Business

Dealing With Poor Customer Service In Firms

Published

14 years ago

June 18, 2012

Poor customer service is a killer for any business, regardless of the size, standing or stature. If you ask people to give an example of a time when they experienced bad customer service, they would probably tell of one immediately. But ask someone to give a positive example; this will be met with little hesitation before an example is given. This is one of the main reasons bad or poor customer service can kill a business or an organization.

Also, word of mouth referral is one of the most effective forms of promotion as it costs nothing but carries a huge amount of credibility because it is based on the customer’s personal experience. While many customers are aware of the value of excellent customer service, only few can accurately quantify its direct impact on their bottom line. Some businesses understand that turning the customer experience into an emotional engagement strengthens their brands, names, and results in more loyal and satisfied customers. However, some companies do not even bother about their customer’s feelings.

Customers are your friends, customers promote you, customers make you who you are and give product and service what it is called.

I remember a bad experience I had recently at the Muritala Muhammed Airport, Lagos (local departure) when I was to leave Lagos for Port Harcourt. We were supposed to board the plane by 2pm; we rushed down to the airport, checked in as early as 12.30pm expecting to board at 2pm but all we noticed was that we were seated for more than four hours, still expecting an announcement; but the most disappointing part was that we were all seated without anyone informing us that our flight might be delayed nor was there any apology from the airline management. This got me upset and I went directly to the airline’s customer’s desk to ask why or what was going on. The reply I got from the person incharge of the customer service desk was “Please can you go back to your sit and let me rest. Oh! You are surprise, right? That wasn’t even enough, I tried to explain things to her and guide her through the ways in relating with a customer, but her second response was a bucket full of insults on me that even got some people around talking back with annoyance at her. She said; “Please this is none of my business can you please sit back till you see the plane arriving, did I beg you to purchase the ticket? So please keep your dirty mouth shut and do not teach me how to handle my business”. I almost fainted after all sort of insult from her to me, such a bad attitude, towards a customer need to be addressed. And here, I give some tips: Good Ways An Employee Can Relate with customers.

Smiling: Smiling is always one of the best ways in relating with your customers so as to draw them closer to your business. First impression lasts long. Our first look to a customer always matters. When you frown at a customer, he or she can be driven away or never even come back to you again, so I advise, you should always put on a smiling face even when you are moody, never let or show to your customer how moody or sad you are. Do not mix up your personal feelings with business, leave aside your aggression or annoyance behind, at home, do not let it go with you to work so that you will be able to relate well and good with your customer. Like I always tell people that a table of smile can cure 20 patients together at the same time, meaning your smile can draw customers closer to you and your organisation. So why not always wear a smile when relating with a customer?

Do not nag: people who nag, drive people far away from them. Never nag your customers when they come to you over a problem or solution rendering, solve customer’s problems one after the other even though some customers can be annoying sometimes too but never let that bother you. Relax, listen and respond back with a good manner and attitude in order to suit their needs or find solutions to their problems.

Apology: Customers are always right according to a popular saying because you invited them to purchase your product or service and they are the outsiders, they see beyond what you see from within. So when they come for problem solving, always apologise, keep apologising, tell them “Oh! Please we are so sorry”, “please we would find better ways or good solutions to your problems” and so on. Let’s assume a consumer had a bad experience with your product, and they come back to you in annoyance to complain, never give back to them in annoyance, all you need to do is apologise, keep apologising until you are able to calm him or her down.

Access to information/much information: An employee on a customer’s desk should be able to have lots of information about their products or services. Never say to your consumers “please I have no info or idea about our products or services”. It is wrong!

Miss Lambo is an Intern with The Tide.

Anifat Akanbi Lambo

Business

Customs Seek Support To Curb Smuggling In Ogun

Published

3 days ago

February 13, 2026

The Tide

The Nigeria Customs Service(NCS), Ogun 1 Area Command, has solicited support in fighting smuggling and other economic crimes at the Nations border.

The Area Comptroller, Olukayode Afeni made the appeal in an interview with Newsmen in Idiroko, Ogun.

The comptroller stressed the need for the public to provide timely and reliable information to the Service, saying noting that fighting smuggling is a collective effort

“I urge the general public to join hands with NCS by providing timely and credible information that would help toward suppressing smuggling and other economic crimes.”

“Together, we can build a prosperous nation where compliance is the norm, and criminality has no place,” he said.

Afeni reiterated the command’s commitment to combat smuggling, and facilitating legitimate trade, as well as generate revenue for national development.

Chinedu Wosu

Business

IFAD: Nigeria Leads Global Push For Youth, Women Investment In Agriculture

Published

3 days ago

February 13, 2026

The Tide

The 49th Session of the International Fund for Agricultural Development (IFAD) Governing Council has concluded in Rome, with Nigeria taking a prominent leadership role in advancing global agricultural development priorities, particularly strategic investment in youth and women.

The biennial meeting, themed “From Farm to Market: Investing in Young Entrepreneurs,” underscored the growing recognition of young people as critical drivers of job creation, innovation, and inclusive economic growth across global food systems.

The session opened with the election of Nigeria’s Minister of Agriculture and Food Security, Senator Abubakar Kyari, as Chairperson of the IFAD Governing Council.

Having previously served as Vice Chair, his emergence as Chairperson reflects the strong confidence reposed in Nigeria by Member States, recognising the country’s constructive engagement and leadership in promoting global food security.

In his acceptance remarks, Senator Kyari expressed deep appreciation to Member States for the trust placed in him, pledging to serve with humility, diligence, and a strong commitment to improving the livelihoods of rural women and men across the world.

Addressing delegates during the session, the Chairperson emphasised that prioritising youth and women in agriculture is key to unlocking economic opportunities, accelerating innovation, and driving inclusive growth.

He noted that such investments would ultimately strengthen global food systems while helping to reduce hunger and poverty.

Senator Kyari also commended President Bola Ahmed Tinubu for placing food security at the centre of Nigeria’s national priorities.

He noted that Nigeria’s leadership role at IFAD aligns with the President’s directive to boost agricultural productivity, expand economic opportunities for youth and women, and build resilient food systems capable of withstanding climate and market shocks.

The Minister further praised the IFAD Nigeria Country Office, led by Country Director Ms Dede Ekoue, for translating global development commitments into measurable outcomes for rural communities.

He highlighted the office’s role in strengthening agricultural value chains, empowering youth and women, and improving resilience among smallholder farmers nationwide.

Business

Expert Tasks FG On Food Imports To Protect Farmers

Published

3 days ago

February 13, 2026

The Tide

The Federal Government has been urged to balance consumer protection with farmers’ sustainability by ensuring timely food imports, input subsidies expansion and price stabilisation mechanisms to secure investments across the agricultural value chain.

An agriculture expert, Dr Fatai Afolabi, gave the advice at a forum organised by the Plantation Owners’ Forum of Nigeria (POFON), in collaboration with the Oil Palm and Other Oil Seeds Value Chain, themed ‘Current Government Food Strategy, the Concomitant Effects and Implications for Food Security in Nigeria’, and held in Lagos, Wednesday.

Afolabi cautioned that the recent food import policies, while easing consumer prices, could undermine local farmers and long-term food security if not carefully managed.

He noted that Nigeria’s food system was navigating an exceptionally difficult period, marked by inflationary pressures, climate variability, insecurity in major food-producing regions, and rising energy and logistics costs.

He said the Federal Government’s decision to temporarily relax restrictions on selected food imports was understandable, noting that the market had responded swiftly with a reduction in prices of major staples.

However, the convener observed that while the policy had brought much-needed relief to consumers, it posed significant challenges for local farmers and agriculture value chain investors.

“While output prices have fallen, the cost of producing food in Nigeria remains stubbornly high.

“Farmers continue to contend with expensive fertilisers, rising transport costs, costly improved seeds and agrochemicals, limited access to affordable credit, poor electricity supply, weak road infrastructure, and inadequate storage and processing facilities, which result in significant post-harvest losses.

“This situation, where farmers sell produce at declining prices while production costs remain elevated, has created widespread distress across agricultural ecosystems,” he said.

Afolabi said the effects were being felt across all segments of agriculture, with rice farmers among the hardest hit.

He said reports from producing states indicated that about 3,500 rice farmers were considering exiting rice cultivation after incurring estimated losses of over N93 billion.

He added that cassava farmers were selling produce at prices that barely covered harvesting costs, leaving them unable to recover their investments.

According to him, vegetable and edible oil producers are also under pressure as imported vegetable oil brands reduce demand for locally processed alternatives.

He added that cocoa farmers continue to battle price volatility in international markets amid rising domestic labour and maintenance costs.

Afolabi noted that tree crops such as oil palm and cocoa, which require long gestation periods, were particularly vulnerable to sudden market disruptions that undermine investor confidence and discourage new investment.

He said the effects extended downstream to agro-processing and value addition, with soybean farmers supplying vegetable oil processors experiencing reduced demand and lower prices.

He said the development threatened not only farm incomes but also rural employment and agro-industrial growth, raising concerns about national food security.

According to him, sustained losses could force farmers out of production, increasing Nigeria’s dependence on food imports and exposing the country to global supply shocks, foreign exchange pressures and long-term vulnerabilities.

Afolabi cited India and the Netherlands as countries offering useful lessons in balancing consumer protection with farmer sustainability.

He said India deploys food imports strategically during shortages, while complementing them with strong domestic support systems.

He added that the Netherlands, despite being one of the world’s leading agricultural exporters, supports farmers through input subsidies, tax incentives, affordable energy, strong cooperatives, and close integration with research and extension services.

He said agricultural students in both countries also benefit from subsidised tuition, transportation and meals, as well as grants and start-up support for farm enterprises.

“This approach ensures generational continuity and innovation in the agricultural sector,” he said.

Afolabi said Nigeria’s current food import policy could play a stabilising role if complemented by deliberate measures to protect local producers.

He recommended carefully timed imports to avoid peak harvest periods, strengthened price stabilisation mechanisms, aggressive subsidies for critical farm inputs, and support for agro-processors to remain competitive.

He also called for clear communication of policy intentions to reassure farmers that import measures were strategic and temporary.

“Food imports should function as a strategic shock absorber rather than a permanent market feature.

“Government should develop and publish a national crop production and harvest calendar for major staples and align import decisions with documented supply gaps.

“Affordable food and profitable farming are not mutually exclusive goals. With thoughtful coordination and sustained support for farmers, Nigeria can achieve both,” he said.