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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Monday 31 March 2014

CBN INTRODUCES E REFERNCING TO QUICKEN ACCOUNT OPENING PROCESS

The Central Bank of Nigeria (CBN) has introduced electronic referencing to quicken process of opening bank accounts.
To open current accounts with banks, prospective bank customers are required to provide two referees. This referees must have current account with either that bank or any other bank. Where the references provided are customers of another bank, the bank will have to send the names of the reference to their banks for confirmation before completing the account opening process. This is usually done by sending the account opening forms to the banks to confirm if the references provided are indeed their customers.
According to the CBN, “Besides high illiteracy level and low confidence in the Financial System, a major reason for this relatively small number of account holders in Nigeria is the inter-bank reference bottleneck which makes it difficult for new accounts to be opened speedily. At times, the prospective bank customers get frustrated and eventually abandon the process of opening a bank account.
“The Nigeria Inter-Bank Settlement System (NIBSS) Plc, in fulfilment of  its shared- service mandate  and in conjunction with the Committee of Heads of Bank Operations (CHBO) has agreed to develop an electronic reference (e-Reference) portal, such that account opening processes of Nigerian banks can be fast-tracked with regards to inter- bank referencing.”
The Electronic reference system involves the sending of account opening documents electronically among banks through an internet based portal created and operated by NIBSS.
In a circular  announcing the introduction of the new system, Director, Banking and Payments System, Mr. Dipo Fatokun explained, “The e-Referencing system is a web based automated document management system, designed to process customers account references, and is capable of eliminating the inefficiencies  of the old ways of manual reference processing system.

ZENITH BANK NAMES NEW CEO


Executive director Olisamedua Amangbo, who has been with the bank for more than 21 years, will become CEO with effect from June 11, Zenith said in a Nigerian Stock Exchange filing.
Outgoing Zenith chief Godwin Emefiele was appointed last month to replace suspended central bank governor Lamido Sanusi. His appointment was confirmed by Nigeria’s senate last week.urrent head was confirmed as the next governor of the Central Bank of Nigeria (CBN).
Will this improve the services of the bank?

Monday 24 March 2014

TELECOM SERVICE FACES ATTACK ON POOR SERVICE


The consumers’ day, marked globally last weekend with focus on ‘Fix our phone right’ provided consumers in Lagos the opportunity to engage telecom operators on a number of issues they consider intolerable in the telecom service in Nigeria.
Some of the large crowd of consumers present at the forum in Lagos with modified title ‘Value for money in telecoms services’ principally complained about charges they are subjected to for services they don’t ask for.
They also complained about invasion of their privacy by text messages and requests to send something to short code that they didn’t ask for, bad quality of service which they are charged for. The telecom consumers also complained about bad structures for redress of complaints.
The forum organized by Lagos State Consumer Protection Committee and the Consumer Advocacy Foundation of Nigeria (CAFON) also enlightened most consumers about what they should not accommodate and what they should do to avoid being exploited.
The officials of telecom providers present at the forum went  back with the deluge of the complaints  which would perhaps lead to adjustment of their services to accommodate the complaints but the organizers of the event said that it should not be until  the consumers complain as the telecom operators need to be proactive to ensure that those issues are no longer there.
Reports said Nigeria loses about N730bn to Poor Telecoms Services annually.
Sola Salako, President of CAFON said the forum has exposed the consumers’ unawareness about the services of operators but “you cannot blame them. This is a new service and nobody has paid too much attention to educating them to the level where they can make some decisions themselves”
She considered the less education of the populace as “deliberate as some service providers may not want the consumers to know too much so that they (the service providers) can engage in exploitative activities around the consumers”.
CULLED FROM BUSINESS DAY

Thursday 20 March 2014

WRONG GTB ACCOUNT CREDITED BY TELLER


I got this mail from a reader and I hope GTB will respond to it:

A friend of mine wanted to use my account to pay her school fees online,on the 14-03-2014,which I gave her my account number. She mistakenly wrote a wrong account number on the teller, substituting the 8 for 3 in the wrong account.

Later, I didn't receive any alert on my phone indicating she has paid the money, because she was calling me constantly to confirm if I have received an alert.

Later, she went back to the branch GTB,agbara branch on Monday 17-03-2014,and she was told that the money has been paid to the wrong account, that she should come back the next day,which was yesterday to bring the real account number from me.

She went yesterday with the real account details,and she was told that the person that owns the wrong account has withdrawn the money,that the bank called the owner of the wrong account,and he promised to pay back in two weeks time,and nothing can be done till the owner of the wrong account returns the money.

I later call GTB customer care-0700482666328, spoke with one Victoria,and she said the wrong account is a Dollar account,and no way that Naira can be paid to the account, she collected all the details,and said I should call back, for her to get in touch with the branch, when I called back,I spoke with another person entirely, all he did was to collect my details again.

The name of the bank's teller is Micheal Adebowale,and Amount is 30000.

Is it possible for bank to pay into a wrong account?

Have not being chanced to go myself because of my many commitments.

Please, I want someone to give me idea of what to do before going there myself.

RICHARD BRANSON REVEALS HIS CUSTOMER SERVICE SECRETS

This is a must watching video coming from the Guru himself Richard Branson. In this video,he highlighted seven valuable customer service lessons he has learnt.

ECOBANK COMMENCES ATM MONEY TRANSFER SERVICE


Ecobank Transnational Incorporated (ETI) yesterday disclosed that its customers in Nigeria can now conduct Western Union Account Based Money Transfer (ABMT) services using any Ecobank Automated Teller Machines (ATMs).
The partnership with Western Union, according to the pan-African bank, will enable its customers have access to the global money transfer company’s services using their Ecobank debit card in addition to its already existing internet portal.
A statement explained that in order to access the service, customers are expected to visit Ecobank Nigeria ATMs, insert their debit card, select ‘Western Union’, and follow through the steps to complete a transaction.
The Deputy Managing Director, Ecobank Nigeria, Anthony Okpanachi, said both institutions have leveraged technology to the advantage of their mutual customers.
According to him, the initiative would also encourage the financially excluded to maintain bank accounts with Ecobank.
“Ecobank is the first to offer such an innovative and convenient banking service in Nigeria,” he added.
The Regional Vice President Africa, Western Union, Aida Diarra, on her part stated that his organisation values its collaboration with Ecobank.
“This development further promotes financial inclusion which is in line with the Central Bank of Nigeria (CBN) cashless policy,” she added.

Wednesday 19 March 2014

THINGS YOU SHOULD NEVER DO TO A CUSTOMER


Never Beep (Flash): It is so pathetic how so many people haven’t still realized how cheap and childish it is to “flash’ someone’s phone. Most especially a supposed prospects who you are expecting to give you some business contacts.
What so many people refuse to understand is that ‘flashing” as it is being called in this part of the world makes you look poor and unserious
Always Be On-Time: How sad it is to know people never keep to time in this part of the world. But the good news is that “successful people” sure keep to time. Part of the traits of a successful man / woman is their ability to always be on time whenever they schedule for a meeting. Failure to meet to their timing automatically makes you appear very disorganized and unserious.
I also advice anyone who has a meeting to attend with a prospect and client alike to make it a point of duty to arrive at least 30minutes ahead of time. This makes you look extremely organized and serious minded.
Never Lie About Your Location: How unfortunate is it that most people think they can still use the ‘traffic jam’ as an excuse when they are late for a meeting.
This particular lie is as old as the ancient days. People no longer fall for such lies, even if they decide not to argue with you, within them they consider you as a liar and deceit.
Never Insult One Client For Another: This is very common amongst people who are desperate to get a contract or job from a new prospect. On and on they go about how they just accepted to do a low paying job for a previous client because he kept on begging, or how the previous lady who only paid 20% upfront defaulted on making the remaining balance. Unknown to them, their current prospect or client is only imagining how they will go and run them short to the next client and on. Such people even if they eventually patronize you, they will deal with you with so much caution and will totally avoid sharing a single detail of their personal life with you so that you don’t go and make it a subject of public discussion.
Listen Rather Than Talk: The reason why majority of sales people never get to close their sales deal and increase their income is because they have the wrong impression that ‘a sales person should keep talking rather than keep quiet”.
Every successful person know that’s you can only make a sale and achieve great success after you have listened to the client or prospect and know their exact need instead of just assuming and making conclusions for them. When you introduce yourself, products, and service to someone, wait and listen to them to know what they have to say or think about your product and service before you go on trying to close a sales deal. Most times it is from what a prospect thinks and says about your product or service that will give you the bigger idea on how to convince him to buy. Rather than acting an already prepared sales speech.
Never Act Too Familiar: This area is where so many people get wrong. Just because a prospect invited you to his house for dinner or to join him at the club with his friends doesn’t translate that he has already taken you as a buddy. No! he did it because he felt relax and wanted an environment to hear you better so that a can make a decision on whether to buy your product/service or not. People who say familiarity always causes contempt are so on point. I was had a sales person who was trying to sell a very great rear technological gadget to me at an extremely reasonable price, That product was the first of its kind in Nigeria as at then (and till now as it isn’t common). Due to my tight schedule that period I couldn’t meet with this sales person for more than 10minutes on each occasion. So on the day I was traveling out on a business trip, this guy called me when I was on my way to the airport, I instantly told him to join me at the Muritala Muhammed Airport in Ikeja, Lagos at the departure wing. I was waiting patiently at the lounge at the airport (For those who know that restaurant/lounge on the 1st floor (near the different airline offices). I was polite to ask this young man to make a order thinking he will be reasonable enough. Lo and behold! This young man ordered for a bottle of start ( A place where table water is N400), I wasn’t feeling too bad as I was the one who offered him to make his order. This man drank the 1st bottle finish and ordered for the 2nd. At this time I was already furious inside me but yet kept calm. While still drinking, this young man without taking permission, started going through the magazine I kept on the table and was even sitting so close to me and taking snap shots with his mobile phone.
Right then and there, I knew that that wasn’t only the last time I will see that guy but I will never patronize him or his company even if they were they only companies that had to sell oxygen for me to survive.
Never Be Disrespectful: We live in a society where respect is in extremely high demand by everyone. You don’t have to use inductive words or phrases to show disrespect to people. I find it funny when people send text to their prospects and clients alike with the words Hi, Hello, What’s Up? And the rest ‘slang’ words most especially when the prospect is way older than they are. Believe it or not, your prospect and clients are your bosses as they directly and indirectly pay your bills and as such deserve 100% respect from them. Treat and talk to them the way you address your boss 9present or former).
Even if they are your peer or younger ones, as far as it concerns business relationship, treat them with utmost respect.
Don’t Act Like A Puppet: In as much as you are never meant to argue with a prospect or client, you should also avoid acting like a puppet. A situation where you always nod your head in affirmation to whatever a client or prospect is saying even though deep inside you, you don’t agree with what they are saying only portrays you as a pretender and hypocrite.
Thereare very polite and matured ways of letting a prospect aware that even though you really appreciate and respect his opinion, he should try and see reason why he needs to observe the situation from your own point of view. This will make you gain trust and respect from the prospect.
Don’t Fail To Acknowledge Their Presence: Another very annoying and childish act so many people do is chatting, receiving calls, and sending text messages while in front of a client or prospect. Every one deserves utmost respect and attention most especially when they are spending their money. No matter how long you have known a client, never give divided attention while you are attending to them. This single act has made millions of sales people and entrepreneurs loose out on what would have been a successful business deal,
If you ever have to receive or make a call, take permission from them and leave their presence, rather than have them in front of you and you receive your calls at will and even have other business discussions in their presence.
Never Act Desperate: This single act is the MAJOR reason why so many people never get to close a business deal. By the time you act desperate or overzealous to get a business deal, you put the customer on the guard who in turn begin to be over protective as he assumes you have ulterior motives and as such you are so desperate to sell fast before he discovers.
Don’t get me wrong, also make follow up and send reminders. But the period you start going closer as if you are begging to get the sales, you start to put the customer off.
Respect Their Moments: Once you call a client or prospect twice and they don’t pick, follow it with ONE text message and wait till they respond back. The problem with so many people is that they keep calling and calling until they run down the client’s battery. Respect their moments. They might be in a meeting, having time with their family, meditating about their life, or not just even in the mood to pick your calls to please don’t push it. Don’t become an irritant and consistent calls and text messages with them replying only proves they aren’t ready to talk to you.
Credits Top Flights CEO

Tuesday 18 March 2014

THE MOST DANGEROUS TIME FOR LOSING CUSTOMERS


There’s usually a brief honeymoon period after you gain a new customer. Expectations are high for both you and the customer. 
The honeymoon period is the most dangerous time in a new account relationship. When new accounts run aground, it’s not the problems that trip you up as much as their timing.
Studies show that customers expect bumps in the road at the beginning of a relationship, followed by steady improvement.

Progress slows

But progress often slows after a fast start, usually because you and your customer start to tackle tougher issues. You begin to see new obstacles. You may have to retool your solutions.
Meanwhile the customer wonders what’s wrong. Usually nothing’s wrong. You and your customer are simply on the steep part of the learning curve. Once you get over the hump, progress may pick up again.

A hidden opportunity

It’s tough to manage customer expectations when problems surface after the honeymoon period. A better way is to inoculate a new customer by warning them about the bumps that may surface in the relationship.
If you warn customers ahead of time, it shows you know your business. If you wait until it happens, it sounds like excuses.

Stay focused

You will never know exactly what new customers will want after they become repeat buyers. Keeping them depends on looking ahead, perceiving new opportunities and being flexible enough to make creative moves.
Culled from customerexperienceinsight.com

DEAD BANKS AND LIVING DEPOSIT

If you are a depositor in any of the 48 banks that collapsed between 1994 and 2006, and you have not collected your money, you can still recover some or all your money. You can recover the part of your money covered by the insurance provided by Nigeria Deposit Insurance Corporation (NDIC).
That portion of bank deposits insured by the Corporation is called ‘maximum insured deposit’. It used to be N50,000, and later N100,000. Now it is N500,000 for banks and N200,000 for microfinance banks and mortgage banks. So depending on the ‘maximum insurance deposit’ as at the time your bank was closed, you can still recover part of your deposit in the dead bank. There is also the possibility of recovering the remaining portion of your deposit not covered by the NDIC insurance cover. This definitely sounds strange. But the truth is that it is possible and some people and organisations have actually recovered all their deposits in dead banks.
When a bank is closed by the Central Bank of Nigeria (CBN), and NDIC commences the liquidation of the bank. The Corporation first pays depositors the maximum insured deposit. Thereafter, it sells the assets of the closed bank, and uses the proceeds of the sales to pay for deposits above the maximum insured deposit. For example, if you had N1 million in a dead bank, and N500,000 is the maximum insured deposit.
NDIC will pay you N500,000 as soon as the bank closes shop. The remaining N500,000 will be paid from the money the Corporation received from selling the assets of the bank. This is called liquidation dividend. According to the Corporation, it had declared N1.5 billion as liquidation dividend for eight banks-in-liquidation as at December 31st 2010. But out of this, it has only be been able to pay N848.127 million. This leaves a balance of over N600 million yet to be collected as liquidation dividend by depositors of these eight banks. Your money that you believe is gone or lost might be among this N1.5 bi
llion. You never can tell.
Now, if you have money in any of the 48 closed banks, the million dollar question on your mind would be, ‘how do I recover my money from this NDIC? It is very simple.
The first thing is to either visit the Corporation’s office, or its website for information. Most importantly, you will be required to complete relevant forms for deposit insurance claims. You will also be required to provide as evidence of ownership of account in the closed bank, accounts documents such as unused cheque books, old cheque stubs, passbooks, fixed deposit certificates etc.
You will also have to identify yourself with a valid identification document such as National ID card, driver’s licence or international passport. After verification of the ownership of the account and account balance, the depositor would be duly paid the insured deposit or liquidation dividend by cheque or deposit transfer through an agent bank or acquiring bank.
CULLED FROM VANGUARD

Thursday 13 March 2014

MTN BUSINESS TIPS ON YOUR PHONE


Are you an SME or Individual running your own business? Or you about to start your own business? MTN Business, the business arm of MTN Nigeria has a service specifically designed for you. You can get business tips ranging from information on starting up a business, running a business effectively, government regulations as it affects businesses, business education, possible challenges encountered in business, and general best practices. 

Text BIZ to 5040 to subscribe or visit www.mtnbusienss.com.ng/biz-tips  to get more information. You can also visit and LIKE their Facebook page on www.facebook.com/MTNLoadedNG and follow @MTNNG on Twitter to win prizes daily

ECOBANK GETS NEW CEO


Ecobank Transnational Incorporated on Tuesday announced the departure of Group CEO, Thierry Tanoh, with effect from March 12.
He will also cease to be a director of the bank from same date.
Mr. Tanoh joined the Ecobank Group as CEO designate in July 2012 and commenced his executive role in October 2012 prior to being appointed Group CEO in January 2013.
He will be replaced by Albert Essien, currently Deputy CEO/ Group Executive Director for Corporate and Investment Bank, with immediate effect.
Mr. Essien has been at Ecobank for more than 20 years rising to the position of Deputy Group CEO two years ago.
Prior to becoming Deputy CEO, Mr. Essien was the Regional Head for the Anglophone West Africa (excluding Nigeria) and Eastern and Southern Africa (ESA) regions. He started his banking career in 1986 with the National Investment Bank in Accra, Ghana and joined the Corporate Banking Department of Ecobank Ghana in 1990. In 1997, he became Country Risk Manager. He was appointed Deputy Managing Director in 2001 and became Managing Director in December 2002.
Mr. Essien has a degree in Economics from the University of Ghana and is an alumnus of the Executive Development Program of INSEAD (France / Singa

Tuesday 11 March 2014

NIGERIA IMPORTED #2.7BN WORTH OF FAKE PHONES IN 2013


About one million fake phones valued at N2.7 billion were imported into Nigeria in 2013, the Federal Government has disclosed even as it also lamented the poor quality of service delivery by telecommunications operators in the country.

Minister of Communication and Technology, Mrs. Omobola Johnson, revealed this yesterday at the Consumer Roundtable on Phone Rights organised by the Consumer Protection Council (CPC) to commemorate the 2014 World Consumer Rights Day in Abuja.

Mrs. Johnson, who said the number could be higher by the end of 2014, however, noted that government’s ability to attract investments into the telecom sector would be severely hampered if the nation remains a lucrative market for fake products.

MASTER CARD ENTERS SEVEN NEW MARKETS IN AFRICA


MasterCard has announced its expansion into seven new markets across Central and West Africa, increasing its acceptance footprint across the continent and securing a number of strategic agreements.
The addition of Chad, Central African Republic, Guinea-Bissau, Liberia, Sierra Leone, Rwanda and The Gambia to the MasterCard network extends the company’s presence to 48 of the 55 markets that make up the continent.
“Africa’s ongoing economic development, steady population growth and encouraging political outlook means that there is an increasing need for innovative and secure payment solutions that address market needs,” says Michael Miebach, Middle East and Africa President at MasterCard.
“The continent has immense strategic importance to MasterCard and we will continue to invest in infrastructure, people and know-how in this part of the world. This has been the fastest growing area for MasterCard for the past few years, and we expect it to continue to register high growth.”
MasterCard is collaborating with governments, central banks, financial institutions, mobile network operators, large retailers and other stakeholders across Africa to understand the economic outlooks of these countries, their unique demographics, infrastructure challenges and opportunities. In so doing, MasterCard is directly contributing to the building of robust electronic payments ecosystems that support Africa’s potential for economic transformation.

Monday 10 March 2014

5 WAYS TO DEAL WITH CUSTOMER'S COMPLAINTS THROUGH SOCIAL MEDIA



1. Set up alerts

One of the perks of social media is the ability to monitor what is being said about your business online. Just by setting up a Google alert you can follow just about anything that is being said and thus look for any indications of unhappy customers. Speed of response is essential and social media can be very helpful in this regard.

2. Find out what you’re dealing with

How big is the issue? Are there multiple posts and comments made about it? What is the tone of the conversation? You will want to get a feel for how big the issue is before you try and address it. Certainly, you don’t want to amplify an issue if only two people are talking about it. But then again - It may only take a few people to start a firestorm.

3. Understand what you can do:

You have the choice to do absolutely nothing. You can just stand by watch the conversation sizzle and then fizzle. But what good would that do? Well it could make you look good at ignoring not addressing customer complaints and not caring about their needs.
OR

4. You could respond.

You can listen to the issue and empathize with their frustration (even if you think its ridiculous). Decide what your response will be and then triage the post, comments, tweets and respond to them. You don’t have to respond to all of them, but make sure that your response is in a place that is easily found.

5. Communicate the solution:

Be commutative and not defensive. Think of it this way: You’re a consumer and if you had a problem with a product - how would you want the manager to address it? Would hurling the warranty your way and calling you an imbecile for not reading it give you the warm and fuzzies? Doubt it. Apologize for the negative experience and offer to take the conversation offline to discuss possible solutions. You can decide to engage in continual dialogue if necessary.
In closing- It’s better to respond and respond well to online complaints
than to not respond at all. It can have a good impact on your brand in the long
run. 

SOURCE NICOLE SCOTT

AN ANGRY CUSTOMER-AYODEJI ROTINWA


Customer service in Lagos, Nigeria is basically non-existent. Not a single week passes in which I do not have something to complain about. Anyone who knows me or follows me on Twitter would have come upon my rant sessions. I have had it and will perhaps continue to. There are a few things, however, I’d like service providers to realise. They probably won’t. Oh well. I tried. I shall rant still.
A Smile Will Open The Door To A Person’s Wallet
I walk through your door, needing a service. I will be paying for this service. I will be adding to turnover, your profits. I will be contributing in a measure, to your livelihood. No I do not care if you’ve just received a strongly worded telling off from your boss for watching Africa Magic for the umpteenth time and forgetting to confirm that appointment. No, I do not care whether you’ve had an upsetting night and morning staring at the ginormous pimple that’s smack in the middle of your forehead and would drop your prospective mistress points when that handsome, regular, leering and also married customer comes in next. No, I do not want to know that your break was due to start a millisecond before I walked in and appeared at your desk. When I do walk in, I expect a warm, inviting smile. The kind that disarms me even if you have held my internet connectivity captive for days and I was coming to your office to ‘tell you who I am’. The kind that derails my train of curse-filled thoughts and words dribbling at my lips when curiously, all the airtime loaded on my phone disappears.
But let’s even assume I’m coming to your office anew. You must smile. I do not understand why receptionists, front desk officers, tellers, and other first point of entry servicemen find this concept alien. One arrives at an office, needing a service; you are met with a steely frown, even at an early hour. It boggles my mind. Sometime ago, after a stressful week, some friends and I decided to head to a spa. We were bone tired. We literally staggered through the front door. My back and thighs especially needed some cold-blooded kneading. We approached the front desk. We met the receptionist; nose turned up, eyes hawkish and narrowing, rude pout delicately set. ‘YES?!’ she greeted us. Perhaps she thought who are these twenty-something’s waltzing into our overpriced spa, needing something? How dare they? How dare I come and spend money tirelessly worked for, expecting a warm smile and a quick direction to the massage table before my legs gave out, indeed!
A Stated Time Is a Must-Keep Promise
“How long will it take for the food to be ready?”
“15 minutes, sir”
45 minutes later, when I’ve perhaps drained my drink, lost my temper and even appetite, the food arrives.
“Apologies, sir… but…”
NOPE. I DO NOT WANT TO HEAR IT. You see, a stated time is a promise. Restaurants mostly run afoul of this. Always. If a waiter tells me my meal/drink will be ready in 10 minutes time, I expect it in 10 minutes. If you say 45 minutes, I won’t expect it earlier or later than that. This past holiday on a lazy Monday evening, craving a cocktail and laughs off overheard IJGB conversations and mangled accents, I headed to a popular restaurant by the lagoon. Cocktail menu briskly appeared and my eyes soon picked up a cocktail named ‘Screaming Orgasm’ I had to have it. What a name! Would it bring me to a tumultuous climax of sorts? Would it send me to cloud 9, perhaps higher? My curiosity was hot and throbbing. I made my order. 8.30pm. Jokes danced around the table about the cocktail I ordered and laughter ensued. Affected accents from the next table found their way to my ears. More laughter. I was having a fun time. Time passed. 9.15pm my drink had still not arrived. I called on the waiter. The young lady had the audacity to roll her eyes. Entitled me, thinking I deserved an apology for the tardy service or worse still, the drink.
Service Charge/Tips Can Not Be Mandatory‘Service Charge’ by my simple understanding means charge for service rendered. At restaurants, I take this to mean, how you are served. When however I am served poorly, which is as good as no service at all, it confuses me to no end, why am I expected to PAY for this service! No small charge I must add. Why should I part with N1, 500 thereabouts after you almost poured pepper soup in my crotch, setting the saucer indelicately, close to the edge of the table? Also, some restaurants have now taken to adding a tab for tips on the bill. The ones who don’t; the waiter will hover around your table and flash one patronising smiles, waiting for a minty bill or two (N500 upwards, preferably) to drop into their palm, regardless he/she served me the next table’s order and had argued that I was the one at fault.

WRITTEN BY AYODEJI ROTINWA 
CREDITS:BELLANAIJA

Friday 7 March 2014

SOCIAL NETWORKING ABUSE AT WORKPLACE


Social networking is a positive way to stay connected to family, friends and corporate organisations, but when it gets in the way of daily living, then it can hurt your career. 
Social networking sites such as Facebook and MySpace can be great for making friends, but they also pose a hazard in the workplace.
Spending more than an hour on a social networking site, other than for work purposes, and realising you don’t know how much time has passed is a problem. If you forget to pick up your kids from school or miss appointments because of social media, it is negatively affecting your life. Using a timer helps to keep you from spending too much time online.
Many companies block social media networking sites, but those that don’t often find their employees lose productivity to such sites.
Using Facebook at work could lead to job loss if you miss deadlines and meetings. Posting inappropriate things online about your job may also get you fired. For someone who telecommutes, spending too much time on social networking sites means incomplete projects and less money made at work. If you aren’t able to go a day without visiting your social networking sites, this may indicate an addiction.
More obstacles
While Nigerians await the outcome of efforts to improve the employment situation in the country, employers are not ready to lower their stands when it comes to hiring or firing employees. If anything, they are making it stricter. What people post on the social media is even taken into account by some organisations these days.
“If getting a job was not hard enough in this tough economic climate, one in 10 young people has been rejected for a job because of their social media profile,” a new study by On Device Research says.
This was contained in the research firm’s Young People’s Consumer Confidence Index, which is designed to help businesses to understand what young people, aged 16-34 think about their current and future economic and employment prospects, in both developed and growth markets.
Surprising results
In a report titled, ‘Facebook costing 13-34s jobs in tough economic climate’, which was published recently, On Device Research explains that the index covers 6,000 16-34 year olds across six countries, including Nigeria.
Concerning the methodology used, it explains, “6,000 demographically balanced mobile users aged 16-34 years old across China, India, Nigeria, Brazil, the United States and the United Kingdom completed a survey via the mobile Internet. Additional questions were asked from a larger sample size of 17,657 (aged 16-34) about social media.”
According to the study of those who said they have been rejected for a job because of comments or pictures on their online/social media profile, 13 per cent were Nigerians. China had the highest number with 30 per cent while Brazil had the lowest with nine per cent.
In all six countries surveyed, there were people who had been rejected for a job because of their posts on the social media.
Better education needed
Despite this, On Research found that the majority (two-thirds) were not concerned that their use of social media now may harm their future career prospects and are not deterred from using it.
“They are also more likely to have altered their social media profile to look good to their friends, as opposed to prospective employers,” it says.
To avoid hurting their careers and their finances, the research firm called for more awareness.
It says, “Better education of the impact of social media is needed to ensure young people are not making it even harder for themselves to get on the career ladder.”
Addicted to the social media?
Another survey on the social media by Intelligent Office, a recruitment agency, shows that one-third of workers use social media at work for at least an hour a day.
The study also says a quarter of the respondents said they would not work for a company that did not allow them to use social media.
Though the study did not cover Nigeria, it indicates that there is a growing attachment to the use of the social media leading to debates about how it affects productivity.
Some of the studies into the use of the social media at work show that there are benefits of giving employees unlimited access to the social media in the workplace as it can increase collaboration among the workers and position it to attract young talents. Other call for caution, noting that if misused it can affect productivity.
Avoiding misuse of the social media
Many employees often argue that what they post or do on the social media is private, but experts say it is not always so.
The Search Marketing Executive, Marketing by Web, Chris Mayhew, while noting that many big companies suffered from scandals in 2012 because of posts by employees, calls on both employers and employees to be cautious in using the social media
In an article published on socialmediatoday.com, he says, “With the outreach that social media allows you, anything that is posted is instantly seen by millions and once it has entered the virtual world, it can’t be undone.
“Therefore, businesses have to face up to the tough task of monitoring their employees’ use of these sites on and off the work premises. This may seem like a difficult thing to do, but regulations such as ‘no phones at work’ and a zero tolerance approach are sure to help.”
He explains that while monitoring what an employee posts on social media sites may seem like an invasion of their privacy, it may be necessary to stop people who chose to abuse it.
For employees using social media sites at work, experts advise them to ensure that it does not affect their productivity. While they say companies can get into trouble for over reacting to posts by their workers, they stress that employees should avoid constantly maligning their employers in their posts as that will provide a more compelling case for them to be fired.
Employees are also advised to be careful when posting information about the company as leaking company secrets is unacceptable and can get them into serious trouble.
Mayhew warns that it is not enough to add in your profile that “Views are my own”, noting that it means nothing.
Stressing that such a statement is written on many people’s profiles on various social media sites, he says, “Just because you have stated that the things you post are your personal opinions, it doesn’t stop people associating them with the company you represent.”
With more companies showing interest in what their employees (and potential employees) do on the social media and with studies showing that people have lost their jobs for misusing social networking sites at work, it is important for people to also take into consideration the effect their posts will have on the company’s corporate image.
WRITTEN BY ADEMOLA ALAWIYE 

UAC INTRODUCES GALA TINKIES


UAC Foods Limited, a joint venture between UAC of Nigeria Plc (a leading  conglomerate in Nigeria) and Tiger Brands Limited (a leading South African food giant) has launched Gala Tinkies, as a new product line extension. 
Speaking at the stakeholders’ launch held recently in Lagos, the Managing Director of UAC Foods Limited,  Tawanda Mushuku explained that the new Gala Tinkies roll is one of the positive results of the strategic alliance between UAC Foods Limited and Tiger Brands Limited.
He said that the new Gala Tinkies, which are available in Strawberry, Peanut and Fruity filling, are specially produced to create unlimited fun and adventure with a special appeal to children.
“The launch of the new Gala Tinkies today is another significant milestone in the annals of our company – UAC Foods Limited and indeed that of the entire UACN group – as we have created another class in the snacks category specially designed for kids between the ages of 5 and 12,’’ he said.
Providing the rationale for the new product, the General Manager-Marketing, UAC Foods Limited,  Joan Ihekwaba noted that the new product was carefully and nutritiously produced to excite the taste buds of the target consumers (children between ages 5 and 12) using the three fillings – peanut, strawberry and fruity – that best appeals to them
Ihekwaba stressed further that the new Gala Tinkies are fortified with vitamins and minerals that are not only nutritious to the kids but also offer them a wholesome snacking experience.

Wednesday 5 March 2014

3 KEY AREAS FOR BANKS TO PROVIDE BETTER CUSTOMER SERVICE EXPERIENCE


Banks are falling short on important aspects of the customer experience and are increasingly vulnerable to competition from new banking providers, according to the 2014 Global Consumer Banking Survey compiled by Ernst & Young. According to the survey: 52% of consumers have opened or closed at least one banking product in the past year and 40% plan to do so in the next 12 months Of the 60% of respondents not planning to close or move their accounts, it is not necessarily because they are confident that they are with the right provider: 22% of those who plan to maintain their current relationships feel all companies are the same 17% indicated it is just too difficult or time consuming to change The survey identified three key improvement areas for banks that could positively impact the customer experience: 

Make banking simple and clear. 

Consumers are constantly flooded with information and struggle to understand choices, charges and changes. To make banking easy for consumers, banks should be transparent and concise around fees, rates, services and other communications. People depend on web, mobile, social media, telephone and in-person channels, so banks should offer an omnichannel experience that combines both traditional and digital banking.To stay competitive, financial institutions need to continue building channel capabilities to provide seamless 24/7, real-time access to banking.

 Help people make the right financial decisions. Many consumers want help developing their financial plans and goals. 
The banks that provide that advice are likely to grow their businesses. More than 70% of respondents say they would increase business with their provider if advisory services improved. Banks have the opportunity to create a mutual exchange of value by personalizing the experience, based on a holistic perspective of the customer’s unique situation and needs. Banks can augment this experience by leveraging both internal and external resources. This could include a skilled network of financial advisors, data about what similar consumers have spent and personal financial management tools that help people save, invest and spend more wisely. 

Be proactive in anticipating and solving problems. 

Effective problem solving is vital to any bank-customer relationship. Problems are inevitable, but survey data shows that there is astounding upside if people are satisfied with their problem resolution versus a downward spiral in trust and business if dissatisfied. Making it easy for customers to raise issues, equipping the front line to handle certain problems and escalate others, explaining why the issue occurred and following up to ensure resolution is complete are crucial to successfully handling problems.

Written By Jim Tiernery

CBN APPROVES CLOSURE OF 83 MICRO BANKS


The Central Bank of Nigeria (CBN) has approved the liquidation of 83 micro-finance banks, Alhaji Umaru Ibrahim, the Managing Director, Nigeria Deposit Insurance Corporation (NDIC), said on Tuesday in Abuja.
Ibrahim, who made the disclosure when he appeared before the Senate Committee on Banking and Currency to defend NDIC’s  2014 budget, said the licences of the 83 banks had been revoked by CBN.
He said that the closure of the 83 micro-finance banks became necessary because it was discovered that some of them existed only on paper, while others were used to defraud Nigerians.
He added that there were up to 900 micro-finance banks operating in the country, out of which, 83 had been listed for liquidation.
According to him. NDIC is already working to determine the number of depositors and how much each deposited in the banks in order to pay them.
He said the operations of some of the micro-finance banks had become epileptic, announcing that the corporation’s
2014 budget had made provision for the sum of N105 billion as pay-off fund incase any bank went  under.
He added that “funding gap is what we do to prepare for the rainy day. We hope and pray that the rainy day does not come but any insurance should prepare for the rainy day. As we speak, no bank benefited from the fund in 2013.”
Speaking on the “dollarisation” of the economy by speculators, the managing director said that the CBN was looking into the issue to ensure that it did not affect the economy.
Ibrahim said that in 2013, the NDIC maintained confidence and stability in the banking system through continuous and effective supervision and regulation of the system.
He noted that the corporation was working to ensure that depositors of financial institutions that had been liquidated were paid their monies.
“We have stepped up awareness and campaigns about our activities to make sure that members of the public put up claims of their locked up deposits in liquidated financial institutions.
“We appointed some banks as agents, with the assistance of our various zonal offices established in various parts of the country.
“Our plan for this year is to continue to protect depositors’ funds and to enhance supervision.”
The NDIC boss said that the corporation was working to promote financial literacy and consumer protection in order to enhance financial inclusion.
“We are doing this so that millions of Nigerians that do not have access to banks or any form of financial system or outlet are assisted in various ways,” he added.
He pointed out that plans were underway to work out ways and means to regulate mobile banking in the country.
He said the NDIC was partnering with the CBN to ensure that depositors who used the mobile phone system were protected.
“Mobile banking is emerging and seven banks have been licenced by the CBN to get involved in mobile banking and there are 11 non-banking telecommunication-related institutions also licenced to offer mobile money service,” the managing director added.