Let's Get Real About Customer Service In Ghana: Rude Workers, Price Gouging & How We Can Fix It

[@MrTimSwain]

Hello Peeps! This is a long-awaited conversation! What do you think about this?

[@johnakpalu2118]

This is a very useful discussion. Perhaps a survey is needed to find out what contributes to the poor customer service climate in Ghana. I know low wages and lack of an upward career path are factors. Also. lack of accountability. Perhaps instituting an employee of the week/month award with some cash reward might help. Also maybe sending decoys to the store/office/shop to test the employees. This also presents an opportunity for a business specializing in training staff in proper customer service. My brother who is a US Trained Doctor and owns Greenville Hospital at Comm. 25 Tema has a notice at the reception with his cellular phone number for any patient to WhatsApp him if he or she feels ill-treated by any of the nurses or medical staff. He had to fire one or two of his nurse for coming in late. He has rewarded them by taking them on a Volta Cruise. He pays them more than what their counterparts are earning in comparative employment. These are just a few examples of how others have attempted to solve the issue.

[@benjaminaddy841]

I was born and raised in Ghana and I will be the first to admit that our customer service standard is very bad. Though Ghana is one of the best african countries there a number of things we need to work on very seriously.

[@evadney1000]

She makes sense because she is open to different ways of existing and has travelled, which means she has seen it done differently. Mindset is a huge factor and empowering our staff is crucial.

[@AnnaAcheampong]

She’s very right customer service in Ghana is very poor to non existent 😭, while we as a people are so welcoming its sad.

[@TaNishaWebb816]

I have had some not to good service in Ghana for sure. I'm a travel agent and when I visited Kumasi to meet up with my tour operator he set me up to stay at a very cute boutique hotel. There were things wrong with the room. When I spoke to my tour operator he had me repeat the issues that seriously could be a bad experience for any client that stayed there. The manager was really receptive of my concerns and when I came back to the hotel that evening they had changed my room. I gave her the issues out of love because I could see the potential of the hotel but also if the issues were addressed I would happily recommend the place without question. It was a lovely place but just needed some attention to detail with cleanliness of the rooms. I also didn't want someone to start putting up bad reviews. Sometimes a simple conversation can be had to make a difference.

[@ycaceres3357]

Never had a problem with bad service in Ghana….interesting

[@FinishTheRaceVL7]

Customer service can make or break a business

[@MrTimSwain]

Facts!

[@BuildVisions4Africa1]

The customer is always right is a concept very capitalist and western. In most of Africa including Ghana the believes of the person offering service is what rules. The bottom line is not that very important. However, we have to know that change takes time and it starts with knowing and accepting there is a problem. My question is 'Are local consumers worried and questioning the state of customer service?' If the problem is only felt by "outsiders" then change has a long way. Because knowing there is a problem has to happen first.

[@Odiee99]

Thanks for this comment. I never looked at it like that. I guess it will depend on who your main customers are.

[@eprahs1]

@@Odiee99 of course people on the outside will notice it more, because customer service is a priority in other countries. In some jobs, people's main source of income depends on good customer service they give. You could actually lose your job over bad customer service in America, not saying it's right, but that's how it is.

[@py20]

Training, better pay and incentives, accountability, hands-on leadership -- cure for our poor customer service (PCS) disease. Excellent discussion; thank you both!

[@ragamuffinhooligan4019]

Trust me, it's the same problem in most of the English speaking Caribbean cuntries! I blame it on socishitism. Fool stop.

[@JamesBond-44]

CUSTOMER SERVICE IS NON EXISTANT IN MOST AFRICAN COUNTRIES. THEY JUST NEED TO DO BETTER.

[@goodtobecaring4035]

Oh my gosh someone actually telling the truth. Oh my days the customer service is bad in Ghana. The truth!

[@nathanmanu6075]

Tim said glass nkoooaaaa 🤣🤣🤣🤣, yes! in terms of customer service Ghana can do better but l believe in time because you diasporans are bringing awareness and things will change for the better!

[@MrTimSwain]

Challenges are untapped opportunities. When businesses are taught how much revenue they loose from poor customer service it will be a game changer on all levels!

[@DA-qz5rh]

Very true. With more diasporans coming in, things will change.

[@baffourjah4319]

I'm a Ghanaian live in Accra and sunyani..our customer service are very poor..I always fight with them....

[@naana-scelyne6370]

Good stuff 👍👍. Ghanaian we have to change. Our customer services is horrible. I was just in Ghana and that was my major complain. I also noticed that they treat people who do not look like us better !!

[@gibson2675]

You mean people who do not look Like us are constantly cheated. They are always expected to pay 3 times more than Ghanaians

[@naana-scelyne6370]

@@gibson2675 they treat European and Asian people better

[@gibson2675]

@@naana-scelyne6370 Not when it comes to crime ,fraud and asking them to pay more.

[@eprahs1]

That part

[@afuayeboah9149]

@Naana, true also Ghanaian’s have a condescending attitude.

[@ajaniwilliams6257]

Exceptional human being - another level of professional consciousness

[@anuoluwapo7996]

I get Hilda 100%. Am a customer service personnel and I handle unpleasant situations the same way she does, especially when in Ghana.. coz I also embrace everyone back home as family and wouldn't put them out of their jobs but rather encourage them to do what's right.

[@Brizeryer]

Customer service should be in everybody's DNA. I am glad you are talking about this.

[@fortunatebabygirl8812]

A problem common to All countries south of the Sahara

[@ftt844]

Much needed conversation! You touched on some very vital points..I love my country! however I particular experience really bad customer service especially when arriving to Ghana via the Kotoka airport and leaving..whilst some staff are really nice and welcoming there are a few staff I have come across that can be really rude and disrespectful.And this happens EVERYTIME I cross the airport! Its disappointing... however I'm hopeful this will change and training and knowledge will be provided so we will have a better experience being in Ghana.

[@williamgamelisenaya793]

Customer service needs improvement in Ghana Lack of pay ,lack of training,these are some of the setback to offering of good service. They could take a lesson from Thailand were customer service is top notch. Watching from Sydney Australia

[@gracioustiwaa2730]

Every organisation or company should introduce customer service training for their staff .. even just for a day traning will help

[@JackyHapy]

A broadband engineer I’m Ghana earning 1000 cedes per month! 🤷🏾‍♀️ That’s why the narrative “don’t come to Africa for a job, bring your skills and create jobs”. Also bear in mind, I understand “foreigners “ will get the “service” that should be rendered universally.

[@mikelantern148]

Purchased phone from the mall the other day, and I have to say the women working the floor had a rather nonchalant attitude of you can either buy or leave at will. Then again I wasn't surprised because even the supervisor was also rushing customers with that same attitude. It's a while different buying experience compared to buying from let's say best buy. My number complaint with the facial expressions. They don't smile and not really friendly. That said, there are many factors as to why they behave like that. Like she said, it could be due to poor management, rate of pay, working long hours with little to no benefits, etc etc. They really need to invest in customer service. I left the mall with a bad taste in my mouth because of the service I received. I even had much worse experience from a bank manager when I tried to close my account. It's mind boggling.

[@eprahs1]

I dont think I've really seen a upbeat, excited happy go lucky African, lol. In general I just think their low key nonchalant type people. Laid back

[@eddygetsbuckets2460]

Tim you know I've been complaining about this. It's crazy. For a country that prides itself on culture it seems lost in customer service.

[@BuildVisions4Africa1]

Culture is subjective, even the poor customer service could be some sort of culture. There is always the weak side of everything. However the talk is about changing the customer service culture as it is for a better one, when that is achieved, the result would also be a some sort of new culture.

[@williamgamelisenaya793]

Ooh Tim you're making me miss Ghana paa. Glass Nkoaa Watching from Sydney Australia Bless up

[@selinaboamah2975]

Yes all they think about is the government doing everything for them, but they’re not willing to change their attitudes towards work, their own living standards, mentality and surroundings

[@hotpalaver]

Not everyone . The majority, I will accept but "they" is a gross generalization.

[@eprahs1]

@@hotpalaver well "they" are either thinking that, or they are just leaving Afica altogether.

[@evangelistbrighttv1403]

Great piece Mr Swain. Lack of hands training period is the problem. I have a Frontline Management Training from Zinger Miller and I feel every company business organization in Ghana needs that Training and on Customer Service.

[@kwamenyame1277]

Customer service in Ghana… hmmm… we really really have to do better

[@eleanorntiamoah3835]

Thank you watching from London

[@MrTimSwain]

@@eleanorntiamoah3835 Shout out to London!!!

[@DA-qz5rh]

Great points made by her. I really hope customer service improves in Ghana.

[@FrankPrinciples]

This is something we are planning on doing in africa, would love to talk more.

[@mathiasdorbayi8751]

Good job Tim. Our mentality need to change to accommodate all kinds of livestyle when dealing with people of different cultures.

[@selinaboamah2975]

You’re soo right, the citizens need attitude change

[@tvs9978]

Did you say, "glass nkwaaaaa"??? Omg 🤣. Good interview as usual. You're one of the few who genuinely seems interested in the person they're interviewing

[@MrTimSwain]

I've been watching too much Twene Jonas!

[@afrobeatsplanet]

@@MrTimSwain Are you serious? Lol! You understand what he's saying

[@DA-qz5rh]

@@MrTimSwain Twene Jonas is amazing. He is literally putting fire in the asses of our leaders to do better.

[@sos9020]

​@@MrTimSwain hahaha yes u have, now look what he's done to u!

[@gibson2675]

Still a lot of room when it comes to customer service. I think Ghanaian culture has still has not yet come to terms with western style capitalism

[@BuildVisions4Africa1]

Ghanaians are not western, the idea of the customer always being right is not true for them.

[@gibson2675]

@@BuildVisions4Africa1 I know but Ghanaians craving for anything western is huge. Go to Ghana and their love for western materialism is huge.

[@AtosKitchen]

This was banging as usual, love seeing the Canadian connections in Ghana, and seen Hilda interviewed before, and really enjoyed your different approach and her humility in dealing with situations. I have a suspicion that Ghana might grab me when I visit and played with the idea of what on earth would I do, if it does, with 20 years customer service experience in Australia and Canada I'm thinking this makes sense. Anyway let's see if it grabs me, I'll definitely be stopping by the store to have a look.

[@willyobeng6551]

Thank you, thank you, thank you Tim for this incredible conversation with Ms. Boateng.

[@akwasiowusuansah6329]

Please the diasporan returnees fire the rude and lazy employees of Ghanaians. If you pamper them, they will destroy your vision and your company.

[@4pancello]

Man oh man this was an awesome interview!! Wow, I have really learnt so much from her... her professionalism is on point. I will surely be implementing these managerial and customer excellence skills in my business (when I start one 😉)!

[@Ada-zg2qb]

I think one way is to make them responsible for a task or group of tasks. If the tasks are not complete, there is enough transparency for them to be accountable. Now in terms of payment, start by paying them more and more frequently. A salary for low paying jobs makes no sense. They should be paid every two weeks or so.

[@Nogo844]

Very interesting. I really appreciate it. I learned so much as well. Keep it up Swain.

[@winstonellis3665]

Half way through this and ...she is on point!!!!

[@sadikicole3444]

Brilliant interview

[@malindalisenby2427]

I love 💕 this interview. Professionally done and very informative. I appreciate your guess point of view on customer service and addressing the individual one on one. Great Job Tim!

[@---re9jc]

Loving your attire.

[@tyroneamirthornton9109]

Hello Tim man I really enjoyed your interview thank you for sharing bro

[@jar9223]

Customers service nightmare in Ghana simple thing like Opening Hours sign🤔

[@cnwonye4932]

Excellent interview and video. Thank you for the post.

[@simonburns1799]

Tim, thank you for another fantastic interview ? Would you mind me asking where you get your clothes from ?

[@MrTimSwain]

Some come from local tailors and others are bought at various places. Thanks for your support!

[@Ahoto_papa_bi]

Tim swain said “glass nkoa” 😂😂😂 this guy is never going back to America again. He’s full blown Ghanaian now

[@blackownblackcontrolattheb490]

Great video, what camera and microphone system are you using?

[@MrTimSwain]

I'm not sure, will have to check with my camera man.

[@edinsey]

Customer service in Ghana is very poor. You cannot grow an economy with this kind of attitude. The other problem is with time keeping.

[@eprahs1]

Can we talk about, being on time, next lol. Especially in customer service.

[@oseitututawiah2109]

Ghana, the worst customer service in the world.

[@MrTimSwain]

The worst? Eeii!

[@edinsey]

When Africans from other African countries complain then it's a Ghana problem

[@oseitututawiah2109]

@@edinsey No doubt.

[@fortunatebabygirl8812]

Come to Cameroon my dear. I never been to Ghana but I can swear Cameroon has the worse customer service in the world.

[@YouStillNeedToSleep]

The word "profit" is hated in America. They call it rip off or price gouging. Well u go into business to make profits. Please don't take that American idea to Ghana if you hate the idea of profits

[@drconstzeaxy8471]

That name is not that of a Black Man.........yyyyyyy is it there......???????SHE SHOUKD HAVE DONE IT FOR HERE FAMILY NAME.......OR SOME OTHER AFRICAN PERSON.....NIT that name v......boooooo