Sunday 20 October 2013

BRIDGING CUSTOMER SERVICE GAPS USING THE SOCIAL MEDIA: TRANSCRIPT OF THE TWITTER HANGOUT IN CELEBRATION OF CS WEEK 2013

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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:
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:

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