Contributions of Excellent Customer Service to the Growth of Banking Industry.
( history of banking in Ghana, quality of service in Ghanaian banks )
Excellent customer service is always an indispensable tool in all companies and in the corporate world. In banking industry, such service holds a significant role so as to keep the customers or clients cling to their companies. I remember one day, when I was about to withdraw money from a certain bank, the guard gave me a certain number, which means that I have to queue. The number was loathsome because I got number 300. Patience kept me a little bit to stay for about 45 minutes. But lo and behold, the long line seemed stagnant and, the staff were somewhat confused by the unexpected throng of people. I also became impatient and to my dismay, I returned the number to the guard and returned the next day. I don’t know whether the bank has already changed its quality of service because I already opened up another bank account.
Some economic experts would say that the mirror of the nation’s economy is the quality of banking industry. In attesting to this, there is no other banking history in the world that can be told with so much weight and richness of its own history, and which is so much cultivated in its political and story of freedom, than the roots of banking in Ghana. The Bank of Ghana traces its origin to the Bank of the Gold Coast ( BCG ), where it was nurtured. As soon as local politicians and economists saw political independence in sight in the mid 1950s, the agitation for a central bank was revived. (1) It was debated upon that a Central Bank was one powerful entity which would give wholesome color and inspiration to a country’s independence. As history has it, Ghana had been under the British colony. Hence, on the fourth of March 1957, just two days before political independence would be granted, the Bank of Ghana was formally established by the Bank of Ghana Ordinance (no.34) of 1957, passed by the British Parliament. So in 1957, the Gold Coast became the independent state of Ghana within the commonwealth. (2) Almost 54 yrs ago, what have we been hearing from the economic status and especially the way the Ghanaian operate their banking systems? The people of Ghana have been succeeding economically and, observers praise the banking system of that African nation which has been lording it over among African nations. Such has been the accolades given to the quality of economy and the banking operation in the country. Ghana banking offer high value and long term loans which are similar to the other banking techniques and promos. However, there is a new system that proliferates in the economy of Ghana. This new group of “reformers” poses a treat in the integrity and long foundation of banking system in Ghana. The well-known group of SUSU (3) which has found some allies from the third world banking systems, has introduced a new kind of money-lending system which is a complete opposite of the banking operation of Ghana. SUSU, penetrated the poor community and the majority of them embraced this new breed of “economic savior.” In the light of Ghana’s banking system and the excellent customer service that Ghanaian offer to their country, why is it that there are still some groups which deviate from the original ones? Perhaps the quality of customer service in the banks of Ghana have been declining in the recent years, and may be affected by the regression of the first world countries. Or it may be surmised that, corruptions have already crept in the government and in the banking systems. History shows us that no matter how long in existence an institution, groups or companies maybe, father time would always test their foundation and characters. Maybe the Ghanaian have been fed up with the way the banking system has been “modernized” so as to cater only those who are well-to do families and individuals and thereby is of no service to the majority. The quest of Susu and their “sympathizers” may maybe put into serious considerations. Studies have to be made and focused on whether the quality of customer service is dwindling or not, and whether the system caters to the common goal of Ghana. Excellent customer service can really contribute to the growth of banking industry once the ideal of the people and their common good is served and uphold. Ghanaian have to reminisced the history on how their banking system was founded. Of course, once they “relearned” that their political independence can never be separated from the foundation of their banking system, then they would all work out unanimously for the betterment of operating their monetary systems. Once this is achieved, then for sure, excellent customer service would always be the integral part of their banking industry. And ultimately of course, Ghanaian economy would always appear in the map of the developing and rich countries.
Footnotes:
1. WikiPedia-Ghana
2. The heritage of Man, p.818
3. WikiPedia-Ghana
Credit:ivythesis.typepad.com
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