Miniplast Official Laments Poor Customer Service Culture in Ghana

By Esther Korantemaa Offei

Corporate Sales Coordinator at Miniplast Limited, Felix Komla Fansey, has blamed Ghana’s poor customer service delivery on wrong job placements and negative attitudes rather than a lack of skilled personnel.

Speaking in an interview on ZED FM’s Routes & Routes, Mr. Fansey said Ghana has enough qualified and experienced people across various sectors but continues to struggle because “we are failing to put the right people at the right places.” According to him, this challenge cuts across many industries in the country.

“We have people with experience, high levels of education and practical knowledge. The difference between us and the West is not training; it is attitude,” he noted. Mr. Fansey stressed that customer service in Ghana suffers largely from how service providers perceive and treat customers.

Questioning the popular notion that Ghanaians are naturally hospitable, he said everyday experiences often contradict that belief. “Visit any restaurant and sit down. You may sit there for ten minutes without being noticed. Even when it’s time to pay, you may wait forever until you stand up before someone remembers you,” he explained.

Mr. Fansey argued that improving customer service requires a shift in mindset, starting from how young people are oriented in schools. “It is about how we are training our youth to treat people,” he said.

He added that unlike in Western countries, where good service is seen as key to retaining customers, many Ghanaian businesses rely on personal familiarity. “Here, we want to be friends with service providers so they treat us well when they recognize us,” he said. “That should not be the case. If you don’t treat people well, they won’t come back.”