Service delivery is about
delivering your services as effectively as possible to the satisfaction and
delight of the customer.
If there is one thing lacking in most industries in Nigeria,
I must tell you is good customer care and service delivery. One thing that
still perplexes me till date is how they treat you like trash neglecting the
fact that you paid for the service. I doubt if there is anyone in this country
that have not been treated this way, the president of the country I guess.
The power of a pen, they say is mightier than the sword and
this morning I am gonna wield mine against these industries that offer the
worst customer care and service delivery in Nigeria because it is the only tool
I have.
There are so many industries at fault here but I have taken
my time to pick out some that are really good at giving you shit for your
money, they take you for granted, treat you like trash. I present to you the
TOP 3 INDUSTRIES that offer the worst customer care and service delivery in
Nigeria.
EATERIES: It is only in
Nigeria that we queue to eat the food we pay for. The way eateries in Nigeria
attend to customers pisses me off. They have this mentality “they are hungry so
we can treat them anyway we like or oh! look at these beggars” I went to
SHOPRITE some months ago to get some groceries so I decided to buy rice and
chicken because I was famished, after queuing for like 10mins I was finally
attended to by this chick and when she brought my food, it was as cold as my
late grandmother’s body. I returned the food insisting that she warm up the
food. I waited for another 10mins and when she brought the food, OMG!!! It was
as if she dumped the food in the freezer, I requested for my money, I activated
the ‘craze’ I had in me. I did not let anybody buy food until I was refunded my
money.
GSM Networks: I don’t
even think they know what customer care means, sometimes I wonder if those they
have at the customer care service are well trained. Many Nigerians are victims
of these guys but we are complacent so we suffer in silence. You recharge your
phone and call for less than a minute and by the time you check your account
balance it is as empty as I don’t know. You can’t make a phone call in some
places in Nigeria because the reception is bad and they tell you they are
everywhere you go. Hardly will you see a Nigerian that has not had similar
experience with these GSM networks. One thing that has always worked for me is that
I always stood my ground.
Early this year I subscribed to
the BIS, the unlimited monthly plan on one of this GSM networks but they yanked
me off after a day. I called the customer care helpline series of time with
different voices telling me the same bullshit that there is nothing they can do
about it. I was so pissed that I decided to visit their head office on the Island;
I even had to queue before I was finally attended to. When I explained to the
guy in charge, he collected my phone and checked some things and he was like
“sir there is nothing we can do about it” (I so love this part) “WHAT!!” I
shouted after waiting for like 2hrs? I hit his table with my fist. I was so
ready to fight anyone. I just kept shouting and screaming. Trust me after
10mins of ‘craze’ my data plan was restored and I was given another one month
extra.
BANKS: Yes banks. They surely deserve this spot.
If there is any industry in Nigeria that would treat you like trash anytime,
any day, it is the banking industry.
Nigerian banks have come to take customer care for granted
so much that their services have now become so incompetent. You go to Nigerian
banks to make transactions and you would be told there is no network; you queue
for hours before you can deposit cash, when you take a complaint to the bank
you have to wait another 2weeks before it is being considered.
Even online banking is nothing to write home about in
Nigeria, we are scared of the ATM machines, your account get debited without
you getting no cash.
When it comes to service delivery and customer care in
Nigerian banks every family has a story to tell.
There are other industries that I have not mentioned; the
Aviation industry (airports and airlines) - remember DANA? Hell yeah! The
Nigerian police, PHCN-they give you bills without supplying electricity. Even
the government- we pay taxes and #99 for fuel and we get nothing, not even good
roads. You miss a flight, you pay extra. The flight get canceled, they don’t
pay you.
WHAT CAN WE DO?
The reason why these industries take us for granted is
because we keep quiet. Sometimes it is not about the money, it is the
principle. We have to stand on your ground. You can’t just shut up while they
treat you like trash, it is a service they are offering and you paid for it.
One think that always works for me is ‘craze’, maybe you
should stick to it to.
