Ensuring quality customer service Online

Put yourself in the customers’ place. in ways that mystery shoppers can help you identify issues in your face-to-face sales experience, taking yourself through the full process online can reveal any gaps or problems with your ecommerce programs.

Exceptional Customer Service

Exceptional customer service has been proven to be the new competitive advantage in today’s economy.

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Customer Service

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Saturday 31 August 2013

MY BITTER EXPERIENCE AT FIRST BANK OJODU

I received a mail from an aggrevied reader and a customer of First Bank,please check it out and I hope they respond to this mail: I went in to First Bank Ojodu at about 12.10pm on Thursday 29 August 2013 to lodge in cash of N15,000 to enable someone stranded in Ore withdraw and use it for an urgent purpose. I got to the bulk tellers on the ground floor where there was only one customer at that time, yet they directed me upstairs to meet any of the tellers. I joined the queue in front of teller 1 but after about 2 minutes, one of the security men announced that 10 of us should go to the bulk room downstairs and make our lodgements (to decongest the hall). I immediately left and met the same teller who directed me up and made my lodgement. I left with the hope that within 15 minutes max, the deposit would have been posted and sent a message to the beneficiary to be expecting the money. I went to Yaba and the Island and along the way i got several calls from the beneficiary that his account had not been credited. They requested for the branch and teller number, i sent details to them. I got the last call at about 3.55pm that the account has not ben credited. By this time I was on my way back and should drive past the branch. At 4.02pm, i got to the branch, explained to one of the staff I met outside who simply said that the deposit would be posted and he entered the office. I had to shout and almost caused a scene before the security man outside could allow me in (as it was after 4pm and the bank had closed)

I eventualy entered and went straight to the teller that attended to me, shouted and made noise, she then brought out a heap of unposted tickets (about 30), meanwhile the merchant teller who should post the tickets was sitting next to her. She now sorted the tickets and brought out my transaction for posting, at this time it was 4.15pm. I asked myself if it would have been better to send the money through any of the transport companies, at least the vehicle would have gotten to Ore in less than 3 hours and would have saved me over one hour.

Deji M.

Friday 30 August 2013

CELEBRATING THE GAME CHANGERS AT CNBC ALL AFRICA BUSINESS AWARDS




Lagos stood still as the Johnnie Walker Blue Label CNBC Africa “All Africa Business Leaders Awards” West Africa was held at the Intercontinental Hotel Victoria Island, Lagos on Wednesday 28th August 2013. The event was marked by a large turnout of heavy weights in the business community and the presence of Governors Babatunde Raji Fashola and Rotimi Amaechi of Lagos and Rivers states respectively. Guest speaker was the Governor Central Bank of Nigeria, Sanusi Lamido Sanusi. Guests dined in the luxurious setting which is the trademark of the style and panache of Johnnie Walker Blue Label. It was a night of success stories, music and great tasting cocktails from Johnnie Walker Blue Label.














CONSUMER EXPERIENCE DRIVES NEW OMO MULTI ACTIVE VARIANT

In order to satisfy consumers,Unilever Nigeria has introduced new Omo Multi Active detergent formulation for stains removal in one easy step and a refreshing aroma with its new fragrance. The new variant, the company said, contains Max Clean particles, which penetrates deeper to tackle even the most stubborn stains, to deliver the best results. At an event held in Lagos, Unilever reinstates its commitment to innovation, and with this improvement the company believes the consumer experience will be a delight. Anil Gopalan, vice president operations, Unilever Nigeria, said: “Our business initiatives, which are hinged on consumer satisfaction and innovation, is the driving force in our quest to meet consumer expectations. Innovation is what we know how to do best. Omo as a brand has evolved through the years with our philosophy to make child development possible without limitations. With the new improved Omo Multi Active detergent, we would continue to support parents to reduce the challenge of fabric cleaning.” The new variant is also embracing a new thrust to promote Peace in Nigeria. “Omo multi active detergent appreciates how kids learn, express their creativity and even bolster their immune systems. Unilever, thus, urges people to stand up for peace and show love for Omo detergent,” he said. The vice president added: “Peace is a state of harmonious relations between people, allowing for development that meets human and environmental needs. Peace can be accomplished by building institutions of law that promote justice and non-violence. Without people like our consumers, none of this would be possible.” He noted that Unilever products touch the lives of over 2 billion people every day, saying “key to the Omo Multi Active detergent brand is our commitment to the cleaner planet plan – a pledge supported by several of Unilever’s laundry brands, through which we’re minimising our impact on the environment. We’ve also formulated our Omo Multi Active detergent brand to provide effective washing at low temperatures, saving energy, and saving you money.” David Okeme, brand building director, Unilever Nigeria, said over the years, Omo Multi Active detergent had been the detergent of choice for generations of Nigerian families. “We are proud of this special innovation in Omo Multi Active detergent’s history and will continue to enhance Omo Multi Active detergent’s cleaning capability through innovation, to ensure it consistently delivers the best results for now and the future,” he said. Source:Business Day

Saturday 24 August 2013

HOW YOU TREAT YOUR SMALLEST CUSTOMERS IS WHAT MATTERS



Small customers can become big customers. If you develop a reputation for being poor in follow-up, what incentive does your customer have to stay with you, especially once they start being courted by your competitors? Even if they always remain a small account, your follow-up with them is part of the quality of the service you provide. If you had to publicly share your follow-up record, would you be proud of how you have handled your small accounts? Would big clients be impressed by that level of service? How you treat your smallest customer is the true measure of your success and your values. Focusing your attention on your smallest customer reveals that you care for all the people aligned to your business. This speaks to your integrity and it creates a foundation for very strong customer loyalty. When you cultivate excellence in your business practices, you create the values that your business lives or dies by. If you allow yourself to slack or deliver less than your best to an account that isn’t wildly profitable, you are compromising your own excellence and values. If an account is so small, that maintaining a reasonable ROI requires you to deliver sub-par services, it is better to find that client another service provider. Help them get what they need with a company that fits their budget. This generates goodwill from the client and the new company. Most importantly, it keeps you away from the temptation to lower your standards just to meet a financial objective. How Do You Treat the “Little Guys”? 3 Questions to Ask Yourself 1.How do you feel the deadlines for your smaller customers should be treated? Disregarding deadlines may be an indicator of how much value or importance you attach to the customer. The same standards you use for the bigger clients should apply to your smallest clients. If a pizza delivery company promises to deliver orders within 30 minutes, it must deliver its orders to meet that goal, regardless of the order sizes. 2.Does the quality you provide on small projects match your bigger ones? Think of a restaurant. They cannot serve inedible food to a table of one. They must provide quality meals to everyone. Failure to do so can result in liability and a poor review. In today’s market, even one bad review can damage your business. 3.Do you put calls on hold or lag behind when following-up with your small customers? Do your biggest clients get more attention and respect from you that your smaller clients? Source:www.forbes.com

NIGERIA 2013 WINE AND SPIRIT FAIR TO ATTRACT OVER 30 FOREIGN FIRMS


The Nigeria International Wine & Spirits Fair, a trade and consumer event that connects companies with opportunities, will open November 2013 with more than 30 exhibitors from over 14 countries taking part. The fair, now in its third edition, will be held at the External Ball Room and Extension of Federal Palace Hotel, Lagos. Exhibitors from Spain, South Africa, United States of America, Argentina, Chile, Italy and France are expected to feature at the three-day trade fair. The Nigeria International Wine & Spirit Fair offers great opportunities for wine and spirit producers, importers, distributors, portfolio managers, beverage and hospitality industry, connoisseurs and consumers from all walks of life. A major addition to this year’s edition is the Fund Raising Gala and Awards Night to promote ‘Don’t Drink & Drive’ campaign and to celebrate industry professionals. ‘Don’t Drink and Drive’ campaign is a CSR initiative aimed at promoting social responsibility in the industry.

Friday 16 August 2013

WHAT IS CUSTOMER LOYALTY?

Customer loyality is all about attracting the right customers,getting them to buy ,buy often,buy in larger quantites and even bring you more customers.However,that focus is not how you build customer loyalty.You build customer loyalty by:

Giving your clients/customers the best of good customer service
Keeping in touch with customers regularly and professionally
Treating your team well so they can treat your customers well
Showing that you care and remembering what they like and don't like
You build it by rewarding them for chosing you over your competitors
By treating people how they want to be treated

Monday 12 August 2013

ENTERPRISE BANK SET TO SPONSOR 6 CUSTOMERS TO BRAZIL


As part of its quest to continually delight customers,Enterprise bank Limited at the weekend launched a beta life promo tagged Brazil 2014.This promo would enable 6 customers of the bank win an all expense paid trip to Brazil next year.The promo which will run from August 2013 to March 2014 provides opportunity for customers of the bank to have a feel of the football country.
To qualify for the promo,customers of the bank are to open an SME account with #150,000 ,the Elite account with #75,000 or the individual account with #15,000.

GTB BEGINS ACCOUNT OPENING VIA FACEBOOK


Guaranty Trust Bank has said it has upgraded its social banking offering on Facebook to accommodate instant account opening.
With this,customers would be able to open accounts and immediately get their account numbers while on Facebook without having to visit any GTB branch.
Commenting on the new offering,the Managing Director ,Mr Segun Agbaje said the upgrade would make it convenient for people to commence banking relationships with the bank.

Tuesday 6 August 2013

SKYE BANK LAUNCHES CUSTOMER SERVICE CHARTER


Skye Bank Plc, has unveiled a customer charter designed to carter and meet customers needs.The Group Managing Director of the bank,Kehinde Durosinmi Etti described the charter as the banks contract with its customers to demonstrate its commitments to providing quality customer service through its people,process and systems.
"This charter outline the type of service we aim to provide,how customers can contact us to give feedback especially on areas of improvement and how they can partner with us for continuous service improvement",Skye Bank Boss said.

Monday 5 August 2013

IS THE CUSTOMER STILL KING IN NIGERIA?


According to Wikipedia, Customer service is the service provided to customers before ,during and after purchase of goods and services.
Good customer service provides an experience that meets customers expectations.
The customer service culture prevalent in Nigeria is appalling. From the public sector to the private sector, one only needs to see how apparent the disdain is for the very customers each sector is supposed to serve.
The attitude to customer satisfaction is totally non existent and provision of services to customers is conducted in such a way as to think a favour is being bestowed on customer.
Is the customer king in Nigeria?
Please share with us your opinions and true life experiences on this topic as comments on this page.