Customer service in Ghana, the sight from my rearview mirror not good …but there’s hope

In the last three years, Ghana has warmly welcomed all people from the Diaspora under the year of return and beyond the return program. A great initiative encouraging them to come back to their roots. Lots of economic and social activities are carefully designed to welcome the presence of over 1.5 million tourists from across the world, with different ethnic and cultural values being absorbed into the Ghanaian way of life.

From restaurants, hotels, pubs, clubs, tourist sites, etc, one can tell our family from the Diaspora has engaged the services of locals one way or the other. Customer service is defined as the assistance and services provided by a company to those who buy or use its products or services. Can we now say the Ghanaian community has met their expectations in terms of customer service?

Known globally for its political stability, Ghana has been named for being one of the fastest-growing economies in Africa. It is regrettable to know we didn’t deliver in terms of customer service.

Most repatriates do not have great comments on our customer service, something even we locals complain about daily. With the reams of people ready to use their services, business owners feel it is the loss of a customer if they walk out on them in search of better service. In some instances, even complaints to managers or owners prove futile.

Some business owners engaged potential customers to patronise them only to return after minutes, saying the required service is unavailable. Shocked? How about online sellers who boldly display items seeking for budding customers only ask that they call, DM or WhatsApp for prices? Prices are then dished out by social media display pictures.

Waiters and waitresses make customers feel bad by asking for quality service. They beg customers not to complain about the services for fear of losing their jobs some crying in the process. An emotional customer would let go, assimilating the poor service being rendered. You get managers saying orders can’t be changed rule from above. And the worst is still paying the delivery fee for the ones you can return.

So I ask, shouldn’t customer service certificates be made mandatory before one can render service and to the waiter, waitress, delivering, etc. a requirement before hiring? How do we convince the trotro mate, market seller, and cobbler to also have such a certificate?  Should we dwell on reviews and refunds as a stunt to gain better customer service? Boycotting institutions due to poor service made a thing?

Perhaps we should go easy on them instead of demanding to be treated better.

A school of thought once said you become a million in Africa by living the street truth, being on time, and good customer service. I guess most businesses haven’t understood this concept yet.

Can we say we are not there yet as a country?

I’m a customer and would take my commerce elsewhere when not treated right.

By Daisy Mina Antwi