Every citizen and organisation is a customer service agent, according to customer service expert Yvonne Ohui MacCarthy.

The quality of hospitality, sense of security and ease of service experienced in a country per its citizenry and institutions impact the customer service experience of tourists, she explained.

The lead consultant at the Institute of Customer Service Professionals (ICSP) and creator of the productivity-enhancing Ghana Customer Service Index (GCSI), spoke in an exclusive interview with Prince Benjamin (PB) on Class 91.3 FM’s Class Morning Show, Friday, October 11, 2024.

As tourists troop into the iconic West African country, especially during the festive periods, “our immigration is part of their customer service experience”.

“Our transportation system is part of the experience, hotels, security personnel, culinary services, tourist agents – honestly, you cannot take anybody out,” she emphasised.

Yvonne MacCarthy said the “aesthetics” of the country could not be left out of the customer service experience for tourists.

“What the place looks like, how beautiful and clean the streets look like,” she explained.

The West African Association of Customer Service Professionals Board Chair emphasised “from cleaners to entertainers – everybody – even you and I are part” of the customer service experience in the country.

“If a tourist comes into the country and witnesses you and I fighting on the street, they may walk away thinking, ‘These people are rowdy, see how aggressive there are!’,’ she went on.

Stressing customer service was “a collective effort,” she advocated a national policy to direct and regulate customer service in Ghana. She said it would educate the local workforce and improve their productivity, and deepen tourist loyalty.

Take a moment to rate your customer service experience in Ghana in 2024 by clicking here.

The week ending Friday, October 11, is Customer Service Week worldwide. The 2024 celebration is themed: ‘Above & Beyond’.