By Hilda NIMO-TIEKU, Esq – MD, Jobberman Ghana
In Ghana’s busy marketplaces, from Makola to Kejetia, traders know one timeless truth: people buy not just because of the price, but also because of how they are treated. A warm smile, a kind word, or simply being remembered by name can turn a passerby into a loyal customer.
This is the heart of customer service. As we mark Customer Service Week 2025 under the theme “Mission Possible,” it’s essential for Ghanaian employers to reflect on what it truly takes to achieve this mission. The truth is simple: it begins with employees.
The real mission: Taking care of people
Every company’s mission statement highlights service excellence. But delivering excellence is impossible if employees, the very people driving service, are disengaged, unwell, or undervalued.
If the mission is to delight customers, then the first step is to delight employees. In many Ghanaian workplaces, staff face long commutes, economic pressures, and heavy workloads. When these realities go unaddressed, they spill over into customer interactions.
But when employers take steps to support staff well-being through fair pay, wellness initiatives, flexible schedules, or even small recognitions like “employee of the month”, they send a powerful message: you matter. And employees who feel they matter will make their customers feel the same way.
Making the impossible possible
Many employers may feel that prioritising employee well-being is costly or complicated, especially in a challenging economy. But small, consistent actions create significant change.
A bank that invests in training frontline staff doesn’t just empower employees, it builds trust with customers. A restaurant that provides meals for its team not only eases daily burdens but also creates happier staff who serve with genuine warmth. A retail store that celebrates staff birthdays builds a culture of care that employees naturally extend to customers.
These examples demonstrate that going the extra mile for employees makes it entirely possible to achieve the mission of going “above and beyond” for customers.
Culture: The engine behind the mission
An organisation’s culture is the strongest driver of customer service. If the culture is toxic, no training or slogans will fix it. However, a culture rooted in respect, recognition, and care fosters employees who embody these values with customers.
In Ghana, where hierarchy is often emphasised, leaders must remember that respect flows both ways. Managers who listen, empathise, and recognise effort create ripple effects that influence how staff treat customers, especially in high-pressure moments.
Mission possible in a digital Ghana
Customer expectations are evolving fast. Whether it’s ordering food online, transferring money through mobile banking, or applying for a job digitally, Ghanaians now demand faster, friendlier, and more reliable service. Employees must be equipped to meet these demands, not just with digital skills, but with the emotional intelligence to handle customers with empathy. This means training programs should go hand in hand with wellness support. A stressed employee cannot provide excellent service; a valued employee can.
A call to Ghanaian Employers
As we celebrate Customer Service Week 2025, let us not see the theme “Mission Possible” as just another slogan. Let us take it as a challenge to make employee well-being a central part of our mission to deliver excellent customer service.
The fundamental mission is to create environments where employees feel valued, supported, and motivated. When employers achieve this, customers experience authentic service that builds trust and loyalty.
Going “above and beyond” for customers begins by going “above and beyond” for employees. This is how the seemingly impossible becomes possible. This iterates the fact that the companies that will thrive are those that understand this truth.
As we mark Customer Service Week, let us ask ourselves: Are we making our mission possible by starting from within?
