GACL Celebrates 2024 Customer Service Week

Ghana Airports Company Limited has launched the 2024 Customer Service Week in line with the Global Customer Service Week celebration on the theme ‘’ Above and Beyond’’.

Speaking at the event, the Managing Director of Ghana Airports Company Limited (GACL), Mrs Yvonne Nana Afriyie Opare charged staff and stakeholders to reflect on the Customer Experience journey at Kotoka International Airport (KIA) and the Regional Airports to ensure that Going Above and Beyond sits at the core of daily activities and create a culture where exceptional service is the norm and not the exception.

She indicated that by going above and beyond, KIA will 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. She 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 indicated that 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. To truly stand out we must strive to first anticipate their needs and exceed their expectations. To go above and beyond, we must take the extra step to ensure that our customers feel valued, heard and highly appreciated’’ Mrs Opare said.

Reverend Stephen Wilfred Arthur, Director of Economic Regulations and Business Development, who represented the Director General of Ghana Civil Aviation Authority (GCAA) speaking at the launch, emphasised the vital role of consistent, high-quality service across all touch-points, in order 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.

The Assistant Director, Customer Services, Mr Eric Prempeh in his welcome remarks indicated that the Customer Service Week is an opportunity to acknowledge and appreciate the efforts that dedicated staff and stakeholders put in to ensure that Kotoka International Airport 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 ‘’Customer experience is the next competitive battleground. It is where business is going to be won or lost’’.

Mr Prempeh reiterated that this is 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.

Mr Prempeh cited strides made in the customer service journey from winning various awards in the Airport Council International’s (ACI-ASQ) program 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. This 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.

Another highlight of the event was the signing of the Service Pledge by Management, Staff and Stakeholders present.

The Service Pledge is basically 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, Stakeholder engagements among others.