In Ghana’s bustling marketplaces—from Makola to Kejetia—traders understand a timeless truth: customers don’t return only because of price, but because of how they’re treated. A friendly smile, a kind word, or simply being remembered by name can turn a passerby into a loyal customer.
As we celebrate Customer Service Week 2025 under the theme “Mission Possible,” employers across Ghana must ask a critical question: Are we empowering the people who power customer service? The mission begins from within—by taking care of employees.
The Real Mission: Start With the People
Every company claims to value service excellence. But excellence is impossible when the very people interacting with customers feel overworked, unmotivated, or invisible.
If the goal is to delight customers, the first responsibility is to delight employees.
Many workers in Ghana face heavy commutes, rising living costs, and high workloads. When these pressures go unaddressed, they eventually show up at the counter, call center, or reception desk. But when employers take practical steps—fair compensation, mental health support, flexible schedules, or simple recognition—they communicate a powerful message: you matter. Employees who feel valued naturally pass that feeling to customers.
BY HILDA NIMO-TIEKU
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