Lead Consultant of Seamless Management Solutions and an expert in customer service, Mr. Patrick Fiagbe has observed that excellent customer service is important in every serious academic institution or organization since that is the modern traveller’s expectation in today’s world.
This observation was made during a customer service and attitudinal change training for staff of the cafeteria, lodge and some front desk officers of the institution at the A-Poly Lodge.
According to Mr. Fiagbe, Customer service is the provision of service to customers, before, during and after a “purchase”. He explained that it may vary by product, service, industry and individual customer. He added that perception of success of such interactions are dependent on employees “who can adjust themselves to the personality of the guest”.
The expert further explained that the priority an organization assigns to customer service is relative to components such as product innovation and pricing. He indicated that an organization that values good customer service may spend more money in training employees than the average organization.
He was happy that proactive interviewing of customers for feedback is what the Polytechnic is doing and believes it is a strategy in the right direction.
He revealed that the behavior of the front desk executive is keenly watched by guests or visitors who visit the institution. “Good customer service rendering is all about a simile”, he re-echoed.
Mr. Fiagbe noted that success in every unit is achieved through effective team work if not it could result in failure adding “every worker is important including the cleaners and security officers”.
He recommended that workers should not worry about criticisms but rather focus on their jobs, “if others are sleeping, stand and if they are standing, be outstanding!”.
In her remarks, the head of the Hotel Catering and Institutional Management Department, Mrs. Vida Doku advised the staff to be serious and God fearing in all their undertakings in the office adding “respect each other, be accountable to each, and be each others keeper as a team”.