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Finding innovative ways to improve customer relationship is integral to the success of a business, Eliezer Workplace Management, one of the leading facility management companies in Africa has said.
According to the Lagos-based company, the customer service system in Nigeria became the most talked about concept a few years back and thus led to a better supplier-customer relationship.
However, the problem in the approach to customer feedback still lies in in a country that has the highest population in Africa.
“Cliches like ‘customer are always right, the customer is king, we are in business because of you’ were very popular. These statements were a description of what several industries hoped to model and exemplify in their approach. Has it worked? Yes, it has,” David Korede, the Executive Director of Eliezer Workplace Management said.
Dele Olaniyi, a manager at a consulting firm situated in Lagos shared his experience with a customer service provider from one of the country’s tier one banks and he had this to say- “My bank’s customer care agent called me to ask for my experience regarding their services. Then she went ahead to ask what areas of improvement they needed to focus in order to serve me better, I took my time to explain, as calmly as possible. She thanked me and the line went off.”
Three weeks later, Olaniyi said he was called again by the same bank. “I was called from the same bank by another customer care agent asking the same questions, I rattled off the same information because I want to give them the benefit of doubt.”
The manager said, perhaps, the info he gave the last time was not entered into some database or the person that was in charge had been fired.
“By the time I … Read More...