Consistent with our aim of serving our customers better, XpressGas Limited held a customer service training workshop for 20 of our staff on the theme: The Total Customer Solution.
Welcoming the team, Mrs. Maureen Darko, General Manager of XpressGas Limited, expressed her excitement about the training, saying the training was unique as it aligns with XpressGas’ commitment to delivering excellent customer service to the clients.
Mrs. Maureen Darko thanked her team for showing enthusiasm to participate in the workshop and encouraged them to make the most out of the training. “The customer service training fits into our business strategy and I encourage all of us to be actively involved and make the most out of the training. This training is to enhance our expertise and propel us to develop and implement a quality customer service system at XpressGas,” she stated.
The first session of the training delved into the topic: Customer Centric Approach to Customer Service Delivery, and extensively discussed – Customer Dynamics and Its Implications; Customer Service Culture; Effective Internal Communication; Communication in Service Delivery; Telephone Etiquette and Golden Rules to Customer Services.
The second session provided the opportunity for staff to gain practical insights into Service Attitude and Work Attitude; Service Quality vs. Corporate Brand and Managing Customers Difficulties and People Problems.
The facilitator for the training was Mr. Kweku Adumatta, a corporate training consultant.
Staff share their experience
Unified Petroleum Price Fund (UPPF) manager, Esther Parden, said the customer service training has helped her to understand customers better: “I have learnt to reposition myself to meet the customer’s needs. To address promptly the challenges I face, and to find value in conflicts, by talking to people about an issue rather than talking about people.”
Kwesi Nketsia-Tabiri who’s on the Swap’N’Go team shared his experience from the training: “The training has empowered me to effectively discharge my duties. I have learnt to put the customer first and to have an open mind. I have also learnt that tagging others as difficult means I myself am difficult.”
Acting Head of Business Development, Ms. Jessica Foli also shared her experience, saying “the training has equipped me to better understand the needs and expectations of customers. I have learnt to be a customer centric person and I have also learnt a lot about telephone etiquette.”
A group photograph of staff and the facilitator after the training.