As Ghana joins the global commemoration of Customer Service Week, fresh attention is being drawn to how companies treat their clients — and whether the promises of improved service delivery ever move beyond talk.
For many consumers, poor customer care remains a daily frustration. Long queues, unanswered calls, dismissive staff, and ineffective complaint systems have become all too common across sectors, despite years of public outcry and pledges of reform.
From busy markets and beauty salons to banks, telecom providers, and retail outlets, customer service continues to be one of the biggest factors shaping consumer choices. Yet, countless stories of unpleasant service experiences persist.
One customer who spoke to Ghanaclassifieds News shared her disappointment, particularly with telecom operators.
“Most of the telecom companies take forever to respond. You have to go through several steps before speaking to a representative. But I think the insurance companies are doing better,” she remarked.
Business owners, however, say service challenges are not always one-sided.
According to beauty entrepreneur Salamatu Abdulai, patience and professionalism are key — even when clients are difficult.
“Sometimes customers can be challenging, but as a businessperson, you must remain calm and respectful no matter who’s right or wrong,” she said.
Consumer rights organisation CUTS International believes many Ghanaian businesses still underestimate the importance of customer satisfaction to growth and competitiveness.
The group’s West Africa Regional Director, Appiah Kusi Adomako, said companies must go beyond lip service and build stronger systems to support their clients after sales.
“Most businesses in Ghana lack proper after-sales support. When you buy a product, you’re often told it can’t be returned. As we celebrate Customer Service Week, we need to ask: are Ghanaian consumers truly getting value for their money? Sadly, the answer is no,” he stated.
As the week-long celebration continues, consumers are hoping for more than public statements and themed events. They want measurable changes — systems that actually listen, staff who treat customers with respect, and businesses that see good service not as an option, but as the foundation of success.
