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The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' - Business (2) - Nairaland

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Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by AjanleKoko: 4:23pm On Mar 29, 2009
Thanks, tollu, I'm much better today, although still a bit weak.

krisbobo:

@Ajanlekoko: you say a highbrow hospital in V.I? Do you mean Reddington? That is part of the problem! why dont we always come out and name these places so that others can avoid them?! I have heard loads of stuff about Reddington and what you say conforms,

It was actually Premier Specialists. I ran away to Reddington. The service I got there was surprisingly not bad at all. I was treatd promptly, wasn't kept waiting, and the doctor even called me the next day to give me the test results on the phone. E fit kuku be fluke, but I am switching to them for now.
I even created a thread asking people on this forum what they think about that hospital. Everybody says they are tight but me I haven't seen the tightness o. They are competent but are full of attitude.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by Seanpoe(m): 4:52pm On Mar 29, 2009
This might not exactly be in the same vein, but I'm amazed at the attitude of most parking valets in Lagos.
Don't they get paid? I mean i see them in uniforms, so i guess they must be employed by someone. They demand payment for helping you find parking spots or just watching the road for you to back out, and it's not as if it is restricted to certain establishments, it's everywhere, from eateries, to Banks, hospitals, you name it.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by Hotstepper(f): 4:57pm On Mar 29, 2009
@Seanpoe, exactly, 4 crying out loud, they get paid by this companies and their job is to coordinate the parking space but in the process they take money 4rom u. In fact, you have to bring out special money for dem, lol.they become part of ur expenses. I do not appreciate how Nigerian Banks especially does not have enough parking space as most times, banks are literally by da road, to this effect, this watch men I would come dem that works for all this fastfood restaurants take dat advantage of making. In fact, most times I have to force myself to eat at that particular time to get to park at the fast food AND THEN pay the men 2, na wah oooooo
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by Noah69: 6:00pm On Mar 29, 2009
esp at mr. biggs. Those ones would almost not let you out until you give them "something". I sometimes get the feeling that it's official UAC foods policy as a way of padding the bottom line grin

Man, we need to recover the dignity in labour in this country. All of us don too big to dey do simple things. In fact, my horror stories; my wife was ill and in LUTH under observation. I went to pay for something or the other; the mama there was gisting instead of attending to me and me I no get that kin time. The next thing I hear is that, "I get your type for house" On top wetin? On top do your job?
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by Hotstepper(f): 6:05pm On Mar 29, 2009
lol,
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by jennyo: 9:23pm On Mar 29, 2009
i was at starcomms office bode thomas recently and d customer care agent was on the phone with her friend talking about god knows what and when she finally dropped i asked why she was wasting my time she told me i had the option of moving to other customer care agents!!!! i was so maaaad
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by tpia: 10:45pm On Mar 29, 2009
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Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by Redman44(m): 1:39am On Mar 30, 2009
@Noah

Okay, I will name names now. I want to expose some organizations in Nigeria that have been horrible to me when it comes to customer care.

1. WEMA Bank, Akure, Ondo State; I had a horrible time with the counter staff at the bank, especially one woman who I was always unfortunate to come across everytime I visited that Wema Branch. She always looked at me scornfully anytime I wanted to withdraw money undecided undecided undecided I was a corper then and sometimes I withdrew as little as 500 Naira at a time. She always made me feel that I had little savings with the bank. My account with the bank should be dead by now. I lost their withdrawal booklet eons ago.

2. NIPOST, General Post Office, Oshodi: Ha, this Post Office should be given an award for bad customer service. It is all about the Benjamins here o. If you don't dole out some money, nothing will be done for you by most of the staff at this Post Office. All kinds of letters that does not belong to me are stuffed into my box. The sorting room at the Post Office is nothing to write home about. It is a very dirty place and the staff there are rude. The Place was decrepit the last time I visited there. I don't know if the place has been renovated. The workers there behave as if they are doing you a favour. To buy stamps is even a problem. Some thing should be done about that Post Office. I'm considering moving to the Ikeja Post Office in the near future.

3. Guardian Newspapers Ltd [ secretary to one of the Editors ]: Very wicked woman. I don't know if she's still with the company. Way back in 2005, I was at The Guardian to do some research concerning my Final Year Project [ Long Essay ] at the University of Ibadan. I had been using the Newspaper's Library for sometime until that fateful day. Due to the nature of my research work, I had to clarify some information with the paper's executives. I was able to get through to the administrative department who told me to purchase a book about the company and its owner, Alex Ibru. As I was going back to the library after purchasing the book, I saw a door that had the notice- Reuben Abati. I quickly decided to see if I could get some information from the great writer. That was where my troubles began. His secretary said he was not around and when I asked her if I could drop a note for him, she replied by asking what I was doing in the premises anyway. Suddenly, she picked the phone up and called the security at the main gate- '' Security, there is this young man in a blue shirt and black trousers and shoes. I don't know what he wants. Please come and get him''. I felt bad at her behaviour and quickly left the company that day. The guards did not even come for me. Guess they were used to her arrogance and wickedness.

May God help Nigeria. I'm in a better place now. However, I will be coming back to Naija to save our children from becoming monsters when they grow up. Cheers.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by AjanleKoko: 7:23am On Mar 30, 2009
Redman44:

Suddenly, she picked the phone up and called the security at the main gate- '' Security, there is this young man in a blue shirt and black trousers and shoes. I don't know what he wants. Please come and get him''. I felt bad at her behaviour and quickly left the company that day. The guards did not even come for me. Guess they were used to her arrogance and wickedness.

ROTFLMAO!!!
I'm sure it was a phony phone call she made!
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by cvibe: 11:39am On Mar 30, 2009
Agreed you've all identified a problem.

This tells me that there's a large untapped market for Customer service training centres or customer service trainers as the case may be.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by slyk2(m): 12:12pm On Mar 30, 2009
thats a challenge, may be Nigerian on going rebranding will have an effect on that.

then dont be angry, most of those humans aint groomed to act the way they should.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by Opyso(m): 1:34pm On Mar 30, 2009
This is one of the most important topic I have come across on nairaland recently but it is not a new thing as its just a case of getting used to it as a way of life when in Naija

I think its high time this is actually discusses and most important find a solution in ny little way we can think of.

Am also sure there is a big opportunity here in opening a Customer Service business for some who genuinely cares about changing things and I think this idea could be sold to big business while highlighting the benefits of good Customer Service.

Having said all these even in Europe there is still on going training for staffs at big companies and they all have different level of Customer service ,the best company or business for with A1 customer service as far as am concerned in London at least is John Lewis.

We all know Customer Service in Naija is a problem and I tell you find a solution to a problem and you are close to been financially free.

Even in naija --- YES WE CAN!!!!!!!!!!!!!!!!!!!1
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by tpia: 1:41pm On Mar 30, 2009
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Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by Nobody: 2:53pm On Mar 30, 2009
I got so much crappy customer service when i last visited home. The culprits: Fast food places, Banks,

But the clothing stores i went to tried, At least they went out of their way to attend to customers that came in to buy stuff.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by Carlosein(m): 6:27pm On Mar 30, 2009
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Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by emiemi(f): 2:13pm On Mar 31, 2009
@ Ajanlekoko
Well, tollu, you should know by now that nobody's cheerful in Nigeria, really.
Aggression is built into our DNA, due to the physiological and socio-psychological pounding we all take every day, meted out by us to us!

grin grin grin LOL LOL grin grin grin

At least we have some people that can cause some of those customer service rep who are nairalanders laugh and take off some of the stress for today. I assure you the next customer will be courteously attended to. grin
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by angel101(f): 2:44pm On Mar 31, 2009
Yes customer service is horrible to say the least, i'll prolly go into details later but i think the problem is that we do not complain when we recieve poor service therefore service providers are not encouraged to do better. I for one am most likely labelled a difficult customer in most places. thats because i always speak up. I pay for a service no matter how little, and i demand the best or as colse to it as possible at least.
Nigerians should cultivate the habbit of giving feed back.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by DKNYtruth(m): 8:42pm On Mar 31, 2009
there's no will whatsoever; nigeria is like a 'devil's playground'; the same conduct you get from police and other law enforcement agents who has seen themselves as 'we (the govt) against them (the citizens)' not as someone there to protect the citizens; the same demeanor is reflected in our politicians; this in turn reflects in various aspect of life from one to the other, you name it,
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by DKNYtruth(m): 8:49pm On Mar 31, 2009
tpia:

the customer service culture people notice abroad is a result of TRAINING.


The staff are trained on the essentials of customer care and good service.

As long as business owners want to cut corners or avoid offending their staff for whatever reason or because they're sleeping with them, the bad attitudes will continue.

I agree with the last point but not much of the first pint; it's more of the environment, ethics and what obtained in our system not more of training; even the owner of a store in Nigeria of today (supossed 21st century) can ask you to go out of his or her store, whatever, you know what they say 'get out jo, and let good people with good money come in, how much do you have to spend self'. Just like banks tend to give more of their service to the guy with pregnant belly and not you with #5, 000.00 to open a savings account; whihc is not obtainable in a developed world! Who protects in Nigeria?
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by tpia: 8:50pm On Mar 31, 2009
DKNY_truth:

Just like banks tend to give more of their service to the guy with pregnant belly and not you with #5, 000.00 to open a savings account;

abi oh.  Sign of wealth.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by emiemi(f): 10:11am On Apr 01, 2009
DKNY_truth:

Just like banks tend to give more of their service to the guy with pregnant belly and not you with #5, 000.00 to open a savings account; whihc is not obtainable in a developed world! Who protects in Nigeria?

tpia:

abi oh. Sign of wealth.

That's called PCS Partial Customer Service not TCS ( Total Customer Service) grin grin
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by oludimuni: 3:48pm On Apr 02, 2009
Virtually everybody is psychically imbalance, cant think straight, does not know the right from wrong. Dont worry yourself about that, it has now become a 'norm'.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by MadMax1(f): 10:27am On Apr 06, 2009
Man I have been reading all the posts and nodding like my head would fall off. Women seem to be the worst offenders here. I was at a bank I don't normally use to transact business and some slip of a girl was snapping at everyone and when I asked a question she gave me lip. I detest rudeness and ordinarily I'd pay her no mind except the little runt seemed to be getting off on her attitide,like she was drunk with power or something. I went with my brother and he was already expecting trouble the moment the girl snapped at me. So I let er rip and yelled blue murder on her head. Not the sort of thing I normally do, but she was so RUDE. That was when other bank staff came over and started 'Madam sorry, please take it easy'. I filed a formal complaint and copied their head office. If service providers are rude it's because people put up with it.Just point their behavior out to them politely and let them know you find it offensive. That almost always works.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by babimore: 12:06am On Apr 07, 2009
Its easy to crucify other when we are not in their position.reading through all the comments by all contributing forumer,one can easily conclude that may the lack of good customer service is an inherent deficiency in our being ad a people.I think with adequate training there is a great hope for a great change.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by Jayholiday(m): 1:26am On Apr 07, 2009
Tell me about it. Its just terrible

Katlego Africa ~ http://www.katlegoafrica.com
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by MAITEMA(m): 3:12pm On Apr 07, 2009
Customer service in Nigeria is abysmal!

I have had numerous experiences, but the most annoying was when my car had a fault and my mechanic advised that the only place I could get genuine BMW spare parts is Coscharis Motors warehouse in Kirikiri.

After a tedious (bad roads) journey within Kirikiri town, I got to a point where I was directed to park because of road work and had to trek almost a mile under hot afternoon sun to get to to their warehouse location.

A heart warming reception would have eased my pains instead what happened was unbelievable! The attendant at the spare parts desk was unbelievably brash and terribly rude for a Customer Service attendant/Receptionist/Sales Girl whatever title she held there.

I greeted: good afternoon, surprisingly she hummed in response. I didn’t even know what she hummed and didn’t want care at that point.
I went on: please I am here to inquire if you have …?

She said: wait I will check
Her response was so lukewarm that I emphasized my statement

and said: I said I am here to inquire about…

She then said: give me your chassis number? I provided that.
All this while she was visibly typing a text msg on her phone, and had her attention was 100% on her phone whilst talking to me. She continued with her phone msg and I became impatient

and said: it would be courteous if you give me proper attention and check if you have what I am here for , and do that later.
It was then she made it clear to me that I was second priority to what she was doing.

she said: oga I said I will check for you just wait, ah ah
I then realized I had no option than wait because continuing arguing with her will mean more time wasted. And after truly waiting for some minutes, she lackadaisically asked me to confirm my car chassis number ( I was certain she didn’t take note the first time). I gave her again and she started checking their computer and the most annoying part of all of this was that she was acting as if she was doing me a favour.
After checking,

she said: there is only one showing in the system but let me go and check the shelf if it is there or if it is wrong packaging.

I said: why?

She said: sometimes it will show on the computer that the spare parts is there but when we get there it is the wrong spare parts that is in the carton.
This girl then took a lot of effort to get up from her seat and in the process made a call from her mobile phone! she then walked about 2-3 steps, stood still and finished her call before leaving, and after a long while came back to say that they didn’t have the spare parts, that it was wrong packaging as suspected, and that if I want I can go to their cashier’s desk to pay the FULL amount for the spare parts and then wait for about 3-4 weeks for it to be in stock and then I can come back and collect it, or I can go to Ladipo to look for it.

You can imagine how I felt. I thought for a moment to report her to a superior staff but then thought; if she had the audacity to act in this manner, then her action will be a normal thing there!

My conclusion; my time wasted, frustration doubled, I had to trek another mile under hot sun to get to where I parked.

On my way back I was thinking; wait a minute, this girl receives salary and does this to customers? I then thought Coscharis didn’t have competition and as she rightly said you can go to Ladipo and look for it, knowing that I wont find it there or that if I did it would be fake.

I ended up calling a friend abroad to assist me in buying the damaged parts and then courier to me. At the end of the day I spent about 60k to get it, and the price she quoted for me was 85k plus.

I have seen poor customer service in Nigeria but that Coscharis experience was the height.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by tpiah: 12:13am On Apr 29, 2009
poor customer service is a hallmark of Nigerian businesses!


There's no word for customer service in any Nigerian language! cheesy

Hence it's strange and foreign!
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by tollu: 9:12pm On Apr 30, 2009
Jeez Maitema,
That's a well written one, makes me feel as though I was in the room when it happened.
Good to hear u got what u wanted at the end of the day. and cheaper to boot.

Tpiah
LOL. That's got to be IT.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by babygirlfl: 10:27am On Apr 28, 2010
Good to know that other pple noticed this too. I had a very bad experience the last time I visited Nigeria. I forgot an important parcel and asked my sister to send it down to me thru 24hr service courier from london to lagos. I waited and no parcel arrived even after 7 days. I had to call the courier company in london who told me the parcel had been in Nigeria hours after it was sent. I went to the Lagos office only to find the parcel just sitting there on the table without them even bothering to post it. I reacted out of anger for the waste of time and rude attitude I received from them. Instead of talking calmly and appologizing, all he could say was that "this is the main reason I cannot marry girls from abroad " I was shocked as he clearly did not know how bad their actions were and how stupid he sounded. My opinion is Nigerians have bad customer service, incompetent and most expecially can not differentiate work from their daily lives.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by harakiri(m): 3:32am On May 25, 2010
@Post

When i experience this in "rural settings" or one-man business organizations, i can understand but in corporate institutions? It makes no sense. I have almost slapped cashiers and other bank staff more than once.When i was much younger and more youthful, i almost scaled the counter to beat the crap out of a mouthy cashier.Perhaps he thought the counter was some sort of barricade.

Fast food restaurants are another issue. . .to avoid their BS, i cook more often and avoid their BS. This attitude is a general one.It's very rare to see staff offering genuine customer service coz most times when they do that, they are after what you can "give" to them.

How sad! sad
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by smart007: 9:52pm On Jun 09, 2010
you are right my sister keeping tell them the truth.
Re: The Abject Dearth Of Customer Service In Our Businesses - My 'Ponderings' by tollu: 1:22pm On Sep 15, 2010
Hmmmm

It's been well over a year since I made this post. In that period, I found myself in customer service and let's just say that it really isn't that hard to make the people who come to us for assistance happy.

I've enjoyed myself and received numerous compliments and appreciations. Nigerian customers are mostly easy to serve and usually show their appreciation when served right.

I'm on a peronal campaign to take customer service to another level in Nigeria, does anyone have any suggestions? What I do currently isn't quite far reaching enough.

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