XpressGas Limited, a supplier, distributor and marketer of Liquefied Petroleum Gas (LPG) to the Ghanaian market, has held a customer service training workshop for its staff.
The theme for the training is: “The Total Customer Solution”.
Opening the training workshop, Mrs. Maureen Darko, General Manager of XpressGas Limited, said the training aligns with XpressGas’ commitment to delivering excellent customer service to the clients.
“We do not pay lip service to Customer Service culture. Excellent Customer Service is key to our growth as a business. It is our expectation that this training will 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 at XpressGas, 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 in serving the customer, and to find value in conflicts, by talking to people about an issue rather than talking about people.”
Kwesi Nketsia-Tabiri from the XpressGas Swap’N’Go team, a door to door gas delivery service, 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.”