As Ghana joins the rest of the world to celebrate Customer Service Week, some listeners on Luv FM’s Morning Show have expressed disappointment over the poor state of customer service in the country, questioning whether workers and service providers truly recognize that the people they serve are their customers.
One caller, Joseph, summed up the general sentiment when he asked, “Do organizations and workers in Ghana realize that we are their customers? Does the nurse recognize that patients are customers? The mate, the police, and all other institutions, do they realize that we are their customers?”
His remarks opened the studio up for a passionate discussion on the show, as other callers shared personal experiences highlighting what they believe are systemic problems in Ghana’s customer service culture.
Many of the callers described customer service in the country as poor, with lack of orientation and supervision.
According to one listener, despite the many messages and promotions around Customer Service Week, “customer service in Ghana deserves just 2 out of 10.” Others blamed the situation on poor recruitment practices, where people are hired without the right skills or attitudes for customer-facing roles.
Some contributors also complained about being overcharged, ignored, or treated disrespectfully when they sought help from service workers. They argued that most staff show little empathy or patience when dealing with customers, making people feel like they are being done a favor instead of being served.
One caller noted that the problem often stems from leadership and the general lack of concern for workers’ welfare. “Employers don’t pay attention to their employees’ well-being. When people are dissatisfied or stressed, it reflects in how they treat customers,” the caller said.
Another participant pointed out the inconsistency in pricing of goods and services across different outlets, describing it as a form of poor customer service that shows disregard for fairness and transparency.
However, amid the negative reviews, a few callers shared positive experiences, particularly with some institutions that respond swiftly to customer concerns and communicate politely. “There are still people who do their work with smiles and respect. They deserve to be encouraged,” one caller noted.
Speaking to Luv FM, Margaret Takyi-Micah, Chair of the Customer Service Professionals, emphasized that customer service in Ghana lacks standardization and consistency across organizations. She noted that every institution must develop and enforce clear service standards to ensure customers receive uniform treatment.
“Customer service in Ghana is not standardized. What we need is a standard practice for all customer service, if not as a country, at least within each organization,” she said.
Takyi-Micah stressed the crucial role of customers in business sustainability, describing them as the foundation of every organization’s success.
“Every day is payday because without the customer, there’s no business. A customer will always remember how you treat them,” she explained, warning that even well-resourced businesses can collapse due to poor customer service.
She added that good service is ultimately defined by the customer’s own experience, not the company’s perception of it.
She further noted that customer service goes beyond front-line staff, as the systems that support them are equally vital. Takyi-Micah encouraged institutions to conduct regular service audits using a good sample size to identify and address weaknesses.
She also urged customers to approach service providers politely and communicate dissatisfaction constructively to help improve service delivery.
As the country marks Customer Service Week, the conversation highlighted a growing call for change – one that begins with a shift in mindset. Callers agreed that until service providers, both public and private, begin to truly see citizens as valued customers, Ghana’s customer service experience will continue to fall short of expectations.
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