The Board Chairman of Ghana Airports Company Limited (GACL), Mr. Paul Adom-Otchere, has called on staff and stakeholders to appreciate each other’s roles and collectively embrace Service Excellence as an Airport Community to place Kotoka International Airport (KIA) on the global map. He said this at the 2022 Global Customer Service Week celebration launch from October 3 – 7, 2022 under the theme ‘Celebrate Service. This year’s celebration also witnessed the Airport Behavioural Standards Booklet launch.
Mr. Adom-Otchere indicated that Kotoka International Airport has come a long way in Airport Service Delivery has been the proud recipient of the Airport Service Quality Customer Experience Award on three consecutive occasions (Best Airport by Region and Size; 2-5million passengers for 2019, 2020 and 2021. This, he said, is a testament to the many years of consistent efforts to enhance service delivery at the airport.
He expressed appreciation to staff and stakeholders for their dedication and contributions to the successes chalked up, and indicated that the giant strides made in the Customer Satisfaction journey over the years could not have been possible without the support and commitment of staff, stakeholders and customers.
Launch of Airport Behavioural Standards Booklet
Launching the Airport Behavioural Standards Booklet, the Board Chairman reiterated that the overall objective of developing a general standard behavioural guideline is to improve Customer Experience at the country’s airports – regardless of who provides the service.
He further added that the handbook’s first edition highlights excellent service standards which have been developed in partnership with cherished stakeholders. “This handbook is part of GACL’s performance enhancement strategies toward improving performance in the ACI Airport Service Quality Programme and delivering an enhanced customer experience at our airports,” Mr. Adom-Otchere said.
He urged staff and stakeholders to put their shoulders to the wheel in delivering outstanding Customer Experiences in line with defined Service Standards at the airports.
- Eric Prempeh, Customer Service Manager, on his part affirmed that the celebration of Customer Service Week is to highlight the essence of Customer Service while recognising the people who serve and support customers daily.
He urged stakeholders to come together and offer a bouquet of world-class service experiences in a manner that leaves passengers with no choice but to select Kotoka International Airport over and over again.
Another significant highlight of the launch was signing the Service Pledge by Management, Staff and Stakeholders present at the event. The Service Pledge is basically a commitment by all to work together as a team in delivering outstanding customer experiences to passengers and stakeholders.
The Customer Service Week is expected to be observed at all GACL operated airports in Ghana, and will feature activities such as an Airport Service Quiz, GACL goes Sporty, Photo Booth Sessions with passengers, Departmental Customer Service Awareness forum, and Management’s visit to Agencies operating at the airport among others.