Telecommunication giant, Vodafone Ghana, has equipped 150 locally owned Small and Medium-sized Enterprises (SMEs) with digital skills on customer service delivery. The training forms part of efforts to mark international customer care week.
Speaking on the Vodafone Care training, Director of Digital Transformation and Commercial Operations at Vodafone Ghana, Angela Mensah-Poku highlighted on the importance for businesses to adopt digital innovation to redefine customer experience.
“Today, SMEs who do business with Vodafone have received training on how to use digital tools to improve customer experience. Customer experience has evolved particularly post the pandemic. Therefore, I urge business to take advantage of today’s training to ensure quality customer experience practices”.
She added “We are an organisation that prides itself of being customer centric. Our customers are at the very heart of all that we do, and we ensure that this mind-set runs across all departments within the organization”.
Madam Mensah-Poku also explained that her outfit has dedicated this month to appreciate Vodafone customers.
“This month, we will be rewarding our customers with high-earned packages and surprises. This is our way of showing our appreciation to them. Also, we have many activities lined-up for our customers”, she said.
The Vodafone Care training featured a leading industry expert, Yvonne Ohui MacCarthy who took participants through the models of delivering exceptional customer service.
According to her, it’s imperative for businesses to invest in customer service delivery to ensure customer satisfaction.
“Customer service is now a boardroom issue which must be discussed at the highest level. Decisions must be made; structures must be put in place and everyone needs to be on board. You cannot take out customer service from the progress of your business. During the Covid-19 pandemic, businesses that weren’t taking customer service serious suffered whilst those that understood it ensured customer satisfaction,” she said.
In an interview, a participant from the Power Project Company, Henrietta Andoh said the training has thought her how to incorporate a two-way communication with her customers since the survival of every business depends on customers.