GHANA’S CULTURE OF POOR CUSTOMER SERVICE: REGISTRAR GENERAL'S DEPARTMENT AN EPITOME OF THE STATE OF CUSTOMER SERVICE IN GHANA

The Registrar General's Department was established under the Ordinance 1950 during the Colonial days. It became a department of the Ministry of Justice in 1961.With the aim of becoming a highly progressive department that efficiently serves it customers by becoming a highly strategic partner to businesses and stakeholders. Mandated by the Government to ensure an efficient and effective administration of entities inter - alia the registration of businesses, industrial property, marriages, administration of estates, and public trustees, to provide customer friendly services and accurate data for national planning. An investigation conducted by the ORGANISATION FOR CUSTOMER SERVICE EXCELLENCE –GHANA, leading national advocate for customer service excellence reveals that, this department of the public sector which interfaces with the public, particularly the business community and investor both local and foreign, provides the most stinking and worst client service in Ghana. As an absolute microcosm of bad customer service in Ghana, you are met with clueless and rude staff and security Guards in blue and yellow shirts who do nothing but to throw their weight about, just shouting at clients without using the words please, excuse me Sir, or kindly move to this direction or that side Madame. Worse of all, clients can stand for more than thirty minutes without any personnel at that department approaching to asking if he or she can provide some help. The two receptionists there are so busy for nothing that they hardly sit on their chairs to attend to clients. The environment, both external and internal is not welcoming and not conducive to do business at all. So disorganized and congested, just as the water dispenser at the place, is full but had no cups by it for thirsty customers to drink. Their so called refurbished toilet facility and urinal stinks so badly like their client service, lacking running water. During our two weeks investigation ,we interviewed two hundred clients of the department of which one hundred and sixty were Ghanaians with the remaining forty being foreigners, who expressed their absolute frustration, outrage and total disgust of the quality of client service at this public sector institution. As the nation tries to position itself as a preferred investment destination and a customer service hub in Africa, the need to build a customer –centric culture in the public sector and among citizenry is very vital and relevant to business growth and economic development. We have video recordings of the Registrar General's Department, customer service investigation and will soon publish it on youtube for public consumption. GHANAIANS ARE FED UP WITH BAD CUSTOMER SERVICE! We can no longer accept the culture of poor customer service, either from Government institutions or Ghanaian businesses. JOIN HANDS TO FIGHT POOR CUSTOMER SERVICE IN GHANA! TO SPONSOR, KINDLY CALL HECTOR WULFF ON: +233-24-1877622 EMAIL: ghcustomerservice@gmail.com VISIT: customerserviceghana.blogspot.com