The first National Tourism Customer Service Week was officially launched at Labadi Beach Hotel on 3rd August, 2021.  For the first time as an industry Ghana joins the rest of the world in highlighting global customer service week.  They have created a framework to reach their objectives including to recognize, appreciate and celebrate employees, recognize and appreciate customers, and also businesses for their efforts in providing the best in customer service. 

The Service Excellence Foundation leads the initiative and outlined the activities that will be part of the upcoming National Customer Service Week scheduled for the 4^th – 8^th October, 2021. “Covid -19 has shown us why we must value and cherish our customers as an important part of our business,” said Executive Director of the Service Excellence Foundation Ghana, Caleb Kofie.  “The purpose of our gathering is from this day forward [to] build the right synergy together working collaboratively to embrace and promote this notable national initiative under the auspices of the Ghana Tourism Federation in partnership with the Ghana Tourism Authority and Ministry of Tourism Arts and Culture,” he continued. 

The Service Excellence Foundation is a non-profit organization that was founded in 2013 with an objective to develop, support and promote service excellence initiatives.  Kofie said this is done through research advocacy and human resource training within the tourism and hospitality sector of Ghana.  As the lead on this inaugural event, Kofie says the theme for this year’s program is “Redefining Excellence Through Service Experience.”  As Ghana continues to be a preferred travel destination, the need to improve the customer service experience has become more apparent.  

Deputy Minister of Tourism, Arts and Culture, Mark Okraku-Mantey delivered the Keynote address at the media launch. The deputy minister said that customer service should be something easy to do because of the saying ‘Do unto others what you want them to do unto you’.  He said “Customer service shouldn’t be a problem because we all know how we want to be treated.”  In speaking on some of the existing challenges he shared personal experiences that many could relate to and reminded everyone about the influence of referrals. “The most powerful promotional tool is word of mouth,” the deputy minister said.  People have the power to destroy a business simply by their reviews and what they tell their circle of friends and family. He went on to suggest that we will need to change our mindset about how we treat people to provide the best services. 

Caleb Kofie outlined the activities that will be part of the upcoming customer service week. He said there were plans to award hard working employees within business establishments. Highlight the  raise exceptional customer service delievery levels

Throughout the week businesses will be branding their establishments with the official logo of the customer service week. They want to highlight the importance of customer service in a stakeholder’s dialogue through an Experience Leadership Summit. Industry players will come together and will be an opportunity for a national conversation on the role and impact of customer service.

  On April 15, 2021, Africa World Airlines (AWA), made its inaugural flight from Kotoka International Airport (KIA) to the newly completed Ho Airport.  This was an exciting day for the Volta Region and for Ghana’s tourism sector overall.  The trip was a test flight and was co-piloted by the Agbogbomefia of the Asogli State, Togbe Afede XI.  He is also the Founder and Co-Chairman of Africa World Airlines.  He told the press that this was a dream come true.

  The flight was boarded by stakeholders in the aviation industry including the Managing Director of the Ghana Airports Company Limited (GACL), Yaw Kwakwa, and Executive Officers of the Ghana Civil Aviation Authority (GCAA).  Traditional leaders and dignitaries were also present for this historic occasion including the Volta Regional Minister, Dr. Archibald Yao Letsa. He hopes the new airport will attract commercial flights and help to bring tourists, businesspeople and potential investors to the region.

  As Ghana continues to be known as the ‘Gateway to Africa’, being able to expand the tourist experience through easier travel is a bonus to the tourism sector.  During the ‘Year of Return’, many visitors expressed their desire to see other regions, but the lengthy road trips on limited road networks was often a concern that kept people to familiar places in Greater Accra and the Central Region.  As Ghana moves into the 10-year initiative of ‘Beyond the Return’ (BTR), being able to diversify the tourist experience is important.  This is especially important under the ‘Experience Ghana’ Pillar for BTR.  With this new airport, it makes travel to the Volta Region faster and can increase visits to sites like the Tafi Atome Monkey Sanctuary, Tagbo Waterfalls, and Mount Afadjato.

  With the addition of the new Ho Airport, stakeholders anticipate that it will encourage more domestic tourism.  At present, the airport is still undergoing the necessary preparations to start receiving commercial flights. Passion Air has expressed interest in flying to Ho very soon. Once the airport if fully operational, it will certainly be a positive boost to the local economy.

By: Ivy Prosper