Management and staff of Ghana Airports Company Limited (GACL) have pledged their continuous commitment towards customer satisfaction, to serve and support customers and colleagues in all that they do at the launch of GACL customer service week.
The launch of the customer service week coincided with the Global Customer Service Awareness week, themed “the Power of Service”, which highlights the importance of Customer Service and of the people who serve and support customers daily.
In his opening remarks, Customer Service Manager of GACL, Mr. Eric Prempeh charged all staff to self-reflect with the view to renewing their commitment towards delivering quality customer service to both internal and external clients.
Speaking at the launch of the week, the Managing Director of GACL, Mr Yaw Kwakwa acknowledged the giant strides made in GACL’s customer satisfaction journey and indicated that it could never have been possible without the support of staff, passengers, and stakeholders. He further indicated that it was the relentless collective effort that won Kotoka International Airport the ‘Best Airport by Region and size in 2019 & 2020 and the most improved Airport in Africa – 2019.
He further acknowledged the extraordinary effort and commitment of staff and stakeholders during the pandemic especially during the period of evacuation flights, reduced passenger traffic and at the restart of operations. This was recognized by Airports Council International (ACI) when the ‘Voice of the Customer’ certificate was conferred on Kotoka International Airport in 2020 for gathering passenger feedback through the Airport Service Quality Departures survey during the pandemic.
Mr. Kwakwa urged staff to put customers first in everything that they do and strive for excellence and improvement at all times. He assured staff of Management’s commitment to uphold service standards and strive within the constraints to ensure that an enabling environment together with the required resources will be available to enable staff perform to the best of their ability.
Other activities outlined for the weeklong celebrations include Management courtesy call and interaction with stakeholders and passengers, Customer Service Fora, interdepartmental Customer Service Quiz and ‘GACL goes Traditional’. The weeklong activities will be observed in all GACL operated Airports namely: Kotoka International Airports, Kumasi Airport, Tamale Airport, Sunyani Airport, Wa Airport and Ho Airport.