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Dealing With Poor Customer Service In Firms

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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

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Business

Investment Expert Urges FG To Partner Zuga To Grow E-Naira

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An investment expert in Port Harcourt, Revelation Ohio, has called on the Federal Government to partner with Sam Zuga to grow e—naira to become the Nigeria’s digital currency in the cripto market space.

He said this became necessary in line with what is going on in the global digital currency market, where many countries, including the developed Western nations, are keying into the cripto market.

Ohio, the Chief Executive Officer of the Leverage Hub Consulting Limited, who made this known while speaking in an investment forum in Port Harcourt on Sunday, said that Sam Zuga, a Benue State-born Reverend Father, was the first African to develop a digital coin, the Zuga coin.

He described the Reverend Father as a philanthropist who has made remarkable mark in investment all over the world, especially in Dubai, in the United Arab Emirates.

“Sam Zuga is the only African who has stretched himself to compete with those in developed countries in the cripto market, where all the digital coins are all non Africans.

“This man has stepped into the space and developed this coin named after him, and has strictly specified that the coin is African, and as we speak, this coin is strongly growing faster in the digital currency market.

“So it will be an advantage to the Federal Government, through the Central Bank that is considering to develop digital naira, to partner Zuga who is already in the space, as it used to be for those entering the market newly.

“This will have a multiplier effect on our people, as many unemployed persons will be engaged in the business, while the fortunes of many of the youths will be turned around”, he said.

The investment expert also urged the Nigerian public to take advantage of the space available in the cripto world to equip themselves financially, and get knowledge of the cripto market, since that is the way the world is currently going.

By: Corlins Walter

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Business

Brass Fertilizer Company To Create 15,000 Jobs

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Jobs – As Bayelsa Set For More Housing Estates

The Bayelsa State Government has allocated 595 hectares of land for the proposed Brass fertilizer company in Odioma Kingdom in Brass Local Government Area of the state.

This was as the government has also hinted that the bush clearing of the site of the said project has commenced in earnest.

The Bayelsa State Commissioner for Lands,Housing and Urban Development, Barr.Esau Andrew, disclosed this in Yenagoa, the state capital at the weekend.

He said that the Federal Government proposed project, when completed, was expected to create employment for not only qualified Bayelsans, but  has the capacity to engage no fewer than 15,000 workforce, with professional and un-professional qualifications.

Andrew who called for unity amongst the people of the host community, reiterated that the Governor Douye Diri’s led administration was willing to create the enabling environment for businesses to thrive in the state.

He averred that the government was also desirous of fast tracking the development of all communities and sectors of the state’s economy through impactful projects and programmes.

“The Brass fertilizer company is situated on a 595 hectares of land in Odioma kingdom of Brass council area.

“There are no problems with respect to the take-off and completion of this gigantic project, but what we currently have there are basically issues on intra-communal arguments as to who becomes the chairman, Odioma Council of Chiefs”, he said.

He added: “As a community member and commissioner in the state executive council, I can assure you that that can’t stall the project.

“Governor Diri has directed the community to toe the path of unity and peace so that they can benefit maximally from this enormous project, and the youths, chiefs and elders of the community are ready to do as directed by the governor”.

In the same vein, the government has reiterated its commitment to building additional housing estates in the state.

To this end, Andrew said that the Governor Diri administration in partnership with the Federal Government’s Ruhi 774 Housing Scheme and Shelter Afrique were set to build new 800 and 100 units housing estates, respectively in the state.

According to him, while the Ruhi 774 Housing Scheme being handled by Real Estate Development Association  of Nigeria (REDAN) is to build 100 housing units in each of the eight council areas of the state, Shelter Afrique on the other hand is expected to carry out the construction of another 100 housing units in Yenagoa.

He said further that the state government has also concluded plans to build additional 260 housing units in the yet to be developed hectares of land acquired by the previous administration for the Ayama-Ijaw Housing Estate in the Southern Ijaw council area of the state.

By: Ariwera Ibibo-Howells, Yenagoa

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Oil & Energy

Global Geopolitics, Neo-Colonialism Fuelling Apathy Against Crude Oil, DPR Hints

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The Department of Petroleum Resources(DPR), yesterday, allayed concerns over the future of crude oil globally, stating that the resource would continue to remain relevant for decades to come due to a number of emerging factors.

In his goodwill address at the ongoing 45th edition of the Society of Petroleum Engineers Nigeria Council(SPENC), Nigeria Annual International Conference and Exhibition(NAICE), Director and Chief Executive of the DPR, Engr Sarki Auwalu, argued that the current apathy towards crude oil is not driven by technical and economic considerations alone.

According to him, the ongoing narratives of the relative significance of each energy type and the clamour of ‘end of oil era’ is not informed by technical and economic considerations alone but by global geopolitics and the vagaries of neo-colonialism as well.

Auwalu maintained that crude oil’s continued relevance in decades to come is because of some of its features as an energy resource, which includes availability, accessibility, affordability, reliability, and efficiency.

This character of petroleum, he explained, gives it a degree of comparative advantage over emerging energy alternatives for secured and stable energy supply.

He said, “I would like to sum up the future of energy in these words: ‘for the foreseeable future, we would continue to see a mix of all energy sources – coal, oil, gas, nuclear, renewables – in the supply equation. Whereas renewable sources will make steady in-roads in the global mix, oil and gas will be relevant in decades to come’.

“This conclusion is informed by the outcomes of market analysis and forecasts based on demand-supply equilibrium, socio-economic fundamentals, climate change and environmental considerations as well as technology and innovation that is shaping the dynamics of global outlook.

“However, we would not delude ourselves that change is not happening; we must continually re-invent the industry and find ways to improve the environmental credentials of oil and gas by deploying technologies for carbon reduction and management to maintain its acceptability as fuel.”

He insisted that Africa, other oil-producing countries and members of the Organisation of Petroleum Exporting Countries(OPEC), must be key stakeholders in global energy discourse and ensure their voices and views are well articulated in discussions about the future of oil and gas.

“Indeed, as Africans, it must take its destiny in its hand and rewrite history, by leveraging abundant human and natural resources which nature has bequeathed on this great continent to create wealth for its people, eliminate poverty, and improve social-economic conditions while driving value for the globe. Only Africa can grow Africa,” he noted.

On its part, Auwalu disclosed that Nigeria had risen to the occasion, and had started using its oil and gas resources to drive value for national development in the face of challenges posed by energy transition and global dynamics.

Specifically, he explained that the DPR was fostering innovative ideas and creating opportunities for investments and sustainability in the petroleum industry, especially most recently, through the establishment of the National Oil and Gas Excellence Centre(NOGEC).

NOGEC, the DPR chief executive noted, was designed as a one-stop shop to drive safety, cost efficiency and value for the Nigerian oil and gas industry.

In addition, he said the DPR identified the need to formulate the Maximum Economic Recovery(MER) Strategy for Nigeria to guarantee the actualisation of sustainable resource optimization and the economic benefits arising therefrom.

The framework of the MER, he explained, was hinged on six pillars, namely: reserves maturation and production optimization; exploration and resources maturation; improved oil recovery and enhanced oil recovery (IOR/EOR) implementation; asset stewardship; performance evaluation and rewards; and risk management.

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