Regular Ground Rounds Meeting – August 4, 2024
Presenter: Mrs. Marbloe Joyce, ELR-Commercial Banking, Ecobank
Topic: Customer Service
Today’s Ground Rounds presentation was delivered by Mrs. Marbloe Joyce from Ecobank’s Commercial Banking division. Her topic focused on the importance of Customer Service, a subject she described as relevant across all workplaces and industries.

Madam Joyce opened her presentation by emphasizing that customer service continues to be a major challenge, regardless of where one works. She centered her talk on one fundamental issue that affects everyone—attitude. She explained that our attitude towards work and life should be a conscious part of who we are. A positive attitude, she noted, helps not only in building character but also contributes to organizational growth, customer satisfaction, and overall productivity.

According to Madam Joyce, a bad attitude affects everyone around you and can hinder both personal and professional progress. In contrast, individuals with a good attitude are more likely to be noticed and promoted than those with a poor one. She stressed that attitude is key to everything we do in life.

If you show a bad attitude to your patients, you’re damaging the reputation of your institutions she said. You may never have a second chance to make a good impression.
She introduced the concept of what truly makes life 100%. While people often believe that knowledge, love, money, or leadership are the keys, she argued that attitude is what truly makes life complete. With a bad attitude, she said, you will never reach 100%. But a good attitude can take you all the way.

Encouraging staff at JFKMC, Madam Joyce reminded doctors, nurses, and support teams that everyone wants to reach the top, but the journey begins with showing the right attitude. She urged employees to leave their personal problems at home and wear a positive mindset at work. Even faking a smile for a week, she said, can eventually make it part of who you are.

She spoke about the importance of wearing the right attitude because you never know who you’re interacting with—it could be a boss in disguise. She emphasized that having the right attitude could elevate JFK to greater heights. Do your work with passion and pride. Focus on your patients because your workplace is where you chose to be—give it your best, she added. Always smile with your customers.

Madam Joyce also encouraged managers and supervisors to appreciate their staff and motivate them. Even a cleaner deserves to be respected, she said. She cautioned that many good people leave organizations not because of the job, but because of how they’re treated. We are ambassadors of the places we work, she said. Let’s leave a legacy.
She reminded the audience that first impressions matter, as they could be engaging with someone who holds power or influence without knowing it. She emphasized the need for internal customer service—how supervisors treat their own employees—and encouraged staff to be accountable, punctual, and excellent in communication. Go the extra mile, she said. “You don’t know whose life you’re impacting with your attitude.
To conclude, Madam Joyce left the audience with this reminder, Attitude is the most important key in life.
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Remarks from JFK Leadership:
Dr. John Emmanuel Tamba, Chief Medical Officer, thanked Madam Joyce for her insightful presentation. He urged all staff—doctors, nurses, and support workers—to put the lessons into action. He emphasized that JFK’s image must be built on compassion and empathy. If staff attitudes toward patients are poor, he warned, management will have no choice but to take disciplinary action.

Mrs. Bendu K. S. Mensah, Deputy Chief Executive Officer, echoed the call for a mindset shift. Changing minds means changing attitudes, she said. She encouraged all staff to work wholeheartedly, reminding them that promotions often come as a result of service, not just salary. It’s not always about the money—it’s about how well you serve.

Prof. Robert M. Kpoto also expressed gratitude to the presenter. He told the staffs, Your attitude determines your altitude. He praised the hard work being done at JFK and stressed that it is not the building that makes the hospital great—it’s the people. He cautioned staff to be mindful of how they treat patients and visitors, saying, “You never know who you’re interacting with.

Dr. Linda A. Birch, Chief Executive Officer of JFKMC, closed the session by encouraging all employees to take full advantage of the presentation. She announced that the administration will arrange a seminar dedicated to customer service. Without patients, we wouldn’t be here, she reminded them. Even if salaries are not enough, let’s take our jobs seriously and serve with love and a smile.