I am excited to speak to you in
Urhobo language of Delta State, South-Southern Nigeria
, all I have said is my
people. I have always reiterated it that Nigeria
is richly blessed in her
diversity. It is quite unfortunate that our people have through greed devoured
this nation. May the Lord rescue our nation. I remember studying about
corruption over the weekend and it seems this nation’s wheel of progress is
entangled in it.
I would want to say that the
discussion of today can be broken into many parts but let’s study it in bit.
Then, this situation might be peculiar to Nigeria, if you are not within this
locale, you might not understand what I am saying but I know you would be able
to apply it to other areas of life.
When the government felt they can
no more provide social services; they privatized the companies handling those
services, opened it up for investment
by both foreigners and Nigerian entrepreneurs.
With the advent of these companies, employment opportunities increased; people
were employed as customer service officers. This implies that the customers
needs to catered for, however, many of these companies either satisfy or starve
their customer through the service they provide. Let’s read, customer
satisfaction versus customer starvation.
Customer Starvation is a state
when customers are paying for services that are not given to customers. It gets
annoying being delayed for a flight without having an apology from the airline
official; having electricity cut while exorbitant bills are brought to one’s
house; paying for toll and the role remains unmotorable; expending money on
airtime and you cannot make a call and many more. Customer starvation is
compounded by rude customer service.
Customer Satisfaction is a state
in which customers are given the desires service across all the departments of
the provider. It has been seen that lapses within the system are directed to
the customer service department to handle. At such points, the customer service
department is overworked while innocent staff apologize for what they did not
cause. Customer satisfaction is a point when the customer becomes loyal to your
brand and thus introduces your product or service to others. Customer
satisfaction is what companies should strive to attain at all times.
Whatever service you provide,
keep this Yoruba proverb in mind, “oro
tutu ni yoo obi lapo; oro lile ni yoo ida ninu apo”
meaning, “good words
are complemented while insult remove the sword from the sheath. You owe your
customers explanations when your service delivery is below standard. It is more
difficult to win a customer than to lose one; for every customer that is lost;
there are other five potential customers that can walk away. Be proactive than
being reactive in provision of service. Let’s stop starvation and start
satisfaction of our customers.
Lest I forget, welcome you to a
new month. May it be a new month of joyful thanksgiving for us all.