Ho Technical University (HTU) Business School has organised a professional development training workshop for the management and senior staff of the Volta Lake Transport Company Limited (VLTC) to strengthen customer service delivery and mentorship for succession planning. The workshop, held on Friday, April 17, 2026 in Ho, forms part of HTU’s commitment to supporting industry growth through capacity-building.
Led by Prof. Edem M. Azila-Gbettor, Dean of the HTU Business School, the five-member training team engaged participants on two thematic areas; Customer Service and Customer Care, and Mentorship and Talent Grooming for Continuity and Succession. The sessions were tailored to the transport sector, where customer satisfaction, operational efficiency, and leadership continuity are critical to organisational success.
Facilitating the customer service session, Dr. Stanley Glate, lecturer at the Department of Marketing, underscored the importance of effective service delivery in building public trust and enhancing organisational performance. He took participants through practical concepts such as complaint management, service recovery, active listening, and professional communication, emphasisng that passenger confidence is largely influenced by staff responsiveness and professionalism. He further highlighted that quality customer service plays a significant role in promoting passenger safety, satisfaction, and loyalty.
In a presentation on Mentorship and Talent Grooming for Continuity and Succession, Mr. Martin K. Abiemo, assistant lecturer at the Department of Management Sciences highlighted the importance of developing future leaders and preserving institutional knowledge. He explained that succession planning is particularly vital in the transport industry, where operational expertise, safety procedures, and institutional memory must be effectively transferred to ensure uninterrupted service delivery. The session also explored structured mentorship programmes as a means of preparing successors for critical roles while fostering a culture of continuous learning and collaboration.
Prof. Azila-Gbettor urged participants to apply the lessons learned within their departments, stressing that human capital development and knowledge sharing are essential for organisational sustainability.
The training team also included Mr. Francis Ganyaglo and Ms. Jewel Dela Novixoxo, whose contributions supported the coordination and successful delivery of the programme.