The two companies we are going to take a look at are ; The Survivor commercial Bank and the One touch cellular network provider. The Survivor Commercial Bank also known as S.C.B, is one of the premier banks in Ghana and is a government owned firm. It provides banking solutions to both individuals and cooperate bodies. Some of their products include Savings Accounts, Current Accounts , Loan facilities, treasury bills amongst others. This bank however started in the early stages facing very little competition from other banks. Since it was owned by the government, it looked almost like the peoples bank and therefore attracted more customers especially Ghanaians or natives of Ghana. One other thing was that because it was a state owned firm, the charging rates were comparatively lower than those of the other banks which are private ones and even till now is much lower than most of them.
The customer base of this bank however has not been that good that much of late as well as customer satisfaction. You would agree with me that in this present days, most people are not only for the most affordable services but also the most reliable and quality ones. This mentality has led to this bank loosing most of its customers since most private banks with much quality and reliable services are springing up. Theoretically, this bank has some amount of good customer service policies; but the problem is with the implementation of these policies. The cooperate culture of the bank however does not fully support their customer service policies. This is because of the attitudes of its employees to their duties which might be due to the insufficient training given them and the lack of discipline amongst them. The notion most of the workers have is that since it belongs to the government no matter what happens their monthly salaries would be
settled and that it will be difficult for the company or firm to go down even if its profit margins decrease since some other funds of the government can be chipped in to support the running of the bank.
Unlike private institutions where the employees know that the security of their jobs lies in their own hands depending on how efficiently they work and the profits they make the firm make.
It is important to note that policies are not just individual guidelines standing on their own to succeed but rather are linked to work had in hand to ensure all are effectively applied and their effects noticed in their various aspects. The only way the policies of this bank can be effective is when they are all implemented and used for the growth of the
bank but not implementing some and living the rest since this will break the chain of them succeeding.
The second company or firm to be considered before a general view on the customer satisfaction ion both cases are made and some recommendations, is called Ountouch cellular service. Onetouch is a subsidiary of a bigger telecommunication company which has remained a government owned firm until a percentage of the company was sold to a private telecommunications company. At the initial stages, people were not actually