ALERT Hub Ltd Targets Customer Service Skills Gap | Legacy Education Tools
Our Accra-based training company aims to equip junior and middle-level personnel with practical tools for delivering excellent customer experiences
Original article supplied by Legacy Education.
Our Accra-based training company aims to equip junior and middle-level personnel with practical tools for delivering excellent customer experiences
We are pleased to unveil Accra-London Education, Research and Training Hub (ALERT Hub Ltd) - our new professional training company in Ghana. The founding mission is to transform customer service standards by upskilling junior and middle level personnel across a range of industries.
ALERT Hub will provide practical training for employees who interact directly with customers, including receptionists, sales assistants, call-centre agents, administrative officers, supervisors and team leaders.
Its programmes cover customer communication, complaint resolution, professional etiquette and emotional intelligence among many other service imperatives. Training will be delivered at their premises in East Legon, Accra and also through workshops, role-playing exercises, case studies and workplace coaching.
According to the company's founder and Director, Dr Hayford Baah Tawiah, junior and middle-level employees largely shape a customer's impression of an organisation but may receive limited training for that crucial responsibility.
"Customer service is not only the duty of senior management," said Dr Tawiah. " …Imagine investing heavily in a business only for untrained front line staff to drain that investment. The business profusely bleeds in that circumstances and managers may not even know it if they aren’t customer and market focused. The employees who answer calls, welcome visitors, process requests and resolve everyday concerns are the face of the organisation. Our goal is to give them the confidence and practical skills to serve customers with professionalism and care."
The launch comes as businesses in Ghana face growing pressure to retain customers and protect their reputations in an increasingly competitive market. With consumers able to share poor experiences quickly through social media and online reviews, consistent service has become an important business priority.
ALERT Hub works with organisations in sectors such as hospitality, retail, healthcare, education and public administration. It offers open-enrolment courses as well as customised in-house programmes designed around each organisation's service challenges.
The training courses are designed to assess participants before, during and after training, enabling employers to measure improvements in communication, complaint handling and customer satisfaction.
Industry observers say the initiative could help close a longstanding workplace skills gap. While many organisations invest in technical training, customer-facing employees may not always receive structured guidance on how to communicate effectively, manage pressure and respond to dissatisfied clients.
"Our approach goes beyond telling people to smile," Dr Tawiah noted. "Customer service excellence requires listening, empathy, accountability, sound judgement and the ability to solve problems. These are skills that can be taught, practised and measured. But most importantly it needs genuine support at the top of the business hierarchy to realise the gold in it”
As part of its growth strategy, the firm intends to build partnerships with businesses, professional associations and educational institutions throughout Ghana.
With its focus on personnel who handle day-to-day customer interactions, the ALERT Team hopes to help employers build stronger service cultures from the front line upwards, consolidating and protecting their return on investments (ROI).
Registration for the company's first training programmes is expected to open on Monday 24th October 2026. Interested organisations and individuals may contact 0503585084; legacyedu123@gmail.com or visit www.legacyedu.co.uk/alert/ for further information.
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