The scope of the course included, employee commitment, initiative, innovative, understanding your industry, defining your business, who is the customer, types of customers, needs and expectations. Other chapters included, what is Service, key attributes of Service, delivering Service, moment of truth, the demand of Service Delivery, Customer service, factors which contribute to customer service, consequences of good customer service, consequences of bad customer service, soft skills, customer relationship management, Caring for the Customer, earning customer loyalty. Other topics are keeping Customer’s loyal, effective one-to-one marketing, building a Competitive Edge and Avoiding customer dissatisfaction.

The course ended with wonderful quotes like “The Customer is always right”, “Customer complaints enrich our services”, “Teamwork is our walking stick”, “InternetGhana, my family, my home and my future”
In his closing remarks, the DCEO entreated all staff members to put the valuable lessons taught by the Resource person to use.
The program came to an end with a vote of thanks by the Marketing Manager, who also reiterated the need for members of staff to consider every interaction with the clients a moment of truth.