The Keta Municipal Assembly has successfully organized a one-day training workshop focused on Client Service Management Protocols for its staff, aimed at strengthening service delivery standards and enhancing the client experience at the Assembly. The workshop formed part of the Local Government Service’s broader strategy to streamline and formalize client service procedures across all Metropolitan, Municipal and District Assemblies (MMDAs).
The training was officially opened by the Municipal Coordinating Director, Mr. Innocent Komla Gavua, who stressed the importance of upholding professionalism and ethics when attending to clients and visitors. He encouraged participants, especially secretaries and front-desk staff, to take the training seriously, noting that client service skills are vital not only in their official duties but in everyday life interactions.
The Regional Human Resource Manager, Mr. Daniel Korbla Gbolonga, led the facilitation team. He introduced the workshop’s objectives — to assess current client service practices, identify operational gaps, and introduce standardized best practices outlined in the new client service manual. Despite being targeted at selected officers, the workshop recorded participation from staff across various departments of the Assembly.
Mr. Gbolonga explained that the Local Government Service had long operated without a uniform protocol for receiving and managing clients, prompting the introduction of these new protocols. He outlined the six key actors involved in client service management and emphasized that every staff member, regardless of department, must understand the basics of client management procedures.
Participants were taken through modules covering responsibilities of Client Service Officers, importance of proper record-keeping, electronic complaint management, and the need for periodic feedback collection from clients. Mr. Gbolonga urged the Assembly to adopt a Service Charter and to publicize it for transparency and accountability.
He also highlighted the need for all staff to wear official name tags for easy identification and called for continuous monitoring of the client service system. Demonstrations on handling feedback from diverse clients, including PLWDs, disgruntled clients, and high-profile visitors, were conducted, making the training practical and relatable.
In his closing remarks, Mr. Gbolonga recommended regular refresher trainings to keep staff informed of updates in service protocols. He commended the Assembly’s management and participants for their enthusiasm and engagement throughout the workshop.
The training was deemed successful, with participants better equipped to handle client interactions professionally, ensuring a more organized, efficient, and client-friendly atmosphere within the Keta Municipal Assembly.
