AFRICA
NEWS BULLETIN @ 20h00
4
April, 2016
Radio XYZ93.1FM
Lead Producer:
E.K.Bensah Jr
Assistant
Producer/Presenter: Joshua Quodjo-Mensah
STORIES
- FOCUS: “Frontline Staff cannot deliver what they do not know” – National Customer Service Advocate
- UN SECURITY COUNCIL: Piracy in Gulf of Guinea & UNOWAS Headlines Council Issues...as China Assumes Chair
- AFRICAN UNION: AU Hosts Review Conference on Implementation of UN Security Council Resolution 1540
- WEST AFRICA: Senegalese & re-elected Nigerien President Consider G5 Sahel Counter-Terrorism Force
- EAST AFRICA: Garissa University victims yet to get Shillings15million compensation a year after attack
FOCUS
XYZ Africa News
Bulletin@8
|
Dr.Ayree(L) flanked by Edem
Senanu (R)
|
National Customer Service Advocate Dr. Benonia
Aryee believes delivering what world-class
corporates believe to be an “insanely customer-centric culture”
in Ghana may sound “fluffy and far-fetched”, but it should be
possible.
Speaking
EXCLUSIVELY to E.K.Bensah Jr on the “Africa in
Focus Show”, which commenced a series of discussions on delivering
world-class customer service in Africa, in Season 4, she defined
customer service as essentially “serving the customer” or “taking
care of the needs of the customer” that is supposed to be
professional and of high quality.
That said, she
believes the idea of serving eludes Ghanaians as a culture. For
example, there is a culture characterised by one where younger
generation is always serving the older ones. For her, “public
service is very public, but no service.” She avers one answer to
customer service can probably be found in the homes, or at church,
where it translates into serving people.
Dr. Aryee, founder of
Omansi – a business and training consultancy that seeks to improve
customer care service delivery within the Ghanaian service industry –
believes that, the fact that a customer service provider has been
able to serve a client and explained how far they can deliver that
service will normally put the customer “in a very happy place”,
because the customer will believe that “you care for me, and you
are mindful of my needs. You are there to assist me.”
In Aryee’s view,
“once you have that, then you start looking at the processes
involved in being able to deliver this service or the needs of the
customer.” This might involve a number of processes, and one might
find that one or two processes overshadow each other -- possibly
there is no synergy – but one can seek to improve it as one goes
along.
For his part,
Management & Development Consultant Edem Senanu believes, the
core of customer care is about satisfaction. In his view, some skills
cannot be learnt from the home (eye contact; smiling etiquette). Once
people learn how these soft skills can positively-impact businesses,
they begin taking customer service a bit more seriously. For him, it
is not the fact that there is either a manual, Charter or framework
on customer care that people will have it delivered – for which
reason institutions, such as the UNDP, come in to encourage us to go
a step further.
Senanu believes
customer service should be common-sense for Ghanaians: [cue AUDIO
1- Senanu]
For Dr. Aryee,
customer care should involve communication and processes: [cue
AUDIO 2 – Dr. Aryee]
That
was Dr. Aryee speaking exclusively to my producer for the “Africa
in Focus” Show.
UN
SECURITY COUNCIL:
China
assumed the Presidency of the Security Council 1 April, with a plan
to organise two debates.
UN
Secretary-General Ban Ki-Moon will brief at the open debate on
terrorism's threat to international peace and security. The second
open debate will focus on piracy in the Gulf of Guinea in the context
of consolidating peace in West Africa. UN Office for West Africa &
Sahel (UNOWAS) Dr Ibn Chambas is expected to brief the Council.
Late
March saw France reviving negotiations on a Council outcome on
Burundi, with a decision to circulate a draft resolution expressing
the Council's intention to strengthen the UN's presence there through
a police component.
Other
African issues the Council will consider include Central African
Republic; Cote d'Ivoire; Libya; Somalia; and South Sudan .
AFRICAN
UNION:
From
6-7 April, the African Union will host the Assistance and Review
Conference on the Implementation of UN Security Council resolution
1540.
According
to the Institute of Security Studies, the conference adds to a long
list of actions undertaken to facilitate the implementation of the
resolution on the continent.
This
meeting comes in the wake of the 18 February find by Moroccan police
of chemical and biological agents, while raiding a “safe house”
linked to Daesh in the province of El Jadida, on the Atlantic Coast.
It is presumed the agents, possibly toxins, were intended for
terrorist purposes.
In
April 2004, the UN Security Council adopted resolution 1540, which
establishes legally-binding obligations on all UN Member States to
have and enforce appropriate and effective measures against the
proliferation of nuclear, chemical, and biological weapons(WMD);
their delivery systems, including establishing controls. Simply put:
UNSCR 1540 helps prevent terrorists and criminal organizations from
obtaining the world's most dangerous weapons.
It
is believed a surge in terrorist acts on the continent underscores
the relevance of UNSCR 1540 for Africa.
XYZ
Africa News Bulletin@8 will certainly
be keeping a keen eye on the conference this week.
WEST AFRICA:
Although not a member of the G5 Sahel group, Senegal has been quick
to align itself to Niger in considering the establishment of a
counter-terrorism force for the G5 Sahel group.
The idea was proposed by Macky Sall's counterpart -- Nigerien
President Mahamoudou Issoufou – during the second swearing-in of
his second five-year term.
Sall believes that the counter-terrorism force would help confront
terrorism and “many other security threats” dogging the
sub-region.
Still
in West Africa...
A
year after the attack on students of the university in Garissa that
left 148 dead, parents of the students have mounted a campaign to
demand Sh15million that was supposed to be set aside by the Kenyan
government for their compensation.
Parents
have accused Garissa township MP Aden Duale, who is said to have
assured them of Sh15million set aside by the government.
The
parent's Secretary-General George Ojoro says “nothing has been
heard from the government since the attack. The president just said
he will “walk and stand” with us but no action has been seen.”
ENDs
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