Is there such a thing called Customer Service in Ghana? I really dont think so. Lets just say for example you buy an item. Take it home with excitement, plug it in and boom the item explodes. Now, take it back to where you bought it and see what the outcome is.

Not only will an argument ensue, but it will start with refusal of taking the item back. You (the customer) will tirelessly have to justify why you are bringing it back and explain why it is necessary for the item to be replaced, exchanged or even for your money to be refunded. If all does not go well, there will most likely be some insults or accusations to go along with your conversation. Of course, there may be some who may try to abuse the “customer is always right saga“, but truth be told in Ghana, “the customer is not always right“.

I once had an experience flying out of Kumasi airport, heading back to Accra. After sometime, my Father and I were wondering why there was such a delay with our flight. Curiously, we approached the counter for help and we were told that “by the way” your flight is not only delayed, it is entirely cancelled.

When we questioned the attendant as to why this was the case, we were then advised that the Pilot did not check into work that day. Astonished, I said to myself; So in this entire country called Ghana, one Pilot has inconvenienced all of us? When did they find out that Mr. Pilot was not coming to work today? So, we asked for a refund and were told again, “by the way” if we could come back later in the evening, it would be better for them. 

On a separate occasion, I was late for the airport and I was told you have not arrived in ample time to board your flight. Yet, I saw someone of a different race, permitted to go ahead of me just because they paid something hot. What a complete joke.

At a restaurant ask for little extra water or even some extra salt on your food and you may get the look of death. And if you are lucky not to get the look, you may just see the person who is serving you, walking away and talking under his or her breath. It seems to me, that customer service in Ghana is something you have to pay extra for. The more you pay the better the service…and that does not include the amount you have already paid for your meal or for whatever service.

Should it not just be basic principle or practice for you to provide a great client experience? Especially in the service industry of any sort for the mere reason that IT’S YOUR JOB. But many a times, you meet that one with a grim or the “say the wrong thing to me kind of attitude and you will meet my wrath” individual.

I just don’t understand why the lack of customer service has become the norm except only when you pay more for it.

This article was submitted by Adwoa Nyantakyiwaa-Boahen | To submit an article, CLICK HERE