Season's Greetings From Customerservice9ja Blog

                                               This is wishing all our numerous readers and followers a merry Christmas and a New Year of customer service revolution in Nigeri...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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MAKING THE CUSTOMER KING AGAIN

The customer, they say is king, but in Nigeria, customers can be likened to slaves, a reflection of the many years of poor service delivery they have endured in a country where fraud, deception and unwholesome business practices in the marketplace have been robbing them of their hard earned income and for which they are unable to get any satisfactory redress. The scenarios abound. Recently, social media was agog, with many Nigerian travellers...

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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...

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