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Bank of Africa wins Most Customer-Oriented Company of the Year

Bank of Africa has won the most customer-oriented institution of the year 2012 at the just- ended 3rd Ghana Customer Service Awards held at the British Council.

The award ceremony was part of the 2nd Ghana Customer Service week celebrations founded by Mr. Hector Wulff, the Executive Director of the Organisation for Customer Service Excellence Ghana (OCSEG).

Commenting on the award, Mr. Kofi Fumey, the Head of Marketing and Corporate Communications at Bank of Africa said that the experience was surreal, as service excellence has been at the very core of the Bank’s strategy to excel in the banking and finance industry.

Mr. Fumey continued that within the past year, several initiatives have been undertaken both internally and externally in the area of service excellence. Some of these include enforcing code of service conducts to conscientise staff on winning attitudes; behaviours that delight customers; the introduction of customer panel sessions for feedback; and the introduction of Elite Banking services to cater for its high net worth customer segment.

Mr. Fumey thanked the organisers and dedicated the award to hard-working staff of Bank of Africa as well as its esteemed customer, and promised even more superior services ahead.

The conference, themed “Achieving Customer Service Excellent in Ghana: The Role of Stakeholders” , was under the auspices of the Public Sector Reform Secretariat (Office of the President), Ghana Tourism Authority, Ghana Chamber of Commerce and Industry, City Lights, and Nest of Ideas Consulting.

The Ghana Customer Service Week seeks to serve as an annual national event devoted to recognising the importance of customer service and honouring organisations and personalities that work on the frontlines of serving and supporting customers.

The event covered various sectors of the industry, namely: Telecommunications, Banking and Financial services, Consulting, Manufacturing, Retail, Automotive, Health and Pharmaceutics, Airlines, transport etc.

The Guest-speaker at the event, Prof. Charles Blankson, said: “Ghana is regarded as an oasis of peace and stability, and its commitment to good governance is undisputed.

“However, when it comes to excellent customer service, I am afraid there is no accolade to assign because customer service is not seriously taken onboard by businesses.”

He explained that consumer spending is the principal foundation of any market economy, and that customer service is pivotal for the firm positioning of any organisation’s activities.

He urged businesses to delight their customers and differentiate their products and services by adding unique qualities.

The Customer Service Association launched Customer service week in the USA in 1988 and it has since been launched as a concept in other mature, service-quality focused countries such as Australia, the United Kingdom and the United Arab Emirates.

 It was developed for execution in Ghana by the Organisation for Customer Service Excellence Ghana (OCSEG).

Some of the other 12 categories of awards were the Ghana Customer Service Hall of Fame, the Corporate Ambassadors award category, and the Individual category.

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