The Ghanaian and Customer Experience 101

This blog is to recognize an employee’s effort to deliver good customer experience, encourage others to learn from him and do same as well as to keep the company in question on their toes and ensure the right things are done to deliver nothing short of the best. The company in question today is Eddy’s Pizza and it would be yours tomorrow so I urge you to clean up your house so you are not BUSTED.





Whiles customer service has evolved the word over, Ghana is still in the process of fully embracing and working with it to ensure growth and customer satisfaction for customers in the various industries.
A year or two back some company names were consistently on the list of bad customer service but I must say that change is coming. We still have more to do and everyone must get involved.

Today I share with you a good customer service experience from a lad in a known eat out in Ghana. Being nice to people should come natural to everyone as long as you are a person and you interact with people. Over here in Ghana people choose to be nice when they feel like it, notwithstanding the fact that you are paying for a particular service and they must show some form of appreciation.

It was a Monday evening after work when I decided to grab a bite with a friend. After several deliberations we landed at Eddy’s Pizza in East Legon. I did not have an appetite for pizza so I was still unsure why the choice but I encouraged myself to try something out. We were greeted with a broad smile from a lad who assisted us to park our car and waited on us. The restaurant was empty and I unconsciously asked myself again if I was sure about my choice as I tagged along. The young man whom I later found out was George really tried his best to make me comfortable and ordered for a meal he recommended and I admired him for that. Throughout the period he waited on us he was all smiles and would constantly find out if we were ok.

The team in charge of the food disappointed me a lot and cancelled out the amazing service the lad delivered. I instantly registered my displeasure in the wait period for the food which was too long, the awful taste of my meal and others that came up during our stay. As disappointed as George was he apologized severally for the lapses and assured that it would be better next time. I was not convinced and still not happy but I commended him for his amazing service and encouraged him to keep it up.

George of Eddy’s Pizza East Legon with your “Ponk hair cut” you carry out your job with ease and you always ensure your customers leave with a good feeling. Thumbs up for what you are doing and keep rising.
This is good customer experience and your colleagues MUST learn from you considering the negative sentiments on the Facebook page of the company. Among others they should
  • ·         Smile always
  • ·         Show empathy
  • ·         Love their job
  •       Always seek to be and deliver the best

Whoever is the team in charge of managing the Facebook page is doing an awful job. Sentiments and posts from customers from way back last year have still not been responded to.

I believe it is time as a country and industries we must rise to the change and deliver the best of customer service experience to our clients. Without them we do not exist. Invest in your employees, train them in customer service and ensure best practices all round.
Read other tips from my blogs at http://bit.ly/2jVq0uU










My name is Ivy Zelda Yeboah, a graduate with a Bachelor’s degree in Marketing and currently studying Social Media Marketing online from Northwestern University. I have a lot of experiences in customer service, Marketing and I have the passion in Advertising and Branding and I have studied around those areas. I am a manager in a contact center of a leading Telecommunication in Ghana and I am currently looking forward to new challenges in the same field or other fields of interest. Feel free to contact me LinkedIn on http://bit.ly/2fVXNlY (Ivy Akosua Yeboah)



Comments

  1. Unknown22 January 2017 at 12:01

    Eddy's Pizza deserves all the bashing. These companies have been taking their customers for granted far too long.

    ReplyDelete
    Replies
    1. Zelda22 January 2017 at 12:51

      It is one thing to see or have someone point a shortfall to you and you work to improve on it. Another to see, hear and either pretend to have not seen or you ignore it. They're just not doing it for me...Even after shouts from customers...Such a disappointment

      Delete
  2. Zelda22 January 2017 at 12:45

    Thanks David.
    How is it normal to have to wait for 30+ minutes for a meal.It shouldn't be for the customer.
    I believe Eddy's and other eat outs have their own SLAs for their customers. Why must some be better than others and why shouldn't they all strive to be better and deliver same or better quality.

    ReplyDelete
  3. ThE SouRCE26 January 2017 at 03:54

    @Zelda, next time you should invite me and you will have the best experience ever.

    ReplyDelete

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