The Day Ghanaian Customer Service Died...& Other Mindless Madness

Few issues make me viscerally turn my head out of disbelief than outright greed. So when I heard that the EXOPA CEO had been caught with cocaine, I couldn't quite make it out. Yeah, so we all love money, but most of us also bear in mind also that the love of if is the root of all evil. Frankly, I feel like history's repeating itself here. This is what I wrote in July 2007:

The week opened with drugs on my mind: a popular musician, Daassebre, who had been caught with two kilograms of cocaine in the UK. It prompted a radio discussion on Tuesday as to why so many Ghanaians want to defy the risk of carrying narcotics into European soil. I called in and made a contribution, which I can summarise thus:



There are two levels we have to be looking at this. There is, first, the local level.

At the local level, we should have a billboard at Kotoka International Airport (KIA) that states explicitly that Ghana is a no-drugs country. That always helps, plus the one thrown in for good measure that Ghana is a strong partner in the fight against drug-trafficking. We should also be building the capacity of officials at GCAA (Ghana Civil Aviation Authority) to be able to have a good idea (discerning eye) for those who might want to take drugs out of the country, or bring it in. If this means going on courses overseas, then fine!

At the sub-regional level, I maintain that there should be an ECOWAS Convention on Combatting Drugs in the same manner there is one on small arms to the degree that the Kimberely Process on Blood Diamonds has eventuated from it. I also think that one should go back to the discussions back in 2002 when ECOWAS Police Leaders met (http://www.iss.co.za/Af/RegOrg/unity_to_union/ecowasprof.htm), and this was discussed[...]

from: http://ekbensahinghana.blogspot.com/2006/07/as-week-draws-to-close-in.html

My solution remains pretty much the same two years later: we do need both a local and sub-regional approach to tackle the drug question.

On another front, I want to quickly broach the issue of my Mid-Week Madness, which I have focussed on customer service--or the lack thereof--in Ghana.

I need to doff my hat off to Ghana Hall of Shame whom I think is doing a great job by trying to become the quintessential nemesis of all that is wrong about Ghanaian retail--and corporate--attitude to customers. I entreat you to visit the site and submit your stories.

Getting back to my complaints, let's start with my entry that featured on my accradailyphoto blog in September.

I don't know about you, but I think Corporate Ghana's got a lot of work to do to tidy up itself. Kids are being used in MTN ads and a worker at GAME (Accra Mall)recently told me when I queried two prices for one product that:

"ah, that's GAME for you!"

For me, that was the day customer service at GAME died.

You do your formulations and calculations on the kind of thoughts that went on in my mind when this customer told me this, but it must needs be said that GAME should revise the way it treats its customers. I believe Ghana Hall of Shame will gladly pick it up for us, but even before they do, those of you who patronize GAME might think about watching the price tags more carefully now.

Mid-Week Madness: UN's Still Coming to Town!; Shoprite Disappoints -- and So Do Their Salesgirls!

It was always too good to be true: a high-power retailer like Shoprite coming to Accra, and not taking Ghanaians for a ride.

For the past few weeks, I have been through Shoprite to meet only a scene like this mostly at the margarine/butter side. A quick glimpse reveals a full house insofar as margarine/butter is concerned. Move down a few departments, like the biscuit section, and you find that the shelves have been empty for a while. I have only complained to one or two people who have assured me it would be full up.

No such luck.

I'll have to bring you picture of the empty stores I'm talking about some time--'cos there are quite a few! Who's monitoring these things?

I am sure they will not be losing sales by any stretch of the imagination, but they must be putting those who patronise the shop off quite a bit! Not that I mind that they lose or anything, but I do wonder about claims of quality, where the provision of it is next-to-none.

Whilst we are at it, is it a quintessential Ghanaian trait for sales-girls working in retail outlets like these to not smile at you, at worst, and greet you at best? How long does it take to say "good evening", or "good afternoon". I've ended up a couple of times asking: "so you won't greet?".

To which they will grimace, or feign a smile and say "sorry, you were distracted", or "sorry, but you didn't see it", or some such excuse.

Until Ghanaians begin to demand quality service from them--even if they are under-paid--we will be worse off. I sympathise sincerely about the bad pay, and probably bad conditions of service, but this takes the biscuit!

You would at least expect a greeting, not silence for your goods to be passed through like robots. Robots, we are not, thankyou!



UN Still Coming to Town
The UN Conference on Trade and Development is still coming to town! It aint going anywhere. There are a number of interesting conferences and interactive seminars that will be held during the time. It appears, though, that some of these will take place during the official UNCTAD conference, scheduled for 20-25 April.

The emphasis on "official" is important, because it means that if you are not formally accredited to the main conference--and frankly, it's too late now--you cannot attend. All is not lost, however, for there is the civil society forum, which I mentioned in the last post, which you can access here. That means that any one of you--be you journalist or non-governmental organisation, or citizen--can register here.

All that said, I shall be at the heart of things during the period, and be sure to be blogging as avidly as ever!

Today's edition of the NPP-sponsored Statesman newspaper has an editorial on UNCTAD XII, in which the title appears to be a thinly-veiled exhortation to be vigilant about globalisation.

Coming in June to this Blog: The Westernisation of Accra

To conceive of any kind of Westernisation of Accra is initially problematic, because it pre-supposes any Westernisation is negative.

That said, I find it difficult to avoid it, for the print and electronic media, along with my personal experiences can only confirm a perception that the westernisation is here in Accra--in grand style--and is here to stay.

Last Thursday's opening of the South African retail giant, GAME in my view has gone to cement any perception that the Westernisation--as exemplified by the individualise and consumer culture--is well and truly here.

Over the next few weeks, I shall be looking at the definition of westernisation in Ghana; including how technology; banking; life-style; and our values are changing--or not--as a result of this putative, or so-called, westernisation that I claim to see in my three years of being back home in what Bernard Avle of CITI-FM , receiving an award for the station (adjudged the best interactive show in Africa), in Kenya over the weekend for the BBC Radio Awards, called "the best country in the world"--Kwame Nkrumah's Ghana.