Front Desk Officers Empowered With Customer Service Skills

The Centre for Strategic Business and Professional Development (CSPD), of GCTU has organized a three-day training programme to boost the customer service skills of Front Desk Officers from 5th to 7th May 2025, at the Forensic Lab, Tesano campus.

The event, aimed at equipping front desk personnel with the skills and knowledge necessary to deliver exceptional service, build strong customer relationships and create memorable experiences.

In her presentation, the Director of CSBPD, Mrs. Araba Hackman Akanji and a Facilitator highlighted the crucial role of Front Desk Executives (FDE) as the first point of contact between an organization and its customers. By being the “bridge” between the two, they play a vital role in representing the organization, understanding and catering for customer needs. She outlined some key responsibilities of FDE, including:

• Welcoming guests
• Answering calls and providing relevant information
• Managing appointments and messages
• Directing visitors appropriately
• Keeping records and maintaining order at the front desk area.

Mrs. Hackman Akanji, underscoring the importance of a customer, said, that in recognizing the diversity of customers, whether they are individuals or organizations, it is important to tailor services to meet their unique needs, preferences and expectations. She further added that, by doing so, organizations/businesses can deliver effective service, build strong relationships, foster loyalty and drive growth. “This customer-centric approach is crucial for success in today’s competitive market,” she indicated.

Mrs. Hackman Akanji discussed personal grooming, noting that it is essential for boosting self-confidence, projecting professionalism, influencing one’s emotions, making one adaptable to any environment and maintaining a positive and confident demeanor. According to her, good personal habits can contribute to a self-image and this makes a favourable impression on others. “By prioritizing personal grooming, individuals project a positive image, feel more confident in their personal and professional image,” she said.  Mrs. Hackman Akanji also covered the following topics:

• Communication and Etiquette
• Building professional skills
• Time management
• Handling difficult situations with professionalism

The Head of Admissions, Dr. Kwame Owusu-Ansah Afram, who represented the Vice-Chancellor, Prof. Emmanuel Ohene Afoakwa and Management extended his gratitude to the facilitator for her expertise and effort and the participants for their active commitment and engagement in the training. He highlighted the diverse range of programmes offered by GCTU. Dr. Afram stressed on the importance of excellent customer service, urging participants to deliver high-quality service and uphold ethics. He shared the Golden Rule: “Treat others the way you want to be treated.” This timeless principle, he indicated, promotes respect, empathy and kindness. Dr. Afram emphasized that by applying this rule, individuals can foster positive relationships, build trust and create a more harmonious environment.

The training session concluded on a high note with certificates awarded to participants, recognizing their completion and newfound skills.