GACL highlights commitment to customer-centric initiatives across all airports

Ghana Airports Company Limited has launched the 2024 Customer Service Week in line with the Global Customer Service Week celebration, with the theme “Above and Beyond”.

Speaking at the event, the Managing Director of Ghana Airports Company Limited (GACL), Mrs. Yvonne Nana Afriyie Opare, charged staff and stakeholders to reflect on the Customer Experience journey at Kotoka International Airport (KIA) and the Regional Airports.

She emphasised the importance of ensuring that Going Above and Beyond is at the core of daily activities, creating a culture where exceptional service is the norm and not the exception.

Mrs. Opare stated that by going above and beyond, KIA will differentiate itself from the competition and establish a reputation for outstanding service. She acknowledged the competitive nature of the aviation industry and the evolving needs of customers.

She highlighted the organization's progress in the customer experience journey, driven by the goal of continuously raising the customer experience bar in the sub-region. Mrs. Opare expressed gratitude to staff, stakeholders, and customers for their contributions to the organization's success.

The theme for this year's celebration, “Above & Beyond,” serves as a reminder to enhance customer experience at the various airports.

Mrs. Opare also emphasised the importance of anticipating customer needs and exceeding their expectations to truly stand out.

“In a world where customer expectations are constantly evolving, simply meeting those expectations is no longer enough. To truly stand out we must strive to first anticipate their needs and exceed their expectations. To go above and beyond, we must take the extra step to ensure that our customers feel valued, heard and highly appreciated” the GACL MD said.

Reverend Stephen Wilfred Arthur, Director of Economic Regulations and Business Development, represented the Director General of Ghana Civil Aviation Authority (GCAA) at the launch, emphasising the vital role of consistent, high-quality service across all touchpoints to make the overall customer experience pleasant and delightful.

Mr. Arthur stressed that customer service should be an ongoing commitment, benefiting both internal and external stakeholders in the aviation sector.

Mr. Eric Prempeh, Assistant Director of Customer Services, welcomed attendees and highlighted the Customer Service Week as an opportunity to acknowledge and appreciate the efforts of dedicated staff and stakeholders in achieving the vision of becoming the preferred hub and Leader in Airport Business in West Africa.

As part of the ceremony, an initiative called “Spot it, Sort it and Escalate it” was launched to create a sense of ownership for all stakeholders at the airport. This initiative aims to address issues that may negatively impact passenger facilitation and experience.

Another highlight was the signing of the Service Pledge by Management, Staff, and Stakeholders present. The Service Pledge is a commitment to work together as a team to deliver outstanding customer experience to passengers and stakeholders.

The 2024 Customer Service Week, to be observed at all GACL operated airports, will include activities such as the Customer Service Awareness Forum, Airport Service Quiz, and Stakeholder engagements.