments affect their work and customer care practices and therefore there was the need for them to modify them to suit what the organisation expected of them.
“An office may have the best buildings, the best computers, the best workers and the best capital investment, but without customers there will be no business. This therefore makes the customer very important and in fact, it makes the customer king and they must be treated as such,” she said.
Miss Ofori also a resource person at the workshop said: “The customer is our silent pay master. He or she may be far away from us and indirect, but his or her money is what pays us. When he or she refuses to patronise our business, our pay cheque will begin to tremble – there will be no pay for us.”
She said customer satisfaction should always be the first priority and their retention should be the ultimate goal in order for sales to be increased.
Miss Ofori told the Ghana News Agency in an interview that the workshop was also to enhance the communication skills of the TMA staff for them to ensure that whoever they communicate with understood them.
She said they must show empathy, politeness, be diplomatic and more seriously avoid speaking on phone while serving customers, adding; “never show your anger or shout in the presence of customers or frowned upon them or quarrel with clients, such behaviours portray bad image of the organisation.”
She said it was sometimes just hard to get on with some customers, but it would be helpful for the Assembly staff to fake or make effort in linking them, and relating well with them until gradually the real genuine feeling comes up.
Madam Berthat Darteh, the Head of the Capacity Building Secretarial of the MLGRD, expressed gratitude to the Trust Training Limited for taking the participants through the workshop.
She urged the TMA staff to communicate effectively with customers and be responsive to clients’ needs and quality services delivery.
Madam Darteh said GAMA-SWP is aimed at improving sanitation and water supply to low income communities in the 11 Metropolitan, Municipal and District Assemblies in Greater Accra, hence the need of building the capacity of the TMA staff for them to be able to handle challenges that might confront them in the course of their work.