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Tuesday 24 December 2013
Thursday 12 December 2013
JUMIA.COM.NG PLEASE REFUND MY MONEY
On the 2nd of December 2013, I ordered for one piece of Samsung Active Tab 3 from Jumia.com.ng. I immediately got a confirmation mail both from Jumia.com.mg and from GlobalPay that the transaction was successful. It was then time to wait and according to their delivery terms and conditions, I was to get my product in 2 - 8 days. Delivery was meant to be in Enugu.
I did not hear from Jumia.com.ng after the order number was verified. I started getting worried that no one had contacted me and on the 5th of December 2013, I decided to call Jumia.com.ng on 01-46 04 400. To the biggest surprise of my life, my order had been cancelled the previous day being 4th December 2013. No notification was given and it was at this point that I began to question their credibility. I was told on the 5th when I made my first call that I would get my money in 2-3 business days and up till this moment being 10th of December 2013, I have not received anything from them. I have called Jumia.com.ng over 5 times and even on one occasion, the support representative kept me on hold without getting back.
I did not hear from Jumia.com.ng after the order number was verified. I started getting worried that no one had contacted me and on the 5th of December 2013, I decided to call Jumia.com.ng on 01-46 04 400. To the biggest surprise of my life, my order had been cancelled the previous day being 4th December 2013. No notification was given and it was at this point that I began to question their credibility. I was told on the 5th when I made my first call that I would get my money in 2-3 business days and up till this moment being 10th of December 2013, I have not received anything from them. I have called Jumia.com.ng over 5 times and even on one occasion, the support representative kept me on hold without getting back.
I humbly ask Jumia.com.ng to refund my money. One of the representative whom I spoke with today being the 10th of December 2013 told me that my money has been sent since 4th December 2013 whereas other representatives especially Fred, that I have spoken to before now told me to be patient till my money is refunded to my account. I have been to my bank and I can confirm that I have not received any money. I have also not received any alert to that effect.
Jumia.com.ng, please refund my money. I do not wish to escalate this beyond our dear forum. I am begging you. I do not regard you as a scam organization and in that vain, live up to your reputation by refunding my money.
Thank you.
From Akatakpo Omonigho
Monday 9 December 2013
3 STEPS TO TAKING CUSTOMER SERVICE FROM AVERAGE TO LEGENDARY
It was my first week on the job at Phone.com, things are going smooth until I get a call from a rather frustrated customer. Apparently she had called in for the past 3 weeks, trying to order an adapter from us that allows you to use a traditional home phone. This usually goes great, that is, as long as you can get it shipped to you in the first place. For whatever reason, Fedex thought this customer either lived on the moon, or just didn’t exist. Being a think-outside-the-box kind of guy, I decided to take matters into my own hands. I gave my adapter up for adoption.
It was tough to part ways. I hardly got a chance to even hold my brand new adapter in its shiny, delicate plastic packaging but it had to be done. There was a customer that needed to make calls, and I was probably going to use it for a doorstop. Priorities, right? When my fabled adapter arrived in our office, I sprinted out to meet the driver, intent on getting this thing shipped out today! I included a card apologizing for the agonizing wait, along with a colorful monkey sticker and ample happy faces. Nothing like putting a shine on a sticky situation like excessive stickers usually do.
Long story short, this customer received my fabled adapter within a few days, and is now a happy customer that will probably be with us for quite some time. This would have never been possible without a few simple steps that I took to make sure I made an impactful experience with this customer:
Go The Extra Yard! It’s one thing to stick to an established procedure, when that procedure works. When it doesn’t, you have to start thinking outside the box of logical procedures, and determine how you can overcome a perceived challenge and turn it into a victory.
Personalize The Service! It wasn’t enough to just send the adapter in a boring cardboard box. I took the steps to write out a personalized note that engendered an emotional connection to cool a rather emotionally frustrating situation.
Take swift actions! After a 3 week wait, I knew that time was of the essence. Tensions were high and impatience as a vocabulary word was now being thrown around commonly. I made sure the device got sent out the minute it got off the Fedex truck. Nothing like express service!
Overall, thinking outside the box for customers and empowering employees to make such decisions is what turns average customer service into something legendary. The next time you run into a tough situation, close the manuals, ignore the procedures, and pave a new path of discovery.
It was tough to part ways. I hardly got a chance to even hold my brand new adapter in its shiny, delicate plastic packaging but it had to be done. There was a customer that needed to make calls, and I was probably going to use it for a doorstop. Priorities, right? When my fabled adapter arrived in our office, I sprinted out to meet the driver, intent on getting this thing shipped out today! I included a card apologizing for the agonizing wait, along with a colorful monkey sticker and ample happy faces. Nothing like putting a shine on a sticky situation like excessive stickers usually do.
Long story short, this customer received my fabled adapter within a few days, and is now a happy customer that will probably be with us for quite some time. This would have never been possible without a few simple steps that I took to make sure I made an impactful experience with this customer:
Go The Extra Yard! It’s one thing to stick to an established procedure, when that procedure works. When it doesn’t, you have to start thinking outside the box of logical procedures, and determine how you can overcome a perceived challenge and turn it into a victory.
Personalize The Service! It wasn’t enough to just send the adapter in a boring cardboard box. I took the steps to write out a personalized note that engendered an emotional connection to cool a rather emotionally frustrating situation.
Take swift actions! After a 3 week wait, I knew that time was of the essence. Tensions were high and impatience as a vocabulary word was now being thrown around commonly. I made sure the device got sent out the minute it got off the Fedex truck. Nothing like express service!
Overall, thinking outside the box for customers and empowering employees to make such decisions is what turns average customer service into something legendary. The next time you run into a tough situation, close the manuals, ignore the procedures, and pave a new path of discovery.
Written by Derrick Arteus
Thursday 5 December 2013
CUSTOMER FIRST:LOYALITY THROUGH SERVICE RECOVERY
5Leonard L. Berry and A. Parasuraman put it beautifully. In their classic, Marketing Services: Competing Through Quality, they describe superior service recovery as “doing the service very right the second time.” In the simplest of terms, service recovery is the act of making things right for the customer whenever a service failure is occurs.
Should we aim at 100 percent accuracy in service delivery? Absolutely. Can we always achieve it? Maybe not. Do customers expect us to do it right at all times? They have a right to do so. But, fortunately, they also appreciate that occasionally things may go amiss despite the best of efforts.
Given that we should all endeavour to give great service the very first time and every time, there are times when things simply don’t work out that way. Since those who deliver service are fallible humans, they are bound to make mistakes once in a while. Sometimes, some situations beyond everybody’s control (the weather, for instance) limit the ability of service people to meet up with customer expectations. At other times, sheer human error or poor attitude crops up. Thus a delivery date may be missed, a bus service may take off late, a package may be delayed or the wrong product may be shipped.
Once the organisation is aware of a service failure – whether it discovers on its own or through a customer complaint – it is the manner of righting the wrong that makes all the difference. An excellent service recovery programme offers an organisation the opportunity to showcase its service orientation to an otherwise angry customer. Service recovery may, in certain situations, involve bending over backward to ensure that the customer is happy once again. In some organisations with excellent service culture, frontline staff are authorized to spend up to a certain amount of money in resolving a customer complaint without recourse to a superior. In others, there is a policy of complaint resolution at first contact. This means that whoever receives a complaint first or gets to know about a matter first, owns the problem and ensures that it is resolved immediately to the customer’s satisfaction.
What’s the payoff for “doing the service very right the second time”? In one word, loyalty. Various studies indicate that when a complaint is satisfactorily resolved, most customers will continue doing business with the organisation and may even become more loyal than they would have been if there had been no problem. This is known as the service recovery paradox. Do you need to disappoint customers sometimes in order to execute an excellent service recovery and earn their loyalty? That’s clearly not the way to go. The fact though is that customers are happy with those who resolve their challenges effectively. They also spread positive word of mouth, which brings in more customers.
But we need to clarify one point. The customer is the ultimate judge of satisfaction. Therefore to make dissatisfied customer happy again, the organisation must tackle the complaint with despatch, courtesy and empathy. If the service recovery process is long-winded and rigorous, the customer may remain dissatisfied after the problem has been resolved. Speed is of the essence. When we realise that most customers won’t complain then the importance of excellent service recovery cannot be overlooked.
It is important that every serious organisation have a service recovery plan with a simple procedure in place. The story is popularly told of how Nordstrom, a specialty retailer, accepted returned automobile tyres and refunded the customer the amount he said he bought the goods although the company never sold the tyres. The company allowed this just to keep a customer happy.
Few companies would go as far as Nordstrom. But every company definitely has a great opportunity to leave lasting impressions on customers through service recovery.
Here are a few suggestions you should consider.
*Have a service recovery system in place.
*Put your service recovery plan to work once a mistake has been identified, whether the customer is aware or not.
*Speed is of the essence. Do it now.
*Service recovery is not a cost. It is an investment.
WRITTEN BY ALLWELL NWANKWO & CULLED FROM VANGUARD ONLINE
Monday 2 December 2013
ETISALAT REACTS TO JULIUS AGWU'S #100M LAWSUIT
Telecoms giant ,Etisalat has reacted to Julius Agwu’s seven-day ultimatum that it should compensate him with the sum of N100 million or risk legal action over “alleged unlawful and unjustified blocking and/or swapping” of his Etisalat GSM phone number 08189555555.
In an email sent to PM News, Etisalat’s Public Relations Manager, Chineze Amanfo, stated that contrary to reports making the rounds, a SIM swap was performed on the said line after the requester provided the company’s customer care executives with necessary SIM replacement information, in accordance with laid down NCC regulations and process for SIM swap.
“Subsequently, upon a report made at our office by Mr. Agwu that he is the owner of the line and did not authorize anyone to swap it, our customer care executives promptly restored the line as well as the airtime lost during the swap process.
“Etisalat Nigeria is currently carrying out an internal investigation into the SIM swap incident and will refer the matter to the appropriate agencies for further investigation as may be necessary.
“We wish to assure the general public that Etisalat Nigeria is committed to the protection of the rights of its subscribers and to continue to provide value adding services to its customers.
“We will spare no effort to unravel the circumstances surrounding the alleged unauthorized SIM swap while encouraging our customers and the general public to protect their personal information at all times,” she stated.
Agwu had demanded compensation through his lawyer, Festus Keyamo, due to what he termed loss of business opportunities and the inconvenience experienced by him during the period.
Keyamo had in a letter to the company dated 26 November, 2013 stated that “in the event that you fail, refuse or neglect to accede to our above stated demand within seven (7) days from the receipt of this letter, we shall be compelled to set in motion against you, all legal machineries necessary to obtain legal remedy for our client.”
CUSTOMERS PROTEST ARIK AIR FREQUENT FLIGHT DELAY
Some passengers of Arik Air on Saturday protested treatment suffered in the hands of Nigeria’s biggest domestic airline.
The passengers at the Magaret Ekpo International Airport in Calabar, the Cross River State capital, had their flight delayed by almost four hours.
ccurrence was becoming a norm, saying the Lagos flight W3 504 scheduled for 1300hrs was delayed till 1630hrs.
“I cannot believe this and I may sue them. I have a function in Lagos which obviously I have missed. I was supposed to be at the wedding reception of a long time friend. But I had an engagement in the morning so I promised him that I will attend the reception.
“Now look at the time; we will arrive Lagos approximately 5:30pm. Then I have to rush down to Ikoyi from Murtala Mohammed Airport (in Ikeja). Wouldn’t it be better if I had stayed back,” he asked rhetorically.
Among those caught in the delay are medical practitioners under the aegis of Association Psychiatrists in Nigeria, APN. The group was in Calabar for a seminar on the theme:
‘Trauma beyond the physical’
‘Trauma beyond the physical’
One of them who spoke to DailyPost expressed dissatisfaction at the development, calling for appropriate sanction.
“We came here for a programme. Most of us should be in Lagos now with our families enjoying the weekend. I experienced this with Arik few weeks ago; it was an Abuja bound flight. This is no good for their corporate image.
Officials of the company refused to state reason for the delay. They were however seen appealing to the angry travelers to exercise patience.
“Please bear with us, we are very sorry. Everyone will be lifted soon,” a staff assured in response to a complaint by a traveler.
DailyPost observed that some of the passengers took interest in the Arsenal vs Cardiff football match as they await the announcement of their flight.
Later, the voice of a lady called them for checking and boarding. The time was exactly 4:28pm.
Friday 29 November 2013
THE NINE TIMES WHEN YOU SHOULD THANK YOUR CUSTOMERS
Thomas and Applegate recommend telling your customers "Thank You" during at least these nine situations:
When they do business with you...every time.
When they compliment you (or your company)
When they offer you comments or suggestions
When they try one of your new products or services
When they recommend you to a friend
When they are patient...and even when they are not so patient
When they help you to serve them better
When they complain to you
When they make you smile
You and your team members can say "Thank You":
Verbally
In writing (and don't underestimate the power of personal notes via snail mail)
With a small, tasteful, appropriate gift.
CULLED FROM ERICJACONSONONMANAGEMENT.COM
When they do business with you...every time.
When they compliment you (or your company)
When they offer you comments or suggestions
When they try one of your new products or services
When they recommend you to a friend
When they are patient...and even when they are not so patient
When they help you to serve them better
When they complain to you
When they make you smile
You and your team members can say "Thank You":
Verbally
In writing (and don't underestimate the power of personal notes via snail mail)
With a small, tasteful, appropriate gift.
CULLED FROM ERICJACONSONONMANAGEMENT.COM
Thursday 28 November 2013
JULIUS AGWU SUES ETISALAT
Comedian Julius Agwu has sued telecoms giant Etisalat to court for blocking his business line. He is demanding for N100million as compensation for jobs lost, contact lost, for the inconveniences, and for being mistreated by Etisalat staff.
Below is a statement from his lawyer, Festus Keyamo...
We are solicitors to Mr. Julius Agwu, one of Nigeria's most sought after entertainers (hereinafter referred to as "our client") and on whose behalf we write.
Our client is the owner of the Etisalat GSM phone number 08189555555, which he uses as his business line. On the 8th of October, 2013, our client travelled out of the country and returned on the 17th of the same month. Upon his return, he tried severally to make calls from the aforestated GSM line but same could not connect. Not only could he not make calls, he also could not receive calls on the said GSM line. This continued for some days until he got a message that his line had been blocked by the network provider.
Sequel to the above message, our client promptly visited your Abuja office at Hilton to report the matter. He was attended to by one Miss Joan, who informed him that somebody swapped his line. After our client successfully answered the security questions put to him, he was informed that his line had been restored, but the credit balance on the line was not returned.
Surprisingly, our client's aforestated line was blocked again after he left your said Abuja office. Once again our client visited your office at the local wing of the Murtala Mohammed International Airport Ikeja, Lagos to lodge a complaint, but painfully, nothing was done about it.
However, after sometime, our client was invited for a meeting at your head office in Lagos on the 14th of November, 2013 which he duly honoured. Present at the meeting (in addition to the officials of your organization) was Mr. Mobolaji Okusaga, the Managing Director of The Quadrant Company, in his capacity as media agents/managers for Etisalat Nigeria.
At the end of the meeting, our client was told for the umpteenth time that they would get back to him, which they again failed to do.
LOSS OF BUSINESS OPPORTUNITIES
It cannot be over emphasized that your actions of unlawfully blocking and/or swapping our client's line occasioned loss of business opportunities to him. As you are aware, our client as one of the most sought after Nigerian entertainers needs his phone line to be easily accessible to keep his business going. It therefore goes without saying that our client has lost some business opportunities as a result of your actions.
TAKE NOTICE that we have our client's firm instruction to demand and hereby demand the sum of N100,000,000.00 (One Hundred Million Naira) as compensation for the loss of business opportunities and the inconvenience caused our client by reason of your unlawful and unjustified blocking and/or swapping of our client's Etisalat GSM phone line.
TAKE FURTHER NOTICE that in the event that you fail, refuse or neglect to accede to our above stated demand within seven (7) days from the receipt of this letter, we shall be compelled to set in motion against you, all legal machineries necessary to obtain legal remedy for our client.
Thank you.
Yours sincerely,
Yours sincerely,
FESTUS KEYAMO, ESQ.
Tuesday 26 November 2013
WIN CUSTOMERS FOR LIFE WITH A KILLER STRATEGY
It doesn’t occur to many businesses that customer experience, like other business disciplines like marketing and branding, requires a strategy to keep it on track. Just like those other disciplines, it’s important to plan, train your staff, and measure results as much as possible. Let’s take a look at five steps to creating a killer customer experience strategy to grow your business.
1. Identify your ideal customer
Whether you have a brick-and-mortar or a website, your design, layout, and presentation isn’t going to please everyone. Are you a luxury brand? Are you targeting young people? Is you ideal customer a business owner? All of these things require a different approach to customer service. Your customer experience strategy isn’t a catch-all net, it needs to be geared toward the specific customers you want to grow your business around. The more information you are able to gather about your customer demographics and personalities, the more you are able to target your customer service strategy. Try to gather as much data as possible and use analytics to track your customer breakdowns online and off.
2. Ask questions
In some cases, customers have an idea of what they want but not exactly what they want. In other cases, customers have specific needs but have no idea what they want. It’s important to ask customers questions that go straight to their needs and identify solutions for them. The more questions you ask, the better you will understand your customer, and the better your business can serve him. By taking the time out to understand them, rather than rushing through a sale, you also reduce the need for customer guesswork and make it far less likely that he will look elsewhere for a better solution. Train your customer service staff to ask specific questions that will guide them to create a more targeted customer service experience.
3. Know the answers
If you sell a product or service, it’s imperative that you and everyone on your customer service staff know everything there is to know about your business, your competitors, and your industry. By educating your customer, you become more than just a business, you become a go-to resource for a person that needs someone with technical expertise that they can rely on.
4. An unhappy customer is an opportunity
Just because a person isn’t satisfied with one instance doesn’t mean you can’t turn them into a regular customer. Not every unsatisfied customer is angry, most are simply disappointed they didn’t get exactly what they wanted. Develop a strategy for how you deal with unhappy customers. Apologize, offer a refund or exchange if reasonable, and offer to go an extra step to ensure they are satisfied the second time around. It’s true, some customers you are never going to be able to please, but offering to make amends can actually strengthen a relationship between a business and a customer.
5. Follow up.
Not every unhappy customer will voice their dissatisfaction. Not every customer will let you know they actually needed something else on top of what they paid for. Not every customer will buy right away. Not every customer will remember you. All these reasons make it imperative that you follow up via phone, email, or social media to further ensure that the customer is satisfied. Don’t settle, make a simple checklist of customers and make sure that you or your staff reach out to each one.
The most important thing to remember when planning your customer experience strategy is that a business can’t be everything to everyone. There’s a specific customer niche that your business has inherently cut out for itself and those are the people you are trying to grow your business around.
CULLED FROM www.desk.com
Monday 25 November 2013
BANK EMPLOYEE CHARGED WITH DISBURSING #27.9M LOAN TO GHOST CUSTOMERS
A 30-year-old employee of a Micro finance Bank, who allegedly disbursed N27.9 million loans to ghost customers, on Thursday appeared before a Yaba Magistrates’ Court in Lagos.
Michael Atebo, who resides at No. 14, Akin St., Ikeja, is facing a three-count charge of conspiracy forgery and stealing.
The Prosecutor, Insp Godwin Anyanwu, told the court that the accused stole the sum from the AB Micro finance Bank, where he was in charge of loans.
He said that Atebo forged documents to disburse loans to ghost clients and converted the fund for his personal use.
Anyanwu submitted that the employee committed the offences in September, at No. 9, Oba Akran Ave., Ikeja.
He added that Atebo conspired with others at large to forge the signature of the bank’s supervisory officer, Mr Ebenezer Oluwasanmi, to be able to commit the crimes.
“His fraudulent act was discovered by the supervisory officer.
“Mr Opeyemi Odumusi, a Legal Officer of the AB Micro finance Bank reported the case, and the accused was arrested in his hideout in a hotel at Akute,” he said.
Anyanwu said that the offences contravened Sections 363, 409 and 285 of the Criminal Law of Lagos State, 2011.
The accused, however, pleaded not guilty.
The Magistrate, Mrs Adekorede Ajibade, granted him bail in the sum of N2 million with two sureties in the like sum.
Ajibade adjourned the case to Jan. 8, 2014 for mention. (NAN)
Wednesday 20 November 2013
ETISALAT AT CUSTOMER CENTRICITY SUMMIT
Brands were all present at the maiden Customer Centricity Summit, sponsored by Etisalat Nigeria. The three-day Summit, themed “Service Experience – What does Customer Centricity Mean for Business?”, was held at the Intercontinental Hotel in Lagos.
Put together by Montgomery West Africa, panel discussions focused on what customer centricity meant for businesses, how businesses were achieving this and customer experience challenges. Speakers also examined what customers considered to be excellent service experience, standard service delivery, customer experience transformation strategies, customer satisfaction, digital service delivery and the effects of internal changes on customers.
Speaking on Etisalat’s customer-centric DNA which earned it the first ever Nigerian Communications Commission (NCC) award for “Excellent Service and Effective Collaboration with the Consumer Affairs Bureau to ensure access to Customer Care Help line”, Chief Commercial Officer, Mathew Willsher, said customer centricity meant a total committed approach to delivering lasting and effective customer experience.
“The ability to speak with customers in their locations should be at the forefront. By interaction, an organization is able to collate customer issues, pay attention and create long-term solutions. This is why Etisalat has hundreds of Customer Experience Centres across the country while keeping online care platforms open 24 hours. The mission is to keep people first and satisfy customers always. The result is happy customers who spend more, recommend more and stay longer,” the Etisalat Nigeria CCO said.
Also speaking at the Summit, Managing Director, Montgomery West Africa, Tori Abiola, said “Customer experience is about emotions and emotions are about people. While considering various business strategies, it is important to also take a look at the internal atmosphere. The right customer experience drives retention, competitiveness and future business growth by motivating customer centric decisions.”
Photos from the event:
Tuesday 19 November 2013
FIRST BANK WINS NEBA AWARDS 2013
As the organisers of Nigeria Elite Business Awards unveil winners of the 2013 edition of the premier business awards, First Bank Plc has emerged winner in many categories.
The bank emerged the Bank of the Year in the awards while Olabisi Onasanya, GMD/CEO of bank emerged the CEO of the Year. According to Elite Business Africa Network, organisers of the awards, the bank was recognised for its superlative performance, improvements, observance of corporate ethics and most importantly, quality service delivery to its teaming customers across the country.
Speaking at the awards, Sam Ohuabunwa, chairman, Elite Business Africa Network, noted that the awards, which span between June 2012-June 2013, was initiated to reward companies and individuals who have shown great corporate character and innovations in their business and operations.
He noted that Nigerian corporate world need healthy competition to improve on service and product delivery, and the lack of such rivalry results in less competitiveness of Nigerian brands in global market and less contributors to the Nigerian economy. Speaking on the rationale behind the awards, Pat Utomi, renowned economist, noted that keying into the objectives of the awards is necessary because the future of the country depends on the healthy existence of the Nigerian corporate world and the various efforts of the entrepreneurs the awards is celebrating.
Besides First Bank, other winners in the award ceremony held recently at Civic Centre, Victoria Island, Lagos, include Mansard Insurance Plc-Insurance Company of the Year, Delmas; Shipping & Marine Company of the Year, NESTLE Nig Plc; Food and Beverage Brand of the Year, while Samsung won Consumer Electronic Brand of the Year.
Others are MTN; the Telecom Company of the Year, Total Nig Plc, Oil & Gas Company of the Year, while Dangote Plc won Company of the Year award.
Also, Leo-Stand Ekeh, CEO, Zinox Computers emerged the Entrepreneur of the Year, Michael Balogun, chairman, FCMB Group, won the Lifetime Achievement Award, while Gombe State and governor, Ibrahim Hassan Dankwambo, won the Enabling State and Governor of the Year award.
In his remarks, Namadi Sambo, vice president of Nigeria, represented by Olusegun Aganga, Minister of Industry, Trade and Investment, noted that awards such as NEBA are what government is looking for because of the positive impact it has on entrepreneurs, the Nigerian corporate world and ultimately, the Nigerian economy.
Monday 18 November 2013
ALL I KNOW ABOUT CUSTOMER SERVICE I LEARNED AS A PAPER BOY
As a kid growing up in the less-than-opulent lumber towns of central Oregon, I understood early that I possessed a “customer service” mentality.
My first venture? Door-to-door sales; a publication called Grit – “Celebrating Rural America Since 1882”. I made a nickel for each sale. In my mind, though, I knew each customer had to be worth more to my pre-adolescent enterprise than five cents a week. I was a 52-pound business-man in my Toughskins and Keds – and I wanted more, for me and my customers.
Here, at a very young age, is where I learned that exceeding expectations through high-quality customer service – perhaps even with a less-than-extraordinary product – moves your company toward achieving even the loftiest goals. A culture of excellent service becomes your brand… and customers become your champions.
My first venture? Door-to-door sales; a publication called Grit – “Celebrating Rural America Since 1882”. I made a nickel for each sale. In my mind, though, I knew each customer had to be worth more to my pre-adolescent enterprise than five cents a week. I was a 52-pound business-man in my Toughskins and Keds – and I wanted more, for me and my customers.
Here, at a very young age, is where I learned that exceeding expectations through high-quality customer service – perhaps even with a less-than-extraordinary product – moves your company toward achieving even the loftiest goals. A culture of excellent service becomes your brand… and customers become your champions.
Relationships are Royalty
Central to customer service is the art of building relationships. Customers, vendors and strategic partners all have a choice of who they work with – and they generally choose to do business with people they like (or at least who they respect). Offer a smile or anecdote. Ask how they’re doing. Engage in meaningful (read “non-work”) conversation. This interaction means a lot – in 1970, and now when we relate through Twitter, Linkedin and Facebook.
Central to customer service is the art of building relationships. Customers, vendors and strategic partners all have a choice of who they work with – and they generally choose to do business with people they like (or at least who they respect). Offer a smile or anecdote. Ask how they’re doing. Engage in meaningful (read “non-work”) conversation. This interaction means a lot – in 1970, and now when we relate through Twitter, Linkedin and Facebook.
Central to customer service is the art of building relationships
Do What You Say You’re Going to Do
My first week, an elderly man paid me one month in advance. One condition: “I want the paper placed right… here,” he said, pointing to a specific spot on his porch. “With the last guy, I had to open the door all the way just to get my paper… I won’t tolerate that.” Happy for the dollar, I said, “Yes, Sir!” Two weeks later, however, I forgot my end of deal. The man, whose walking aid didn’t go down three inches to the porch without tremendous effort, fired me. Broken promise. Lost customer.
Never Throw Away an Opportunity to Hand Deliver
I learned quickly that a message or product delivered personally was good for business. In our digital world, of course, we know that hand delivery isn’t always possible. What a difference is made, however, when we hand-write a personal thank you note or go out of our way to smile. Or maybe offer to buy a customer or social media friend a cup of coffee when you’re in town. All good, personal ways to exceed expectations – and “hand deliver” your brand.
My first week, an elderly man paid me one month in advance. One condition: “I want the paper placed right… here,” he said, pointing to a specific spot on his porch. “With the last guy, I had to open the door all the way just to get my paper… I won’t tolerate that.” Happy for the dollar, I said, “Yes, Sir!” Two weeks later, however, I forgot my end of deal. The man, whose walking aid didn’t go down three inches to the porch without tremendous effort, fired me. Broken promise. Lost customer.
Never Throw Away an Opportunity to Hand Deliver
I learned quickly that a message or product delivered personally was good for business. In our digital world, of course, we know that hand delivery isn’t always possible. What a difference is made, however, when we hand-write a personal thank you note or go out of our way to smile. Or maybe offer to buy a customer or social media friend a cup of coffee when you’re in town. All good, personal ways to exceed expectations – and “hand deliver” your brand.
What a difference is made when we hand-write a personal thank you note
You Can Never Get Up Too Early (Metaphorically)
When I was selling Grit, my customers were always up early. So was I, partly because they respected me for getting up early to get my work done – and also because I wanted them to see me working hard. When do your customers do their best work? Or use your product the most? Do your customers see you?
Surprise Your Customers
It is amazing what happens when your customers are genuinely, pleasantly surprised by your brand. When I heard grandkids were visiting my customers, for example, I would tape pennies or Bazooka gum to the inside of the newspaper – creating a page-by-page treasure hunt for the children, and a pleasant distraction for my customers. In the scheme of things, not a huge deal – but a terrific way to extend the relationship, gain referrals, and create customers for life… for, literally, pennies.
When I was selling Grit, my customers were always up early. So was I, partly because they respected me for getting up early to get my work done – and also because I wanted them to see me working hard. When do your customers do their best work? Or use your product the most? Do your customers see you?
Surprise Your Customers
It is amazing what happens when your customers are genuinely, pleasantly surprised by your brand. When I heard grandkids were visiting my customers, for example, I would tape pennies or Bazooka gum to the inside of the newspaper – creating a page-by-page treasure hunt for the children, and a pleasant distraction for my customers. In the scheme of things, not a huge deal – but a terrific way to extend the relationship, gain referrals, and create customers for life… for, literally, pennies.
WRITTEN BY MARK BABBIT CEO Switchandshift.com
Friday 15 November 2013
JULIUS AGWU RECOUNTS HIS BAD CUSTOMER SERVICE EXPERIENCE WITH ETISALAT
Funny man Julius Agwu is extremely not happy with law enforcement after he was defrauded while in the United States.
The comedian said his sim card was swapped and whoever did it used it to gain access to his credit cards and used them in Italy.
Agwu said,
”While I was in America to see my new baby, I suddenly realized that my Etisalat line was inactive. I couldn’t receive and make calls. I went to Etisalat office in Hilton to complain and to discover what the problem was. I was told someone asked the company to swap my line. I got very worried immediately and queried them.
How could someone’s line get swapped without the authorization of the owner? Even as the owner of the line, I would issue an authorization letter to effect that. I was worried because I personally registered the line and I told them I want to know the staff that granted the request but they refused. It was however rectified that very day by one Miss Joan and I was able to make use of the line again momentarily, for that day only. I later made several calls to the customer care and till now, nothing has been done.
Due to their negligence, I have lost few jobs because that is the only line some clients could reach me on. Another painful aspect of it all is that the person broke into my credit card account and it was used in Rome and Milan. And as a matter of fact, I didn’t go to those places. I have to block the card because I have lost money.
The credit on the line was also transferred to the new line by the person who swapped it. There is a high level of impunity in this country and nobody cares. I’m crying out so that people can know how shameless and useless some brands can be. I will take this matter to the Nigeria Communications Commission (NCC) and National Human Rights Commission. I should be fully compensated because even till now, the problem has not been rectified.”
Thursday 14 November 2013
MTN ENHANCES CUSTOMER CONVENIENCE WITH AUTOMATIC AIRTIME TOP UP
MTN, mobile network operator, has introduced a service called MTN Auto Top-Up that will enable customers conveniently and routinely top the airtime on their phones. MTN is ushering in a new era of comfort for its high value customers through a partnership with Nigerian banks. Shedding more light on the service, Larry Annetts, Chief Marketing Officer, MTN Nigeria, said that MTN Auto Top-Up enables subscribers to recharge their mobile account or pay their bills from available deposits in their bank accounts with ease and convenience.
The service, he added, is yet another addition to the growing plethora of innovative ways by which MTN customers can replenish airtime credit.
“Our objective is to deliver better value to our customers than anyone else.” “The innovative offering is consistent with keeping our customers in tune with tools that enhance their productivity. This service brings a new level of convenience to our esteemed customers as it is designed to deliver speed and simplicity”, he added.
On her own part, Christabel Onyejekwe, executive director of NIBSS, said; “This service would give MTN’s subscribers an easy and very comfortable means of auto-recharging.
“The service leverages NIBSS interoperability capabilities to ensure smooth and seamless payment from subscribers’ account in any Nigerian bank with no Payment Card required.” To make use of this service, subscribers need to log on to their bank internet platforms and perform a one-off recharge of their airtime or set up a recurring standing order mandate for airtime top up on any date of their choice. Whatever option chosen, the equivalent amount of money is debited from the deposit account and the airtime value is credited to the phone.
Wale Goodluck, corporate services executive, MTN Nigeria said, “This service is in line with our commitment to delivering a bold new digital world to our esteemed customers wherever they may be. We’ll continue to enrich the lives of our customers by providing them with a robust bouquet of innovative products and services.”
Monday 11 November 2013
OVER 50 AERO CONTRACTORS PASSENGERS STRANDED ALL NIGHT IN ABUJA
Dozens of passengers were on Friday night till Saturday morning stranded at the Abuja airport as the airline they paid to transport them failed to do so.
The passengers had each paid several thousands of naira to be flown by Aero Contractors to Lagos from the Nigerian capital.
The flight, AJ132, was scheduled to leave Abuja at 6:30p.m. on Friday
In what has become a norm among domestic airlines operating in Nigeria, the flight was announced to have been delayed. Early on Friday, the passengers got a message from the airline announcing a delay in the flight by about 3 hours.
“This is to inform you that our flight AJ132 from Abuja to Lagos Today the 8th of November 2013, has been rescheduled to 21:40hrs due to operational reasons. Check in starts two (2) hours before and ends forty(40) minutes before departure. We sincerely apologize for any inconvenience this may cause you. For rescheduling, please call: 01-6284140 or mail tickethelpdesk@acn.aero,” the airline said in the message sent to the passengers.
Many of the passengers arrived earlier than two hours before 9:40 p.m. for the trip.
“Based on their message, I got to the airport around 7:30 p.m.,” one of the affected passengers, Charles Musa, said.
Before 9:30 p.m., the airport announcer announced that the flight had been further delayed with many of the passengers lamenting the situation.
“They still announced and assured us that we were going to fly to Lagos. And so when they announced that a plane had landed from Lagos, we were asked to queue up for boarding,” Mr. Musa, a Lagos-based lawyer said.
PREMIUM TIMES learnt that the plane from Lagos, which was also a delayed flight, arrived Abuja some minutes before 12 midnight.
After the passengers in the plane disembarked, the Lagos-bound passengers queued and were ready to board.
“Surprisingly, the pilot just came out with his crew and said he was not told to fly back to Lagos. He said he would not fly,” Mr. Musa said.
The passengers were thus left stranded at the tarmac around midnight with no official announcement about their flight from Aero. Some junior staff of the airline, however, told them they would be flown to Lagos at 7:00 a.m. on Saturday but kept mum on where the passengers would stay for the next seven hours before the flight.
The Abuja airport is one of many being remodelled by the aviation ministry, with only makeshift facilities available for both arriving and departing passengers. The airport currently has no facility for a resting area or a hotel.
“Some of us decided to go sleep inside the plane as no other provision was made for us by Aero.
“The plane was locked, but there was another Aero plane nearby. About 30 passengers including foreigners therefore went to sleep inside the other plane,” Mr. Musa said.
The passengers were, however, asked to leave the plane by soldiers at about 3:00 a.m. on Saturday with many of them sleeping on the floor at arrival lounge of the airport.
Aero, which says its mission is to “provide a safe, reliable, efficient and competitive service to our customers”. again delayed its flight on Saturday morning, with the almost 60 passengers finally travelling to Lagos at about 8:00 a.m.
“ We left Abuja at 8:00 a.m. No apologies, no compensation from Aero. It was sad, one of the passengers was at the airport since 1:00 p.m. on Friday,” Mr. Musa said.
Aero Contractors, which won the ‘Best West African Airline of the Year 2012 Award’ at the West African Tourism and Hospitality Awards, refused to respond to PREMIUM TIMES’ enquiry on the treatment of the passengers, and any possible compensation.
The passengers had each paid several thousands of naira to be flown by Aero Contractors to Lagos from the Nigerian capital.
The flight, AJ132, was scheduled to leave Abuja at 6:30p.m. on Friday
In what has become a norm among domestic airlines operating in Nigeria, the flight was announced to have been delayed. Early on Friday, the passengers got a message from the airline announcing a delay in the flight by about 3 hours.
“This is to inform you that our flight AJ132 from Abuja to Lagos Today the 8th of November 2013, has been rescheduled to 21:40hrs due to operational reasons. Check in starts two (2) hours before and ends forty(40) minutes before departure. We sincerely apologize for any inconvenience this may cause you. For rescheduling, please call: 01-6284140 or mail tickethelpdesk@acn.aero,” the airline said in the message sent to the passengers.
Many of the passengers arrived earlier than two hours before 9:40 p.m. for the trip.
“Based on their message, I got to the airport around 7:30 p.m.,” one of the affected passengers, Charles Musa, said.
Before 9:30 p.m., the airport announcer announced that the flight had been further delayed with many of the passengers lamenting the situation.
“They still announced and assured us that we were going to fly to Lagos. And so when they announced that a plane had landed from Lagos, we were asked to queue up for boarding,” Mr. Musa, a Lagos-based lawyer said.
PREMIUM TIMES learnt that the plane from Lagos, which was also a delayed flight, arrived Abuja some minutes before 12 midnight.
After the passengers in the plane disembarked, the Lagos-bound passengers queued and were ready to board.
“Surprisingly, the pilot just came out with his crew and said he was not told to fly back to Lagos. He said he would not fly,” Mr. Musa said.
The passengers were thus left stranded at the tarmac around midnight with no official announcement about their flight from Aero. Some junior staff of the airline, however, told them they would be flown to Lagos at 7:00 a.m. on Saturday but kept mum on where the passengers would stay for the next seven hours before the flight.
The Abuja airport is one of many being remodelled by the aviation ministry, with only makeshift facilities available for both arriving and departing passengers. The airport currently has no facility for a resting area or a hotel.
“Some of us decided to go sleep inside the plane as no other provision was made for us by Aero.
“The plane was locked, but there was another Aero plane nearby. About 30 passengers including foreigners therefore went to sleep inside the other plane,” Mr. Musa said.
The passengers were, however, asked to leave the plane by soldiers at about 3:00 a.m. on Saturday with many of them sleeping on the floor at arrival lounge of the airport.
Aero, which says its mission is to “provide a safe, reliable, efficient and competitive service to our customers”. again delayed its flight on Saturday morning, with the almost 60 passengers finally travelling to Lagos at about 8:00 a.m.
“ We left Abuja at 8:00 a.m. No apologies, no compensation from Aero. It was sad, one of the passengers was at the airport since 1:00 p.m. on Friday,” Mr. Musa said.
Aero Contractors, which won the ‘Best West African Airline of the Year 2012 Award’ at the West African Tourism and Hospitality Awards, refused to respond to PREMIUM TIMES’ enquiry on the treatment of the passengers, and any possible compensation.
CULLED FROM PREMIUM TIMES
CUSTOMER IS KING BUT THERE IS A KING MAKER
It is morning and the hall is already bustling with activities; staff members are dressed in their best Ankara dresses. It has become a yearly tradition of showcasing their best Ankara wears, stilettos or sandals, braids packed in doughnuts, faces glazed with Tara make-ups, smiles miles too wide, ladies sashaying and the men acting super cool – all of them huddled together, looking like glossy characters in a glam magazine.
It is customer service week. This week-long international celebration of customers and the service people is done every first week of October. For many banks, the halls are well decorated like it is Christmas already. Business opens each day with exaggerated fanfare and customers are stunned by the smiling faces waiting to serve them. Candies and cakes are served intermittently, or kept at points where customers would easily serve themselves. And on the last day of the celebration, a TGIF party is thrown in the banking hall or at an expensive club and staff members party like the world would end that night.
Services have become homogeneous; what is obtainable in one bank is found in the next. The only difference is in the service delivery. And for a business that wishes to sustain progress, emphasis should be placed on “satisfaction.” I will come back to this later.
Customer service determines if customers make return purchases or if they would quietly end their business relationship with you. Days are gone when customers are treated like they had come to beg for crumbs falling off the banks’ tables. Internet brought about online real-time banking and it swallowed the old manual ledger system. This led to aggressive competition; and yes, competition became the yardstick that whups your ass silly until you do like your mates are doing. Else, close shop and get out of the way. Or park well and look out for what your competitors are not doing well. Steal ideas and re-package them in shiny wrappers. Just like it was done with some savings accounts now having current account features, or the current account with saving account features. Businessmen are lured in for better, fleshier kill. They become your prey for life.
Customer service determines if customers make return purchases or if they would quietly end their business relationship with you. Days are gone when customers are treated like they had come to beg for crumbs falling off the banks’ tables. Internet brought about online real-time banking and it swallowed the old manual ledger system. This led to aggressive competition; and yes, competition became the yardstick that whups your ass silly until you do like your mates are doing. Else, close shop and get out of the way. Or park well and look out for what your competitors are not doing well. Steal ideas and re-package them in shiny wrappers. Just like it was done with some savings accounts now having current account features, or the current account with saving account features. Businessmen are lured in for better, fleshier kill. They become your prey for life.
The April 2013 KPMG report on Banking Industry Customer Satisfaction Survey (BICSS) rated GTBank as the most Customer-Focused Bank while Zenith Bank occupies the second position. You are tempted to ask – “What the hell are other banks doing at below 70% customer satisfaction since these two banks never got to 80%? Isn’t that some sort of abuse on their loyal customers’ sensibilities?”
Were you to carry out an independent internal customer satisfaction survey and ask staff members these basic questions – Are you satisfied? Why are you not satisfied? Does it affect your service delivery? – you would be alarmed at the responses or the tensed silences. But in those spaces where bankers meet to talk over bottles of beers and nkwobi – at bars or eateries, at wedding ceremonies or parties – you would finally listen in, after guards have been let down, to the emotional topics that range from sexual abuse to mental abuse to victimisation to under-appreciation to under-payment to target-chasing.
Abuse leads to silence or obvious revolt.
Abuse leads to silence or obvious revolt.
For the abused housemaids, you discover that they revolt these ways – from poisoning their madam’s food, to pissing in babies’ meals, to beating their madam’s children, to locking up the kids in dark wardrobes – their own version of an-eye-for-an-eye. They become the horror story.
For the banker, they kill customer satisfaction and this is a huge threat to a business.
Set up a perfect system, design an easy process flow, put in the disgruntled staff, the customer walks in and you have bad service. Then KPMG captures the bad service.
Our emotions determine our moods which determine how we serve. There is just little much our sensibilities can take. Because while you strive to keep the positive spirit, you get hit by the nausea that comes with under-appreciation, especially when your employer pays bonuses to the “full staff members”, while you, the under-paid outsourced staff, who does the job of a full staff, who is paid 30% the salary of the entry-level full staff, who faces the customers, who can kill the business “maintains” because “good things cometh to those who wait upon the Lord.” You struggle against these forces, against sexual abuses or victimisation. And then you explode. And your customers suffer.
Set up a perfect system, design an easy process flow, put in the disgruntled staff, the customer walks in and you have bad service. Then KPMG captures the bad service.
Our emotions determine our moods which determine how we serve. There is just little much our sensibilities can take. Because while you strive to keep the positive spirit, you get hit by the nausea that comes with under-appreciation, especially when your employer pays bonuses to the “full staff members”, while you, the under-paid outsourced staff, who does the job of a full staff, who is paid 30% the salary of the entry-level full staff, who faces the customers, who can kill the business “maintains” because “good things cometh to those who wait upon the Lord.” You struggle against these forces, against sexual abuses or victimisation. And then you explode. And your customers suffer.
KPMG camera clicks.
What the financial industry should do every customer service week is:
Contract KPMG to carry out internal customer satisfaction survey
Create a department to deal with issues raised
Set up a department to monitor when last a staff was promoted or was allowed to go on leave
What the financial industry should do every customer service week is:
Contract KPMG to carry out internal customer satisfaction survey
Create a department to deal with issues raised
Set up a department to monitor when last a staff was promoted or was allowed to go on leave
And this: why would a bank outsource their staff from companies owned by their executive directors, or managing directors (as was the case of Cecilia Ibru), or relatives/wives and friends of these directors?
And this: the degree of job responsibility and risks this cadre of staff members are exposed to should be simultaneous with their income.
In between these issues are the reason superior customer service is yet to be achieved in our banking industry. This is the reason we are haunted with the reports of disgruntled staff ruining the banking application software or crumbling the day’s business. And this can be checked.
Truly, the customer is king; but the staff member is the king maker.
Written by Ukamaka Olisakwe
Tuesday 5 November 2013
STERLING BANK LAUNCHES THE STERLING ARSENAL DEBIT CARD
The highly publicized partnership between Sterling Bank and Arsenal Football Club has been formally sealed with the launch of the co-branded debit cards for the use of millions of fans and card holders in Nigeria.
As part of Sterling Bank’s unique focus on satisfying the deepest needs and passions of its customers, these co-branded debit cards, (available in VISA and VERVE) are one of numerous benefits of the initial three-year partnership between the bank and Arsenal Football Club.
Commenting during the event which held at The Emirates Stadium, London, Yemi Adeola, the CEO of Sterling Bank Plc explained that “the initiative underscores the Bank’s strategic retail market focus while Ivan Gazidis, the CEO of Arsenal Football Club highlighted the rich history of the Club and ‘noted the deep similarities in history and values between both organizations; promising that “the Club will remain true to its founding ideals”.
Commenting during the event which held at The Emirates Stadium, London, Yemi Adeola, the CEO of Sterling Bank Plc explained that “the initiative underscores the Bank’s strategic retail market focus while Ivan Gazidis, the CEO of Arsenal Football Club highlighted the rich history of the Club and ‘noted the deep similarities in history and values between both organizations; promising that “the Club will remain true to its founding ideals”.
With the formal launch now off the ground, Sterling Bank customers; especially the Arsenal fans and holders of the Sterling-Arsenal co-branded debit cards can now begin to enjoy access to Club-related benefits and incentives to help them live their passions as well as more value-added privilegessuch as official merchandise and tickets to see the team in action at Emirates Stadium, youth coaching clinic for coaches on the auspices of Sterling Bank in Nigeria and lots more.
Sterling Bank Plc is a leading commercial bank in Nigeria and one of the country’s fastest growing banks. Originally incorporated in 1960 as NAL Bank (the country’s first investment banking franchise), it acquired the operations of the erstwhile Equitorial Trust Bank in November 2011 in pursuit of its growth and expansion plans. The bank currently operates out of 165 branches, about 4,648 POS and 241 ATMs across the Nigeria.
Sterling Bank Plc is a leading commercial bank in Nigeria and one of the country’s fastest growing banks. Originally incorporated in 1960 as NAL Bank (the country’s first investment banking franchise), it acquired the operations of the erstwhile Equitorial Trust Bank in November 2011 in pursuit of its growth and expansion plans. The bank currently operates out of 165 branches, about 4,648 POS and 241 ATMs across the Nigeria.
Monday 4 November 2013
ACCESS BANK FRUSTRATES ME
I have an account with Access Bank Plc, Iwo Road branch Ibadan, Oyo State. On January 28, 2012, I lodged N12, 000 into the account at the Bodija branch of the bank to aid the processing of an admission to a university in Canada. But the money was not credited into the account. Because of this, the University of Regina, Canada, where I was seeking admission could not deduct the sum of $100 from the account. My receipt number was 11452613. Despite repeatedly visiting the bank to complain that I was getting negative report from the school website about my payment, nothing was done until the admission closed on March 1, 2012. This made me lose a 4-year-academic scholarship that covered my family’s movement to Canada.
Previously, the bank also failed to effect a payment of N35,000 I made through a check number 061921511 to an insurance company for Premium Life Assurance on my daughter on January 8, 2011.
Even when I instructed my lawyer to write the bank in March 2012 through its South West Regional Office, Ring Road, Ibadan and Bodija branch, there was no response for several months despite evidence that the letters were received.
Olusola Z.A, Plot 7, Alapata Ojoo, Ibadan Oyo State, zealwitease@yahoo.com, 08144866xxx
Culled from Saturday Punch,November 3rd 2013.
Culled from Saturday Punch,November 3rd 2013.
Friday 1 November 2013
WHAT YOU DON'T KNOW ABOUT CUSTOMER SERVICE
We all know that customer service is important, but did you know it's this important:
78% have bailed on a transaction or have not made an intended purchase because of poor service experience.
A typical business will only hear from 4% of its dissatisfied customers.
Loyal customers are worth up to 10 times as much as their first purchase.
It takes 12 positive experiences to make up for one unresolved negative experience.
Consumers buy from people they like, people they can create a relationship with. It's no longer enough to just provide customer satisfaction, you just create customer loyalty. Customer service is a vital part of marketing your business. Why? Because consumers talk about customer service, they tweet about customer service and they will tell every person they know about your customer service.
A typical business will only hear from 4% of its dissatisfied customers.
Loyal customers are worth up to 10 times as much as their first purchase.
It takes 12 positive experiences to make up for one unresolved negative experience.
Consumers buy from people they like, people they can create a relationship with. It's no longer enough to just provide customer satisfaction, you just create customer loyalty. Customer service is a vital part of marketing your business. Why? Because consumers talk about customer service, they tweet about customer service and they will tell every person they know about your customer service.
How much time have you taken to evaluate the customer service of your business? Perhaps it's time to re-evaluate the importance.
Have you lost focused on your most valuable asset - your customer? Customers will pay more to ensure superior customer service, but many businesses are lacking in that department.
As a 9 year old says when asked about the meaning of customer service, "Customer service is providing "service to customers." When it's put in those simplistic terms, how are you doing?
Monday 28 October 2013
UBA INTRODUCES NEW E-COMMERCE PLATFORM
United Bank for Africa (UBA) Plc In partnership with Netplus Advisory Limited has introduced a new e-commerce platform called U-Mall. U-Mall is an online super mall where different retailers can get retail space, display and market their goods to different buyers, providing variety and competitive pricing for potential buyers. called U-Mall.
The new U-Mall allow several small business owners in different sectors of the economy open online stores hosted on a single e-commerce platform to display and sell their goods online to potential shoppers on the internet.
Thursday 24 October 2013
WOW FACTORS THAT KEEP CUSTOMERS COMING BACK
The essential WOW factor is what separates great customer service from a mediocre one. And if you always wow your customers and prospects, they will be loyal customers for the long haul. Furthermore, they will turn into evangelists for your products/services, constantly referring prospective customers by raving about how you wow them. Find below the top 5 tips on how to wow your customers and keep them coming back:
1.Go the extra mile – Going the extra mile is like taking the road less travelled by, as not many business owners actually do this. Remember every customer interaction is an opportunity to go beyond the call of service. It doesn’t even have to be a grand gesture all the time. It could be as simple as carefully attending to your customers’ questions and concerns or as generous as offering free shipping.
2.Make them feel important – If you keep treating customers like a cash vending machine, overlooking their needs and wants, they won’t be loyal to you and you’ll most likely lose them to the next competitor with better services. People like doing business with companies who value them and take the time to develop an ongoing relationship with them. Let customers and prospects know you genuinely care. Learn their names, special preferences, interests, etc so you can readily engage in conversations with them.
3.Surprise them – This is a sure-fire way of WOWing your customers. Surprise them by throwing in a little something extra in their package for shipping—a handwritten note, a freebie, discount coupon etc. Send them a nice gift or a customised cake on their birthdays. How about a gift card to their favourite restaurant during their wedding anniversary? Get creative. Rest assured these unexpected gestures will WOW them even long after the surprise is over.
4.Pay attention – Have you experienced walking into a shop and had to wait a long time since the staff is on a personal call or the staff didn’t acknowledge your presence? Have you ever emailed or left a ton of messages to a company only to be ignored? It’s such an awful feeling! This also translates to seeing your customers leaving you for a major competitor, while spreading their bad experience to their network. Lesson? Give your 100% attention to your customers. Greet and serve them gladly. Treat them like your business depends on them—because it does.
5.Utilise social media – Extend customer service to Facebook, Twitter and other social networking sites appropriate for your industry and target market. You can wow them on these platforms by responding quickly with helpful solutions, links and product/service advice. Get a bit more personal by encouraging customers to post photos of themselves using your products/services, launching contests, featuring testimonials, and other fun and creative ways to involve your customers.
Instead of doing traditional marketing, consider implementing these practices above to make your customers say, “Wow!” and make them your lifelong supporters.
Source www.e2wards.com
ACCESS BANK LAUNCHES CORPORATE INTERNET BANKING SOLUTION
Access Bank has introduced Nigeria’s first corporate internet banking solution with a variety of features optimised to address the traditional payment and cash management requirements of large corporate and other categories of businesses. Unveiled in Lagos Monday, the solution – Primus, is developed to address the complexity of daily business operations through effective management of payments, receivables, liquidity and supply chain.
Primus is an intelligent banking solution with interactive capacity to help businesses forecast cash flow, optimise trade services, management investment and support their internal reporting and reconciliation processes. The revolutionary internet corporate banking solution is specifically designed to enhance business efficiency by simplifying the complex dynamics of daily operations of businesses and their relationship with value chains.
Primus is one of the 200 industry defining initiatives scheduled for implementation by the bank in the coming months, Aigboje Aig-Imoukhuede, Access Bank group managing director, said, while addressing a broad audience of chief executive officers and financial officers at the product launch. The introduction of Primus is Access Bank’s response to the growing need for an intelligent banking solution that supports the daily activities and operational success of businesses in Nigeria, Aig-Imoukhuede said.
Monday 21 October 2013
WHAT NEXT AFTER CUSTOMER SERVICE WEEK?
Customer Service Week is that time of the year to recognize and appreciate the contributions of all of the people that deliver customer service.It is also a time to appreciate customers,now that 2013 Customer service week has ended,the big question is what next?
But how much more effective and engaged could we be if we paid attention to our customer service pros all 52 weeks of the year.
Customer service is not an easy job, speaking on the phone with customers can be very challenging and the people who do this for a career deserve our gratitude and appreciation. We need to recognize their contribution to our lives. Every day tens of thousands of product orders are processed thanks to a customer service agent being able to address a customer question of concern, inaccurate bills, invoice and outstanding charges are resolved and our economic engine is allowed to skip forward thanks to customer service professionals who have handled some of the rough edges off.
Of course the situation isn’t perfect: too many companies employ ‘mushroom management’ with their customer service and call center staff, too often the wizards in Marketing pull off a great campaign that the call centers agents get to hear about from the callers and too many companies create policies and procedures to protect them from their customers and ask the call center and customer service staff to be the enforcers.
Yes there is a long way to go to deliver the level and quality of customer service we all would like to receive and provide, but lets not kill the messengers, its not the agents that can make customer service and call center interactions as much fun as a tooth extraction, it is their managers and their companies.
So take a moment, this week and every week, to think about the customer service people you interact with and have appreciate what they are able to do to help you and to help their organizations. Then, next week perhaps, you can consider what your organization can do to make the role of your customer service and call center staff more productive and enjoyable…remove nonsensical policies that create work and penalize customers, provide tools to the front line that speed and aid their efforts, realistically fund the center to deliver the customer experience you want to deliver and lastly appreciate your front line customer service staff by taking active steps to improve engagement and autonomy.
But how much more effective and engaged could we be if we paid attention to our customer service pros all 52 weeks of the year.
Customer service is not an easy job, speaking on the phone with customers can be very challenging and the people who do this for a career deserve our gratitude and appreciation. We need to recognize their contribution to our lives. Every day tens of thousands of product orders are processed thanks to a customer service agent being able to address a customer question of concern, inaccurate bills, invoice and outstanding charges are resolved and our economic engine is allowed to skip forward thanks to customer service professionals who have handled some of the rough edges off.
Of course the situation isn’t perfect: too many companies employ ‘mushroom management’ with their customer service and call center staff, too often the wizards in Marketing pull off a great campaign that the call centers agents get to hear about from the callers and too many companies create policies and procedures to protect them from their customers and ask the call center and customer service staff to be the enforcers.
Yes there is a long way to go to deliver the level and quality of customer service we all would like to receive and provide, but lets not kill the messengers, its not the agents that can make customer service and call center interactions as much fun as a tooth extraction, it is their managers and their companies.
So take a moment, this week and every week, to think about the customer service people you interact with and have appreciate what they are able to do to help you and to help their organizations. Then, next week perhaps, you can consider what your organization can do to make the role of your customer service and call center staff more productive and enjoyable…remove nonsensical policies that create work and penalize customers, provide tools to the front line that speed and aid their efforts, realistically fund the center to deliver the customer experience you want to deliver and lastly appreciate your front line customer service staff by taking active steps to improve engagement and autonomy.
Sunday 20 October 2013
BRIDGING CUSTOMER SERVICE GAPS USING THE SOCIAL MEDIA: TRANSCRIPT OF THE TWITTER HANGOUT IN CELEBRATION OF CS WEEK 2013
In celebration of 2013 Customer Service week, Customerservice9ja blog had a Twitter chat on "Bridging Customer Service Gaps Using The Social Media". The moderator of the discussion, which was strictly on Twitter was Social Media guru Nnodim Blessing @blcompere known for her passion in using Social Media as a tool for Social Change with Godson Ikiebey @ikiebey a Public Policy Researcher with the Knowledge Economy Group of the School of Media and Communication, Pan Atlantic University, as the discussant, with contributions from numerous twitter followers.
Check out the questions and answers from the discussion:
Check out the questions and answers from the discussion:
Q1. What is customer service?
Customer service in its simplest reality is an organisation's service to its customers.
Q2. How is customer service quality perceived in Nigeria?
The question has a variety of answers to different people, either positive or negative. Every individual defines the quality of a company's service in his or her own way. This is because I see service quality from a customer perspective.
Q3. Can you rate the quality of service offerings by Nigerian companies on a scale of 1-10?
Nigeria customer service goes beyond the scale. It is in the minus, -10. For me and i guess most Nigerians, our companies provide the poorest service.
Q4. What do you think is the reason for your rating?
The experience has been abject. The customer in Nigeria is treated as unimportant despite our patience. With the long hours on the phone, the ATM downtime and error issues, every organisation exploits, communication is a problem. There is an evident clarity gap.
Q5. Can you identify major customer service gaps among Nigeria companies?
A lot and a lot,I should be losing count.
Q6. Have you experienced any major customer service failings?
Yes
Q7. How did you take it up and how was it addressed by the company?
A particular incident was with my debit card, paid for a flight ticket, transaction wasn't complete but account debited. It took over a month for it to be rectified from the day I complained.
Q8. Were you satisfied with the feedback from the company?
From the bank's conduct they didn't see anything wrong, then I asked myself who is a customer?
Q9. What did you think should have been done since you were not satisfied?
It should have been handled as promptly as possible. That should not exceed a day.
Q10. Did you think the company's usage of social media would have resolved it better?
I do not think so, what matters is how the social media is used and in what circumstances.
Q11. Can you assess the use of Social Media by Nigerian Companies?
I guess some are improving like GTB but most are still struggling. Organisations should avail themselves the opportunity of the Social Media.
Q12. How do you think the Social Media could be employed to serve customers better?
We need sustained advocacy to create awareness so that we can all be responsible on this issue. The truth is that everybody is a customer. An employee is the first customer of an organisation. Therefore, it is not about the external customers only but the internal customers as well. However with sustained advocacy, we can have the regulators and the companies to respond but without engagement and readiness to address the issues then the companies are not ready.
Read below contributions and comments from our Twitter followers:
A concept alien to Nigerians "@blcompere: Q1: What is customer service, @ikiebey? #CustomerServiceNG"
— Cosmond (@KingCossy1) October 11, 2013
Poor vis a vis what's obtained from other climes. @blcompere: Q2: How is customer service quality perceived in Nigeria #CustomerServiceNG
— ᴼᴹᴳ ᶥᵗˢ (@WilsonIsTalking) October 11, 2013
@blcompere @Ikiebey; if you ask me, I'll say 2; it's funny but many Nigerian customers don't even expect quality service #CustomerServiceNG
— Okey Obike (@OkeyObike) October 11, 2013
Most customer service personnel are not well trained @blcompere: Q4: What do you think are the reasons for your rating, #CustomerServiceNG
— ᴼᴹᴳ ᶥᵗˢ (@WilsonIsTalking) October 11, 2013
@Im_yearn @Ikiebey @servicenews9ja @blcompere; the rating is an average; while some coys may score high, majority will score less than zero
— Okey Obike (@OkeyObike) October 11, 2013
"@Bamilionaire: @im_yearn @blcompere @ikiebey @servicenews9ja 2say -10 isnt it. some do well. 1 cause is unda staffn", Wic is a major problm
— Emma Odia (@Im_yearn) October 11, 2013
A reason for bad #CustomerServiceNG@Ikiebey @blcompere @servicenews9ja Employees don’t believe in the company, product or service.
— Hajo (@Aitadi) October 11, 2013
when human relations are not priority customer relations are disregarded @Ikiebey @blcompere @servicenews9ja #CustomerServiceNG
— Hajo (@Aitadi) October 11, 2013
@servicenews9ja @servicenews9ja thanks 4 bringin dis important issue 2d fore as its most central to our enjoyin quality service as customers
— Emma Odia (@Im_yearn) October 11, 2013
@blcompere @Ikiebey @servicenews9ja; this is worth being an ongoing discussion; thanks for bringing it to the fore #CustomerServiceNG
— Okey Obike (@OkeyObike) October 11, 2013
@servicenews9ja @aitadi @blcompere i got a little busy but i can say i chat was on point readin 2ru now..its a core of biz..welldone..ciao
— Oyebolu Abiola (@Bamilionaire) October 11, 2013
If u weren't a part of #CustomerServiceNG u definately missd out! Many thnks to @ikiebey @blcompere @servicenews9ja @OkeyObike @Bamilionaire
— Emma Odia (@Im_yearn) October 11, 2013
Monday 14 October 2013
CUSTOMER SERVICE TIPS THAT WILL MAKE THEM COME BACK
The People aspect of business is really what it is all about. Rule #1: Think of customers as individuals. Once we think that way, we realize our business is our customer, not our product or services. Putting all the focus on the merchandise in our store, or the services our corporation offers, leaves out the most important component: each individual customer.
Keeping those individual customers in mind, here are some easy, down-home customer service tips to keep ’em coming back!
1. Remember there is no way that the quality of customer service can exceed the quality of the people who provide it. Think you can get by paying the lowest wage, giving the fewest of benefits, doing the least training for your employees? It will show.Companies don't help customers... people do.
2. Realize that your people will treat your customer the way they are treated. Employees take their cue from management. Do you greet your employees enthusiastically each day; are you polite in your dealings with them; do you try to accommodate their requests; do you listen to them when they speak? Consistent rude customer service is a reflection not as much on the employee as on management.
3. Do you know who your customers are? If a regular customer came in to your facility, would you recognize them? Could you call them by name? All of us like to feel important; calling someone by name is a simple way to do it and lets them know you value them as customers.
Recently I signed on with a new fitness center. I had been a member of another one for the past ten years, renewing my membership every six months when the notice arrived. I had been thinking about changing, joining the one nearer my home and with more state-of-the-art equipment. So when the renewal notice came, I didn’t renew. That was eight months ago. Was I contacted by the fitness center and asked why I did not renew? Did anyone telephone me to find out why an established customer was no longer a member or to tell me they missed me? No and No. My guess is they don’t even know they lost a long-time customer, and apparently wouldn’t care.
4. Do your customers know who you are? If they see you, would they recognize you? Could they call you by name? A visible management is an asset. At the Piccadilly Cafeteria chain, the pictures of the manager and the assistant manager are posted on a wall at the food selection line and it is a policy that the manager’s office is placed only a few feet from the cashier's stand at the end of that line, in full view of the customers, and with the door kept open. The manager is easily accessible and there is no doubt about "who's in charge here". You have only to beckon to get a manager at your table to talk with you.
5. For good customer service, go the extra mile. Include a thank-you note in a customer's package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion. There are all sorts of ways for you to keep in touch with your customers and bring them closer to you.
6. Are your customers greeted when they walk in the door or at least within 30-40 seconds upon entering? Is it possible they could come in, look around, and go out without ever having their presence acknowledged? It is ironic it took a discount merchant known for price, not service, to teach the retail world the importance of greeting customers at the door. Could it be that’s because Sam Walton knew this simple but important gesture is a matter of respect, of saying "we appreciate your coming in," having nothing to do with the price of merchandise?
7. Give customers the benefit of the doubt. Proving to him why he’s wrong and you’re right isn’t worth losing a customer over. You will never win an argument with a customer, and you should never, ever put a customer in that position.
8. If a customer makes a request for something special, do everything you can to say yes. The fact that a customer cared enough to ask is all you need to know in trying to accommodate her. It may be an exception from your customer service policy, but (if it isn’t illegal) try to do it. Remember you are just making one exception for one customer, not making new policy. Mr. Marshall Field was right-on in his famous statement: "Give the lady what she wants."
9. Are your customer service associates properly trained in how to handle a customer complaint or an irate person? Give them guidelines for what to say and do in every conceivable case. People on the frontline of a situation play the most critical role in your customer’s experience. Make sure they know what to do and say to make that customer’s experience a positive, pleasant one.
10. Want to know what your customers think of your company? Ask them! Compose a "How're We Doing?" card and leave it at the exit or register stand, or include it in their next statement. Keep it short and simple. Ask things like: what it is they like; what they don’t like; what they would change; what you could do better; about their latest experience there, etc. To ensure the customer sends it in, have it pre-stamped. And if the customer has given their name and address, be sure to acknowledge receipt of the card.
WRITTEN BY LIZ TAHIR
Thursday 10 October 2013
MAKING THE CUSTOMER KING AGAIN
WRITTEN BY SYLVA IFEDIGBO
SOCIAL CUSTOMER SERVICE
It goes without saying that your attitude towards a social media crisis should be one of anticipation than denial.You know it’s just a matter of ‘when’ rather than ‘if’. One day something flares up but you are spared. The collective eyeballs of the social web are pulled elsewhere. Other times you remain in the crosshair and become a trending hashtag.There are just too many variables to anticipate the outcome. Maybe your organisation was stupid. Maybe it was a partner, an employee or a customer. Even a competitor. Could someone have noticed its shadow in an ongoing trend? Or did it snuck up as a ‘one-off’?All you know for sure is that one day you will be on the agenda, caught in the headlights. Then you must hope all those fire drills pay off and the major team players don’t freeze.
We Are Only Just Getting Started
Such is the inner world of social risk management at this current stage in the game. But there are already signs of the evolution that will inevitably take hold.Here is an example of an individual with enough confidence and capability to take on a brand for poor service. I’ll summarise the story through an excerpt from Laural Hampton‘s post ’Should Social Media be a Tool for Consumer Battles?“Martin Macdonald works for Expedia EAN and is well known and respected in the digital marketing community. He has a good following on all of his social media, and his blog is widely read. As I type this, Martin is launching his campaign against British Gas (and more specifically, @BritishGasHelp ) following unsatisfactory communications with their customer service team.”Here is another one.British Airways has been forced to apologise after a Twitter user bought a promoted tweet to complain about the airline losing his luggage.Hasan Syed, who uses the handle @HVSVN, bought the promoted tweet through the site’s self-service ad platform. The tweet said: “Don’t fly @BritishAirways. Their customer service is horrendous.”In the first six hours since the tweet was promoted, it had notched up over 25,000 impressions on Twitter. This is how he summarised his efforts once BA had found the luggage and apologised.
CULLED FROM BRAIN FOOD EXTRA.COM
We Are Only Just Getting Started
Such is the inner world of social risk management at this current stage in the game. But there are already signs of the evolution that will inevitably take hold.Here is an example of an individual with enough confidence and capability to take on a brand for poor service. I’ll summarise the story through an excerpt from Laural Hampton‘s post ’Should Social Media be a Tool for Consumer Battles?“Martin Macdonald works for Expedia EAN and is well known and respected in the digital marketing community. He has a good following on all of his social media, and his blog is widely read. As I type this, Martin is launching his campaign against British Gas (and more specifically, @BritishGasHelp ) following unsatisfactory communications with their customer service team.”Here is another one.British Airways has been forced to apologise after a Twitter user bought a promoted tweet to complain about the airline losing his luggage.Hasan Syed, who uses the handle @HVSVN, bought the promoted tweet through the site’s self-service ad platform. The tweet said: “Don’t fly @BritishAirways. Their customer service is horrendous.”In the first six hours since the tweet was promoted, it had notched up over 25,000 impressions on Twitter. This is how he summarised his efforts once BA had found the luggage and apologised.
CULLED FROM BRAIN FOOD EXTRA.COM
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