Managing Director of Jobberman Ghana, Hilda Nimo-Tieku, is reminding business leaders that no amount of slogans, technology, or staff training can fix poor customer service if there is no organizational culture.
This prompt comes as Ghana celebrates Customer Service Week 2025 under the theme “Mission Possible.”
In her insightful reflection to mark the celebration, Nimo-Tieku argues that the real fuel behind exceptional customer service isn’t found in manuals or dashboards. To her, it’s found in the values that shape how employees are treated internally, nurtured over time.
Ghana’s business environment is overly hierarchical and often defines workplace relationships. However, she believes that respect must flow both ways, from top to bottom and bottom to top.
According to her, once such an environment is forged into the culture of an organization, it is the best driver of customer service.
“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,” she indicated.
She continued, “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.”
The Jobberman MD further underscored the growing digital expectations of Ghanaian consumers. She observes that whether ordering food, applying for jobs, or using mobile banking services, customers still demand faster, friendlier, and more reliable service.
To meet these rising expectations, Nimo-Tieku believes businesses must go beyond technical or digital training. She calls for holistic employee development that blends digital skills with emotional intelligence and wellness support.
“Customer expectations are evolving fast. 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,” she admonished.
Hild Nimo Tieku, therefore, insists companies must first serve their employees well to ensure customers are served even better.
