Sunday, 20th August 20171:18:46pm

image Follow Us:

Aliyu Ilias

Aliyu Ilias

customer service awards limited urge organisation to meet up with the trends in customer service, a  customer experience management expert, Aliyu Ilias, who gave this charge at a breakfast meeting with customer service heads organized by the NCSA in Abuja, noted that within the period of eight to nine years, prices won’t continually determine a customer’s vulnerability, but rather a customer’s experience.

Speaking on the theme: "Trends in Customer Service," Ilias emphasized that aside the development of an avenue for a customer experience in an organization, proper good and services delivery also brings about enormous profit in a short run.

“Advertisement, location, payment method, price and most importantly customer experiences are the major reasons a customer will repeat or purchase a good at the same company in Nigeria. Every organization should strive to become the trend leader, by making inquiries, giving a listening ear to them, and majorly by designing an experience for them.

“Today, 88% of all businesses believe that they deliver excellent customer experience, but unfortunately going by our conducted research, only 8% of their customers believe the same thing. Amid all these rapid changes, the fundamental of great service remain the feeling of making a customer being recognized”, he said.

Giving recommendations on how organization can create experience for their customers, Ilias disclosed that spending on mobile ads, serving on social media, getting on YouTube, taking control of crowd sourced reviews, recommendations and creating of self-help platforms can help promote and boost a customer’s confidence.

Other recommendations he gave include: Trump sense over price, making sense of big data usage, visual reality, joining the smartphone fuelled rush of delivery innovations, instant chat and getting use to millennial customers among others.

In his presentation, the Managing Director, BetterWays International, Victor Oshadare, explained that customer experience is the planning and execution of strategy to develop, attract, retain and delight customers continuously and sustainably.

Reiterating the need for a customer experience, Oshadare noted that critical issues in customer services is the ability and capacity of an organization to identify the needs and potential needs of its customers and meeting those needs.

“The ownership and leadership of an organization might change but if there is a customer services culture (survival, stability, sustainability, structures, and system), a customer experience will give a fortune of all time. A good structure promotes experience, every organization should be ready of disruptive innovations, and take advantages of every opportunity of promoting faster” Oshadare said.

Nigeria's Customer Services Awards 2017 Management Conference would be coming up on October 5th 2017 (Customer Service Week) in Abuja. The Conference will give an in-depth look into the main drivers and challenges faced by brands and retailers when it comes to customer experience.

According to Aliyu Ilias, the coordinator of the conference would be featuring on how companies and organizations can respond to voice of customers effectively, big data in customer service and alternative channels, experience management strategy, understanding customer behaviour and interactive discussions.

He further noted that the case study of the event includes the transforming from customer service management to customer experience management and the designing and implementing of an effective customer experience strategy.

 

The Breakfast Meeting held, 17th August, 2017 at 805 Restaurant and Bar, Wuse II, Abuja brought together Customer service Heads from different organization,the theme focuses on the trends in customer service.

The Nigeria Customer Service Awards Limited is an organization that helps companies and organisations to listen to the voices of their customers by conducting an independent assessment research on the quality of service offered to customers by companies, process assessment and analytics.

 The breakfast meeting which was organised by Nigeria Customer Service Awards, was themed TRENDS IN CUSTOMER SERVICE and its focus is to bring together customer service heads to discussed the challenges from various organisation and deal with the current trends as well as to know the way forward in customer service and discuss it at the forth coming conference which is said to hold on the 5th of October 2017. This was disclosed by Dr. Aliyu Ilias from Customer Service Awards Limited.

The guest speakers of the Event was Dr. Aliyu Ilias: Customer Experience Management Expert, Mariam Jackson Alero: Customer Service manager  total Nigeria and Dr. Victor Oshadare: Managing Director of Better Ways International.

Dr. Victor Oshadare urges organisations private and government sector to register for the 2017 Customer Experience Management Conference which is coming up on the 5th of October 2017 during the international Customer Service week.

The state of road transportation in Nigeria is far from delivering the needed experience desired by commuters. It suffices to state that taxi services in Nigeria has failed to impress commuters over the years despite the growing demand for improved services. The present state of taxi and public road transportation system in Nigeria depicts the lack of creativity by those saddled with the responsibility of managing the sector. Vast majority of Nigerians rely on road transport services, yet the experience delivered to citizens is nothing near excellence.

Across the world, especially in developed economies, the taxi service plays a major role in delivering superb experiences to consumers as well aid in advancing the tourist potential of that economy. The state of professionalism deployed into road transport management in developed economies not only ensures safety for commuters, it has aided in the innovation of the sector.

In Nigeria, the challenges commuter’s face in the hands of taxi drivers are simply agonizing thus making taxi services very poor. The absence of an acceptable standard has led to the poor services experienced. So many of the public transport or taxi drivers are very rude and lack the courtesy needed to be engaged in the business.

There have been numerous cases of commuters who have been victims of armed robbery, rape and murder committed by taxi drivers. The phobia for taxi services in Nigeria is very high. Very few Nigerians can boast of over 20% confidence in the taxi services on offer.

In order for there to be safety in the taxi business, standards would have to be established that will guide the operations of taxi drivers. Commuters do not deserve to be cramped into vehicles like baked beans is packed into a container. There should be a standard for who should be a taxi driver and what trainings they have to undergo, the type of vehicle to be used as well as the routes to ply.

Taxi drivers need to be adequately trained to offer efficient services to commuters. The rate at which unregistered individuals per take in the taxi business only posses a threat to commuters safety. Just like every consumer product ought to be certified safe, every taxi must be certified safe before any commuter boards it.

Every taxi should have a registered and verifiable car number, car color and the driver should have an ID card that matches his or her face. The face of the driver behind the wheels should match the face on the central data base. Commuters are free to ask questions before boarding. It is economically beneficial when taxi service standards are made available within a society. Before an individual is offered a taxi license, there should be series of investigations and trainings the individual should be subjected to.

The population of Nigerians in need of excellent road transportation services exposes the gap in the taxi industry. Getting it right will demand a laid down road map that is flexible. The standard procedure in the taxi sector should be one that sets the standards for operation. Within the set standards, certain taxi companies should be allowed to bid for the processes to offer efficient taxi services. These companies will be subjected to recruit and train only eligible candidates for the job.

Government should set up a standards board that will consistently be charged to ensure conformity with approved standard expectations. From a random interview we carried out, 100 passengers were interviewed in order to measure commuter’s confidence in taxi service safety. It will surprise you to note that 74% admitted they felt unsafe boarding taxis in Nigeria largely because of insecurity and the discomfort. To mitigate against the negative fears of consumers, government needs to reform the transport and taxi service sector. There is no doubt that excellence in taxi service delivery is a necessity and a measure of a nation’s capacity to purposefully evolve its developmental processes and experience.

Science and technology is advancing consumer’s use of taxi services. All states of the federation should have a central data base in which commuters can verify taxi drivers. A mobile app should be made available for the management of taxi services.  Nigeria deserves to offer better taxi services to all consumers in Nigeria. The taxi service is a source for national tourism in Nigeria. Let’s make our taxi service worthwhile.   

Chukwuemeka Amoji Okoro

The Nigeria customer service awards limited is hosting customer service heads from different sector on 17th August 2017. This was contained in a press release by NCSA.

According to Aliyu Ilias, information are mostly digested by customer hook, line and sinker, this is the reason company need to work on their service delivery and communicate it effectively.

There is a disruption in every sector of the economy this also affect the customer perception about businesses. Every organization must move on with the current omni-channel approach to customer service. The meeting is opened to customer service heads, Customer service directors, customer service representatives, marketing executive and business owners. The topic of the breakfast meeting is “TRENDS IN CUSTOMER SERVICE”

The focus of the meeting is to also inform the customer service executives about the upcoming 2017 customer experience management conference schedule to hold on 5th October 2017 during the international customer service week, the conference will hold at Reiz Continent Hotel Abuja.  

The breakfast meeting which was last held in Lagos is in its second and forthcoming edition. It is open to the public and is completely free of charge to attend. 

When delivering superlative experiences to customers becomes the hall mark of an organization, you can best be rest assured that they will deliver on their promises. In less than five years of doing good business, AEDC has proven to numerous customers that it is possible for an organization to have a human face in service delivery.

AEDC is truly a customer centric organization in definition and in operation. It’s not just the ambiance of their experience centers that gets customers excited, but the very nature of how they have transformed the electricity business to empower consumers is so wonderful.

Before the coming of AEDC, consumers were subjected to unpalatable services. In the past, services were very rigid, systems were chaotic, in truth consumers had no choice. Consumers eagerly expected value for money expended in the past, but it wasn’t delivered to them. In the past, consumers will queue for hours just to pay bills and to be attended to by rude staff.

Today the beautiful vision of AEDC is clear for all to see. With customer service experience high on their priority, AEDC has not only established customer experience centers close to customers, they have established efficient call centers that responds immediately to customer issues.

With AEDC, customers can now pay for electricity services within the comfort of their homes and offices using online platform’s. Truth is, AEDC puts more money into the pockets of its consumers by reducing huge  transportation cost of customers rushing to their offices to make bill payments. With the online platforms established by AEDC, queue management has been efficiently managed. With the effective and efficient ways business is been handled by AEDC, you can clearly state that they have the right individuals championing their vision. I salute the gallant staff of AEDC.

AEDC has not only changed the face of service delivery in the electricity sector, it has given voice and power to consumers. For the first time, Nigerians and residents in Abuja,Niger, Nasarawa and Kogi can categorically state how they want to be attended to by AEDC.

Also, for the first time a consumer centric forum has been set up by AEDC for interaction with customers. This forum has served as a worthwhile feedback mechanism for AEDC. Customers feel empowered with this consumer centric forum, because AEDC always delivers on its promises to consumers.

In the month of February, I investigated a case of residents at Trade More Estate Lugbe, who demanded that AEDC supply’s them with meters, I was surprised that the wishes of the customers were granted in less than two months. The meters were installed for free. AEDC set up a customer office within the estate to assist customers with whatever electrical issues they may have. This is an amazing customer service experience. Over one thousand meters were supplied in record time. Also, customers were given 41units of free electricity power.

Truly, AEDC is an epitome of unrivalled service excellence. They have become the Darling of residents in Abuja. The smart Tech’s of AEDC are always ready to serve. Truthfully, light has been wonderfully constant in my area. Even in my office, the wonderful presence of AEDC can be felt. This is what true service should be about. True service should be about empowering consumers, and AEDC has been excellent.

I wish consumers will comply with this great services being offered. I kindly want to urge fellow consumers to stop engaging dubious electricians who bye cut, manipulate and tamper with AEDC installed meters. Cheating AEDC is only rubbing ourselves of quality services. Let’s work harmoniously with the staff. Let’s cooperate with the staff. . As consumers, AEDC has made us stakeholders in this great vision.

AEDC is indeed superb in its operations. I know in the coming years, many consumers like myself will become great ambassadors of AEDC. I am proud of the smart and the great vision they represent at AEDC. As a consumer, I pledge my support to make AEDC. I am a happy customer. I pay my bills, and I do all that is right for the success of AEDC.

AEDC keep up the good works, you will certainly overcome the challenges you currently handle in your desire to offer excellence to all consumers in Abuja, Niger, Nasarawa and Kogi state. Kudos to a great team that believes in empowering consumers. 

written by: Chukwuemeka Amoji okoro

Tuesday, 06 June 2017 11:19

WHAT IS CUSTOMER SERVICE?

  

Customer service has been defined in many ways by many people but essentially it is the provision of professional , helpful, high quality, services and assistance to customers before, during and after a purchase.  Customer support on the other hand involves a range of customer services aimed at assisting the customer in making smarter decisions like, what and how to buy, the effective use of a product, , installation guide, planning, maintain ante, troubleshooting and disposal of the product. When these support services are carried out at the customers end , where he/she uses the product or service it is called "at home customer support" . Technical support involves the provision of support with respect to technology products such as mobile phones, television, computers, software products, or other electronic or mechanical goods. 

Customer service is provided in different ways to customers but three broad channels stand out, they are:

1. By person. This employs the use of people to carry out specific duties aimed at customer service. Example the customer service rep you see in the bank, the sales rep of an organization. Organizations that care about their brand and its perception put in a lot of resources  into training their customer service representatives. Though costly, it brings great rewards for the organizations. 

 2. Automated means. The automated means of customer service increases an organizations ability to provide service 24 - hours a day which compliments customer service by person. Examples include Internet sites and touch-tone phones. With this method, customer service Reps are able to meet the needs of an increased number of customers. 

 3. Artificial means. Customer service provided by artificial means are done through the use of automated online assistants that can be seen as Avatars on websites. This method is effective in reducing the operating and training costs of organizations but it lacks the personal experience of deal with a real person. Automated online assistants are are driven by chatterbots and a technology that runs natural language processing. 

So now, you know the three means of providing customer service. Have you been served through  any of these means?  Or through all of them? What  means of providing customer service do you prefer the most? 

Written by: Lazine Ezinne. (Financial Services expert)

Tuesday, 06 June 2017 11:15

WHAT IS CUSTOMER SERVICE?

  

Customer service has been defined in many ways by many people but essentially it is the provision of professional , helpful, high quality, services and assistance to customers before, during and after a purchase.  Customer support on the other hand involves a range of customer services aimed at assisting the customer in making smarter decisions like, what and how to buy, the effective use of a product, , installation guide, planning, maintain ante, troubleshooting and disposal of the product. When these support services are carried out at the customers end , where he/she uses the product or service it is called "at home customer support" . Technical support involves the provision of support with respect to technology products such as mobile phones, television, computers, software products, or other electronic or mechanical goods. 

Customer service is provided in different ways to customers but three broad channels stand out, they are:

1. By person. This employs the use of people to carry out specific duties aimed at customer service. Example the customer service rep you see in the bank, the sales rep of an organization. Organizations that care about their brand and its perception put in a lot of resources  into training their customer service representatives. Though costly, it brings great rewards for the organizations. 

 2. Automated means. The automated means of customer service increases an organizations ability to provide service 24 - hours a day which compliments customer service by person. Examples include Internet sites and touch-tone phones. With this method, customer service Reps are able to meet the needs of an increased number of customers. 

 3. Artificial means. Customer service provided by artificial means are done through the use of automated online assistants that can be seen as Avatars on websites. This method is effective in reducing the operating and training costs of organizations but it lacks the personal experience of deal with a real person. Automated online assistants are are driven by chatterbots and a technology that runs natural language processing. 

So now, you know the three means of providing customer service. Have you been served through  any of these means?  Or through all of them? What  means of providing customer service do you prefer the most? 

Written by: Lazine Ezinne. (Financial Services expert)

Tuesday, 06 June 2017 11:15

WHAT IS CUSTOMER SERVICE?

  

Customer service has been defined in many ways by many people but essentially it is the provision of professional , helpful, high quality, services and assistance to customers before, during and after a purchase.  Customer support on the other hand involves a range of customer services aimed at assisting the customer in making smarter decisions like, what and how to buy, the effective use of a product, , installation guide, planning, maintain ante, troubleshooting and disposal of the product. When these support services are carried out at the customers end , where he/she uses the product or service it is called "at home customer support" . Technical support involves the provision of support with respect to technology products such as mobile phones, television, computers, software products, or other electronic or mechanical goods. 

Customer service is provided in different ways to customers but three broad channels stand out, they are:

1. By person. This employs the use of people to carry out specific duties aimed at customer service. Example the customer service rep you see in the bank, the sales rep of an organization. Organizations that care about their brand and its perception put in a lot of resources  into training their customer service representatives. Though costly, it brings great rewards for the organizations. 

 2. Automated means. The automated means of customer service increases an organizations ability to provide service 24 - hours a day which compliments customer service by person. Examples include Internet sites and touch-tone phones. With this method, customer service Reps are able to meet the needs of an increased number of customers. 

 3. Artificial means. Customer service provided by artificial means are done through the use of automated online assistants that can be seen as Avatars on websites. This method is effective in reducing the operating and training costs of organizations but it lacks the personal experience of deal with a real person. Automated online assistants are are driven by chatterbots and a technology that runs natural language processing. 

So now, you know the three means of providing customer service. Have you been served through  any of these means?  Or through all of them? What  means of providing customer service do you prefer the most? 

Written by: Lazine Ezinne. (Financial Services expert)

Consumer protection, safety and overall wellbeing remains the function of policy makers and government process regulators. Every economy seeking to enhance the wellbeing of its consumer population, must restrict bad business practices and products from circulation. To prevent consumers from sharp trade practices of certain business organizations, the competition law was created. The competition law has thus become a vital economic tool employed by governments of many nations to safeguard its citizens from foreign exploitation as well bad business practices of companies within.

By definition, Competition law is a law that promotes or seeks to maintain market competition by regulating anticompetitive conduct by companies. Competition law is implemented through public and private enforcement. Its aim and objective is simply for the wellbeing of consumers.

So many developed and developing countries have taken the bold step to setting up a robust competition and consumer policy frame work. The benefits of the competition law in the EU for instance has led to better consumer welfare, stable prices of commodities, availability of quality products through out the year, products and services innovation etc.

In Nigeria today, so many unhealthy business practices are allowed to go on because of the absence of a well structured body dealing with competition issues. Nigeria has only scratched the surface of competition Issues only on sectorial basis. At the present moment, the federal government through the legislators have seen the need for better business practices to exist within the economy. So many organisations have indulged in monopolizing the market of certain products thus defining an unrealistic selling price. Before the deregulation of some key sectors of the economy, many services were expensive and epileptic. The rate of consumer dissatisfaction was very low, coupled with the fall in product quality.

In monopolies we have seen agencies like NEPA, NITEL, Nigerian Airways, National bank etc all deregulated for efficient service delivery and innovation.

Today, consumers are no longer pinned down by government agencies alone, today some private businesses have become the nightmares of many Nigerian consumers. The following bad business practices have been allowed to thrive:

  • Business monopoly
  • Product hording
  • Illicit merger
  • Drop in product quality
  • Price hike
  • Product bundling

 

Once the Federal Competition and consumer bill becomes law, consumers will be protected from harmful business practices. Without these law, consumer rights will be trampled upon and defaulting companies will get away with a lot of crimes.

  • The competition law safeguards the well being of the Consumer by ensuring that there is a healthy business competition among companies.
  • That products are readily available in varieties for consumers to choose from
  • The prevention of unhealthy mergers by big organizations who intended defrauding the consumer.
  • Ensuring steady price of products and services.
  • Protecting consumers from unhealthy product bundling services for consumers.

Consumers have the right to unite and support the passing into law of the competition bill currently at the senate. Every consumer deserves to be safe.

Consumer safety is the responsibility of everyone. When the competition is law in place, consumers in Nigeria will be glad that their welfare will be taken care of. The competition law will further strengthen the rights of consumers. The competition law will guide how businesses think and operate.

With the competition law, businesses will have no other option than to ensure only quality services and products are allowed into circulation in the market.

With the competition law, business activities of organizations and companies will be evaluated to ensure strict compliance to lay down procedures. The competition law will save the Nigerian consumers from the claws of unethical business organizations. Support the competition bill, it is for the good of every Nigerian consumer. Everyone is a consumer.

 

New businesses, which have been freshly founded, and set in operation, are stereotyped to always have unprofitable outcomes. Nonetheless, this is never always the case. Indeed, new businesses can thrive, just as successfully as businesses which have been in existence for a longer period of time, do; such business owners, just have to be aware of factors they could imbibe, to make sure that the business succeeds. Some of these factors, are actually, not far fetched. They include:

  • WELL GROUNDED PUBLICITY

If anyone, at all, intends for something, or someone, to be known by others, such a person cannot just sit in their houses, cross their arms, and expect their intentions, and ambition to come to fruition. Something has to be done about it. This ‘something’, being talked about here, is known as publicity, and not just mere publicity, but a well-grounded one. For a newly founded business, well-grounded activities for publicity, must be established. You must go the whole nine yards, to make sure your business is viewed, or talked about, by anyone, and everyone. This means that you must utilize all forms of publicity you could use to showcase your business to the world. To be firmly grounded, if the resources are available, get a public relations officer, to handle the publicity of your business. If not, make sure you do not lazy around, or lag behind, in making use of the various other methods, which can be very beneficial in putting your business out there. Some of these methods are television, and radio adverts, blogs, and websites pop-ups, and posters, or handbills, among others.

  • HIRE THE RIGHT PEOPLE

There is a popular saying that goes ‘A good team makes the dream work’. Before you can think of growing your company, you have to have thought about the people who would help you achieve this growth. New businesses, must note that it is important to gather the right team of people, to move the business forward. Employing dedicated persons, who do not wait to be told, before they think outside the box, is a sure way of ensuring that the business has a rapid growth.

  • BE ADAPTABLE

As a new business owner, you must be ready to adapt to whatever kind of market you find yourself in. All you have to do, is just figure out ways that would make your business thrive, or stand out, among others, in the same market. Be agile, in your approach to change, as this exposes you to various other strategies, to excelling, in your business. Appeal to whatever is trending, or whatever the people love, at any particular time, or age, and fit that into the operation of your business.

  • POSSESS A STRONG SOCIAL MEDIA PRESENCE

In recent times, social media seems to be the order of the day, in Nigeria, alone, over 100 million individuals are users of the internet, and social media, as well. Maximize this opportunity, where there are lots of people, who have access to viewing all about your business, on one social media platform, or more, at the same time. Your business must have a twitter account, Facebook, Instagram, as well as a LinkedIn account. Through these forms of media, you can project your business, more, to the whole world, which eventually, increases the bottom line of your business, as people would start to patronize you, pending on how you entice them, and convince them to do so, through social media.

  • TAKE CUSTOMER EXPERIENCE INTO COGNISANCE

This includes the customer feedback, as well as how they out rightly show you, in passing, that they feel about patronizing your business. When a customer has a great experience, they would definitely want to come back so many other times, in the future, to do business with you, again. Customers’ perception of your business goes a long way in making, or breaking your business, altogether. Consequently, the customer experiences must be noted, this helps the business owner decipher where the business is lagging, and what areas of the business’ services, customers do not like, or slightly, have a problem with. Learning the customers’ experience, can help fix the problem, or avert that issue, completely. Always respond to the needs of your customers. If customer needs are ignored, the business may never progress, for the simple reason that every business appeals to a certain target of customers, and it is whatever those customers want, the business, must work towards delivering.

 

 

 

Page 1 of 7
WIll Hill BookiesW.BetRoll here...
Pin It
Online bookmaker the UK http://whbonus.webs.com/ William Hill