RE: The Appalling Customer Service at Ghana High Commission

A Robust rebuttal

On 1st July 2008, the Ghanaian Chronicle published an article titled “The Appalling Customer Service at Ghana High Commission-UK” this was reprinted on Ghana web for the benefit of our UK readers. The first paragraph of the article reads “the Government must intervene”- intervene to do what?

As the article was published in a Ghanaian Newspaper, I would address my response to our folks back home and readers in the Diaspora. First and foremost, I do accept that the staff of Ghana High Commission can and must do better. Like any other human organization, there is room for improvement and its delivery of services needs a bit oiling. However, the author of the article was at best writing absolute nonsense and at worst publishing “crap”. Let us examine some of his arguments.

Buildings.

First, the author lambastes the building at High gate and suggests that the siting, structure and design of the building is one of the primary causes for the staff’s inefficiency. Absolutely nonsense, the building at Highate is a listed building and no modification can be done to the building without the express approval of the Authorities. The author’s infantile attitude to serious issues is betrayed when he states and I quote” the continuous rendering modern time customer service in this old fashioned building clearly describes the HC as without vision”- complete crap. When did the vision of an organization equate to a building?

The author goes further on to suggest that the US Embassy and the UK Embassy have embarked on an effective and constant refurbishment therefore GHC should do the same. For the benefit of the readers both home and abroad, the total cost of the rebuilding of the US Embassy in Ghana is more than the budget allocated to the Northern and Eastern region of Ghana. Every piece of equipment from bricks to tables was airlifted from the US to Ghana.

Ghana is a third world country, we can and must do better but the staff of GHC is best in class. The class may include Zimbabwe, Sudan, Somalia, et al but we can seriously only compare ourselves to our classmates and hope to excel in the future. Comparing Ghana PLc to UK Plc is like comparing pears to apples. All of us must work hard to achieve the high standards of customer service that prevails in most western countries but and it is a big but you cannot compare the working conditions and salaries of the two nations.

Marketing

On the issue of his advice on GHC marketing itself efficiently there is no need for any serious response. Staff of GHC are fully aware of the adage “the customer is king” although visitors to the GHC may some time’s feel unwanted, tired and frustrated. Quoting Kotler to prove a marketing point is nonsensical as customers can vote with their feet and in the case of Ghana tourists and guests may decide not to re-visit if they experience rudeness from staff of GHC. GHC may have to apply the right marketing tools in its efforts to enhance its image but that does not necessarily mean they are lousy.

Receptionist

Reading the critique of the receptionist sounds as if the author had a crush on her and the “slim – girl” may have brushed aside her desires. What the hell has “slim” got to do with skills? The author does not provide any evidence whether anecdotal, empirical or consequential to prove his/her point. He was making a serious point of documents being mishandled and the issue of confidentiality but spoilt it by his reference to “slim- girl”.

Is he implying that he would have received a better service if the girl was white, blonde or fat? His analysis of the weaknesses of the receptionist was thrown into doubt by his comments on his physical appearance- a clear case for sexual and physical discrimination.

Computer/Telephone

I have a gut feeling the author of this crap article has a pathological hatred for the staff of GHC or he was writing his first report to the Ghanaian Chronicle who by the way is one of the most inefficient newspapers in Ghana- in terms of color print. I quote “the staff especially who served me appeared moody, possible advertising the plight of the work environment” he goes on to write “none of the offices has a computer facility, not even a dysfunctional one.

What office was he talking about? Who was he talking about? Folks, it is a fact and I can personally attest to it? Ziblim, Mr. Coleman, Mrs. Ennin, Jennifer (all staff of the Passport section) have laptops and functional computers. The author was writing utter rubbish and garbage- they are all very professional, hardworking and operating under extremely difficult conditions.

I have personally witnessed Ziblim and Mr. Coleman foregoing their lunch to serve customers – this bashing of hard- working public servants must stop. Ghana is a third world country and our colleagues who have stayed behind and kept the fort need a pat on their back not this constant harassment. Yes, staff of GHC can do better but on my word they are performing wonders with the tiny resources at their disposal.

I have news for you- if you want to witness the most mismanaged institution in the UK just try securing a visa to Mongolia.

Policy Recommendations

As folks can guess I would not waste my time and space on the author’s policy recommendations as it is not worth the paper that it is written on. Half of what he suggested has got sod all to do with the effective management and running of the place. Refurbishment, Health and Safety, Security, Redefining of roles, Updating of application forms, Ventilation facilities , Retraining of staff are issues which organizations from BA to the tro-tro driver grapples with on daily basis.

If the author has any design on is mind, I suggest he contact English Heritage with his plans.

Conclusion

In conclusion, I genuinely believe my country is the best country on earth and that members of the public service in general and staff of the GHC perform credibly with the little resources at their disposal. It is high time Ghanaians of all shades and color put a stop to the PHD (pull him down) syndrome. Constructive criticisms-yes but not “rubbishing” of overworked, underpaid hard working public servants.

I have traveled and worked in many European Cities and nowhere compares with my ‘poor, little Ghana”. I have no problem with the comments and critique of the author it is the prerogative of the Ghanaian Chronicle to write nonsense. A free and vibrant press contributes to the promotion of national unity, social cohesion and also enhances multi-party democracy.

There is no denying that the work ethos, environment, service delivery and attitudes of staff of GHC can improve. The is room for improvement and I hope they would continue to deliver a good service and strive to achieve an A+ next time. Do not be downhearted staff of GHC you are trying your damn best.

Views expressed by the author(s) do not necessarily reflect those of GhanaHomePage.