Features
A focus on paedophilia
It looks like paedophilia is growing in Ghana. Maybe I am wrong, but I have been reading about instances of children having been abused. So, I keep asking myself, is paedophilia as a serious crime against children rising in our society? If so, then I wish to draw the authorities’ attention so that they act decisively to hinder its rise.
Wikipedia defines paedophilia as “an obsession with children as sex objects”. It is explained that overt acts, including taking sexually explicit photographs, molesting children, and exposing one’s genitalia to children, are all crimes.
Child abuse is a serious and devastating problem in African countries and all over the world. Hence, in various countries a sex offender registry exists to enable government authorities to keep track of the activities of sex offenders.
The number of children who are abused may, however, be underestimated, particularly in African communities, because such heinous crimes do not come to light or are not reported.
Protecting children
Child abuse is a broad area of injustice or violence against children. According to the World Health Organisation, violence against children includes all forms of violence against people under 18 years old. For infants and younger children, violence mainly involves child maltreatment (i.e. physical, sexual and emotional abuse and neglect) by adults. Girls are at greater risk of sexual abuse.
Child labour, corporal punishment and child trafficking for example also fall under child abuse.
It seems that paedophilia, as an aspect of child sexual abuse, has less been focused on, unlike child labour and child trafficking, for instance. I think it is time to talk about paedophilia in our country.
Paedophilia and other sexual violations against children are a major threat to the achievement of the UN’s Sustainable Development Goals, especially concerning the third goal of good health and well-being, which is devoted to ensuring healthy lives and promoting well-being for all at all ages.
Any form of child sexual abuse is not to be tolerated, and what is nauseating to me is the abuse of children below 13 years. Who in their right senses would have pleasure from a sexual activity with such minors? Paedophiles are, indeed, dangerous loners.
The tricks
Reports indicate that paedophiles usually lure victims with money or gifts.
They can send the children on errands and then drag the victim into a room or a secluded place, as media reports or narrations by victims often tell about how they ended up being subjected to such inhumane treatment.
You also read that the offending adult may strike a friendship with the parents or family members of the targeted child as bait to gain access to the victim.
Such wicked people may also issue death threats to the victim in order to put fear into them to comply.
Vigilance and education
Our society or culture upholds key values, among which is respect for elders by the youth. Hence, a child who refuses to go on an errand for a senior person is often viewed negatively as being disrespectful.
However, if the paedophiles would capitalise on such a lofty ideal of children being obedient, in order to perpetrate child sexual abuse and other crimes, then I think that parents and guardians should be vigilant and train their children to be aware of the tricks by such evil adults.
I support any calls for our chiefs, queens and other leaders of our communities to organise regular participatory durbars to sensitise communities to children’s rights, accountability from adults, and legal procedures against culprits.
Prosecutions and punishments
Sexual abuse against women and children is a global public health and human rights issue. Hence, such abuses should be prosecuted and the culprits punished severely as a deterrent to others.
The establishment of the Domestic Violence and Victims Support Unit (DOVVSU), formerly known as the Women and Juvenile Unit (WAJU) within the Ghana Police Service in 1998 as part of measures to address the situation with domestic and sexual violence in the country, has been laudable.
We still need to work hard to stop paedophiles and other abusers. According to reports, data gathered by the United Nations Children’s Fund (UNICEF) a few years ago showed that Ghana’s statistics on rape and defilement were high.
Nevertheless, data on child protection issues were becoming increasingly available in Ghana and other African countries, according to one study.
Sex offender register
As I mentioned earlier in this piece, in various countries, especially the advanced nations, a sex offender registry has been designed to enable government authorities to keep track of the activities of sex offenders. I think we need to institute a similar sex offender register in Ghana, if not already done. Thank you!
By Perpetual Crentsil
Features
Fix It Fast or Lose Them Forever: The Ever-Rising Importance of Service Recovery in Competitive Industries
Yes, in literature and in practice, differences exist regarding customer service, service failures, and service recovery.
But have you ever considered the latter (service recovery) and its potential impact on service experience, brand building, and sustainable growth?
Well, in today’s fiercely competitive service economy, customer experience has become one of the most powerful determinants of business survival and long-term success.
Across industries, from aviation and banking to telecommunications, hospitality, healthcare, retail, and digital platforms, customers now expect fast, seamless, and reliable service delivery at every touchpoint.
Yet despite technological advancements and operational improvements, service failures remain inevitable.
Systems experience downtime, deliveries are delayed, reservations are misplaced, payments fail, customer inquiries go unanswered, employees mishandle interactions, and digital platforms experience disruptions.
In the midst of these, what increasingly separates successful organisations from struggling ones is not whether failures occur, but how quickly and effectively they recover when they do.
Service Recovery
Simply put, it is the process of fixing a service problem and restoring customer confidence after a failure has occurred.
Examples of service recoveries are; an airline offering compensation after a flight delay, a telecom company restoring interrupted service and providing bonus data, a restaurant replacing a wrongly prepared meal at no extra cost, a hotel upgrading a guest’s room after a booking problem, and finally a bank reversing an erroneous transaction and apologising promptly.
As competition intensifies and customer expectations continue to rise, service recovery is rapidly evolving from a routine customer service function into a critical strategic capability.
Businesses are discovering a hard truth of the modern marketplace: fix customer problems quickly, or risk losing them permanently.
Customers are More Powerful Now Than Ever
Customers now possess more power than at any other time in business history. Digital technology, social media, online reviews, and mobile connectivity have fundamentally changed customer behaviour.
Consumers now easily compare competitors instantly, publicly share negative experiences, switch providers with ease, and influence the purchasing decisions of thousands of others online.
This evolution has made customer loyalty increasingly fragile. A single poor experience can quickly damage years of brand-building effort.
In highly competitive sectors where products and pricing are often similar, customer experience has emerged as one of the few sustainable competitive advantages.
Modern customers no longer evaluate organisations solely by product quality or pricing. Increasingly, they judge businesses by their responsiveness, reliability, transparency, empathy, and effectiveness in resolving problems.
Why Service Recovery Matters More Than Ever
Failures are no longer viewed as isolated operational incidents, especially in competitive service sectors. They are moments that directly influence customer trust, brand perception, and future purchasing behaviour.
Research across service industries consistently demonstrates that customers are often willing to forgive mistakes when organisations respond quickly, communicate honestly, show empathy, and resolve issues effectively.
Conversely, poor recovery experiences frequently create stronger dissatisfaction than the original service failure itself.
For many businesses, the greatest reputational damage does not arise from operational errors, but from delayed responses, poor communication, lack of accountability, and unresolved customer frustrations.
This has elevated service recovery into a central component of customer relationship management and competitive strategy.
Speed, a Competitive Weapon
In the modern service economy, speed is no longer merely operational efficiency; it is a basic customer expectation.
Consumers increasingly expect: immediate responses, real-time updates, fast complaint resolution, and proactive communication. Delays are often interpreted as incompetence, indifference, or organisational inefficiency.
Consequently, organisations are redesigning their service recovery frameworks to prioritize rapid intervention and customer reassurance.
A cursory assessment revealed that some businesses now operate dedicated customer experience teams, 24/7 support systems, AI-powered service platforms, automated escalation systems, and real-time issue monitoring dashboards.
The ability to resolve customer problems quickly is now a major source of competitive differentiation.
Technology Is Transforming Recovery Strategies
Technology is fundamentally reshaping how organisations manage service recovery. Across industries, companies are leveraging artificial intelligence, customer analytics, chatbots, predictive monitoring systems, and integrated digital support platforms.
These tools allow organisations to identify service failures earlier, monitor customer dissatisfaction, automate responses, personalize engagement, and accelerate resolution timelines.
Some organisations now proactively contact customers before complaints are formally lodged, using analytics to identify service disruptions in real time.
This means that the future of service recovery is increasingly preventive rather than purely reactive.
Service Recovery as a Brand Strategy
Forward-looking organisations are now treating service recovery as part of brand management strategy rather than operational damage control.
The logic is straightforward because, acquiring new customers is expensive, dissatisfied customers influence others, and loyalty is increasingly experience-driven.
Businesses are therefore measuring customer satisfaction, response times, complaint resolution rates, customer retention, and net promoter scores more aggressively than before.
In many industries, service recovery performance is now discussed at executive and board levels because of its direct relationship with profitability, reputation, and long-term growth.
A call to action
As industries become more digital, interconnected and customer-driven, service recovery will likely become even more important.
Therefore, organisations that succeed in the future will likely be those that respond rapidly, communicate transparently, empower employees, leverage technology intelligently, treat customers fairly, and place their (customers’) trust at the centre of recovery strategies.
Remember, customers now have more choices, less patience, and greater influence than ever before, a clear message to forward-looking organisations that when service breaks down, recovery is everything. Fix it fast or risk losing customers forever.
Writer: Mohammed Ali
Conflict at work is more common than you might think. According to 2022 research by The Myers-Briggs Company, more than a third of the workforce reports dealing with conflict often, very often, or all the time in the workplace.
Addressing a dispute might feel tense or awkward, but resolving the conflict is typically well worth it in the long run. Whether you are trying to mediate conflict between colleagues or are directly involved. Last week we looked at three and this week is the remaining four steps you can take to manage workplace conflict.
4. Find common ground
The best way to handle workplace conflict is to start with what you can agree on. Find common ground between the people engaging in conflict. If you are directly involved in the conflict, slow down and focus on results instead of who’s right.
If you are the mediator for conflict resolution between coworkers, observe the discussion and help point out the common ground others may not see.
5. Collectively brainstorm solutions
When deciding how to handle workplace conflict, it can be tempting to problem-solve on your own. Sometimes, it feels easier to work independently rather than collaboratively. However, if you want to achieve a lasting resolution, you will need to motivate your team to get involved.
Brainstorm possible solutions together, and solicit input from everyone involved on the pros and cons of each option until you settle on a solution that feels comfortable to everyone. This will help all team members feel a sense of ownership that can help prevent future conflicts.
6. Create an action plan
Once you have created an open dialogue around workplace conflicts, it is time to resolve them. Just like any other work goal, this requires creating a concrete plan and following through.
Create an action plan and then act on it. It does not matter what the plan is, as long as you commit to it and resolve the conflict as a result.
7. Reflect on what you learned
All conflicts offer an opportunity to grow and become a better communicator. Identify what went well and what did not.
Work with your whole team to gather learnings from the conflict so you can avoid similar situations in the future.
