Most customer service in Ghana is done in English, especially email, chat and anything written into records. But many customers are more comfortable in Dagbani, Hausa, Twi, Ga, Ewe, Dagaare, Gurune or another language. Some employers ask for one or more local languages in their adverts, especially fintechs and companies that serve customers outside big cities. If you speak two or three languages, that is a real strength. This lesson helps you use it well.
Clear spoken English
On the phone, customers cannot see your face, so your voice does all the work. Clear English at work is not about sounding foreign. It is about being easy to understand.
- Slow down a little. Nerves make people speak fast.
- Finish your words. Say every syllable of names, numbers and amounts.
- Read numbers in groups. For a phone number, say it in small groups and repeat it back. For money, say "two hundred and fifty cedis", not "two fifty".
- Spell carefully. Use a simple word for each letter when spelling names or codes, for example "M for Mango, A for Apple".
- Use short sentences, just as you would in writing.
When to switch language
Switching to a local language can turn a tense call into a friendly one. A good pattern is to offer, not assume:
"I can also help you in Dagbani or Hausa if you prefer."