After Dialing Customer care of my mobile network for over 2 hours . . .
Me: hello Good afternoon
Customer care: Good afternoon, how may we help you
Me: My Internet data bundle, i don’t know what happened. I woke up this morning and it’s gone
Customer care: Did you browse yesterday?
Customer Care: did u download heavy materials?
Me: Hello pls is this interrogation? run a check up on my number and you’ll see what i have done in last 24hours!
Customer care: I can see here that your bundle is expired, i suggest you subscribe to a new package
Me: Dammit i know it’s expired, i am calling you because it’s not possible, something is wrong. .
Customer care: We will work on it, in the mean time you can subscribe to a new package
Me: Sigh . . hangs up
I know i am not the only one who gets screwed in the ass by customer care services in Nigeria, we all have our experiences. Sometimes i begin to wonder, is it that they don’t know what to do? or they are just too lazy to do it? or they feel they are doing customers a favour by solving their various issues? well one thing i have learnt is that: The harder you treat them, the more they respond, and the faster your problem gets solved. My Story Below will prove my little theory.
Before i start my true life story, i did a little research abot “Customer care” that i will just highlight below.
Customer service is the provision of service to customers before, during and after a purchase.
Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation – Turban et al. (2002)
Customer support is a range of customer services to assist customers in making cost effective and correct use of a product.It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.
Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support.
Ok here goes my story: Early this year, my dad got this new ipad and needed me to activate the internet on it. there was this old sim card at home, so we decided to use it for the ipad, so i had it cut to size for that purpose. after like a week, there was no sign of network so i decided to take to the office of the service provider at matori.
On getting there, i saw a long queue of people with different complaints, the security guy at the entrance gave me a number “157”, then i told him “Me i just wan activate my ipad o”, then he looked at me and directed me to a man who wasn’t attending to anybody. i greeted him like 3 times before he looked up and smiled saying “Good day sir, how may i help you”. I told, him i needed to activate internet browsing on the ipad, but there was a problem: the Sim card had not shown any sign of network since it was inserted. He replied and said “no problem, once you activate the internet, the network will come up”. I wasn’t too convinced with the responce, so i asked him “what happens if the network still doesn’t show even after subscribing for the internet bundle?”, he said it would be solved. Fine, i was convinced so i paid 8,000naira for 24/7 internet for a month. The network actually came up, but it wouldnt browse! i was getting uneasy as he tried all he could try but to no avail. He later asked a female colleague of his to help out, so i went to her. She used atleast 11 minutes before even touching the ipad, and when she did, her first question was “where did you get the sim card?” i replied and told her it was an old sim that was at home and stuff. Next thing she asked was “Where is the receipt of the Sim, and how is she sure it wasnt stolen”, I was shocked as i stared at her and was like “Excuse me, what did you say?” she said nothing, i then told her “Pls handover the ipad, you obviously don’t know what to do, that’s why you are asking such questions”. So i had to go back to the man again, and i told “Sir as you can see, you colleague is not ready to work so what do we do?”.
As he was trying his possible best to solve the issue, an idea came to my head and i thought to myself, why don’t i just buy a new sim, afterall i am in their office. So i told him i wanted to buy a new sim, he directed me to the place, i bought the sim, registered it and was done in about 10minutes.
I was happy with my plan until i got back to the man and he told me i had to subscribe a new internet plan on the new sim. i was shocked to my bones, i was like “can’t you transfer a package from one sim to another?” he replied and said NO. Waoh, i was helpless, i almost started begging till i said to myself “Tosin what do you want to beg for? Are you gonna beg for you right?”. So i faced the man and said to him “is is that it’s not possible to transfer from one sim to another, or you just don’t want to do it? how do you expect me to throw away 8,000naira just like that? if you were in my shoes, would you just throw 8,000naira away and buy a new internet bundle?”. All the while, he said nothing to me and when i was done with my Sympathy Speech, he said “am sorry there is nothing i can do”. I was MAD, i looked around, i looked at him and raised the tone of my voice 10 times higher and shouted at him “What nonsense are you telling me? i demand to see your manager now”, it was then he started saying “calm down sir, don’t cause a scene, just be patient” by then, the attention of the whole place was directed towards us, so he had no choice than to calm me down. After he calmed me down, he then apologised saying “he didn’t know that it was possible to transfer and bla bla bla bla”, i maintained my stern look, till he started punching keys on his laptop, and after like 2minutes he was done! I was shocked to my bones once more, He actually knew it was possible all along, but for some reason he just didnt want to do his job and felt that telling me to waste my money was the best option.
So you see i was right when i said earlier, the harder you treat them, the more they respond to your complains and solve them on time. which actually isn’t meant to be so. Hopefully we will get it right one day in Nigeria, and Cutomer service will really be Customer service!