Ghana Airports Company Limited (GACL) has launched the 2024 Customer Service Week in line with the Global Customer Service Week celebration on the theme: ‘’ Above and Beyond.’’
Mrs Yvonne Nana Afriyie Opare, the Managing Director of GACL, urged staff and stakeholders to reflect on the Customer Experience journey at Kotoka International Airport (KIA) and the Regional Airports to ensure that the theme reflected the core of their daily activities.
She called on them to create a culture where exceptional service was the norm and not the exception.
Mrs Opare, speaking at the launch, said by going above and beyond, KIA would differentiate itself from the competition and establish a reputation for outstanding service.
She said GACL had come a long way in the customer experience journey, a journey fuelled by the quest to continuously raise the customer experience bar in the sub-region with room to do more.
The Managing Director noted the highly competitive nature of the aviation industry and the evolving needs of customers.
Mrs Opare highlighted the importance of customer experience and expressed appreciation to staff, stakeholders, and customers for their contribution to the organization’s success.
She said the theme for this year’s celebration: ‘‘Above & Beyond’’ was a good reminder to enhance customer experience at the various airports.
‘’In a world where customer expectations are constantly evolving, simply meeting those expectations is no longer enough and to truly stand out we must strive to first anticipate their needs and exceed their expectations,” he added.
She said to go above and beyond, “we must take the extra step to ensure that our customers feel valued, heard and highly appreciated.’’
Reverend Stephen Wilfred Arthur, Director of Economic Regulations and Business Development, who represented the Director General of Ghana Civil Aviation Authority, emphasised the vital role of consistent, high-quality service across all touchpoints, to make the overall customer experience pleasant and delightful.
Mr Arthur stressed that customer service should not be reserved for special occasions but should be an ongoing commitment, benefitting both internal and external stakeholders in the aviation sector.
Mr Eric Prempeh, the Assistant Director, Customer Services, GACL, said the Customer Service Week was an opportunity to acknowledge and appreciate the efforts that dedicated staff and stakeholders put in to ensure that KIAt inches closer to realizing the vision of becoming the preferred hub and Leader in Airport Business in West Africa.
He referred to a quote by Tom Knighton that said ‘’Customer experience is the next competitive battleground. It is where business is going to be won or lost.’’
Mr Prempeh reiterated that this was a battle that must be won by renewing service mindsets, refocusing our corporate vision, and realigning our purpose to enhance customer experience at our airports.
He cited strides made in the customer service journey from winning various awards in the Airport Council International’s (ACI-ASQ) programme and the Customer Experience Accreditation Level 1 at KIA and efforts to become the best within the sub-region.
As part of the ceremony, an initiative dubbed: ‘’Spot it, Sort it and Escalate it’’ was launched.
The initiative aims at creating a sense of ownership for all stakeholders at the airport.
It means taking ownership, embracing accountability, personal responsibility and taking proactive steps in addressing issues at the airport and its environs that have the likelihood of impacting negatively on passenger facilitation and experience.
Staff and stakeholders were charged to drive the initiative across respective departments and institutions to make the initiative a success.
There was the signing of the Service Pledge by Management, Staff and Stakeholders present.
The Service Pledge is a commitment by all to work together as a team to deliver outstanding customer experience to passengers and stakeholders.
The Customer Service Week, expected to be observed at all GACL operated airports, will feature activities such as the Customer Service Awareness Forum, Airport Service Quiz, and Stakeholder engagements, among others.
GNA