Tag: customer

  • GOTV TAKES CUSTOMER FAIR TO IBADAN

    AS part of the activities lined up to celebrate five years of doing business in Nigeria, GOtv, last Saturday, hosted the residents of Ibadan, the Oyo State capital to moments of merriment with a Customer Fair.

    The celebration, according to GOtv’s management, is more iconic as Ibadan is honoured as the city where its service was first launched on October 11, 2011.

    Thanking subscribers for their loyalty, GOtv brand ambassador, Daddy Showkey, recalled that his musical career success started in the city.

    The celebration started in the city by a combination of music stars and popular comedians touring neighbourhoods.

    The GOtv Customer Fair was conceived to reward subscribers for their loyalty over the past five years of the brand’s existence.

    Among the performing artistes at the event were Daddy Showkey, Mr. Ibu, Oritsefemi, Aki and Pawpaw and Helen Paul, who were supported by other local entertainers.

    Helen Paul thrilled the audience with stupendous jokes, while Naija FM’s DJ Kentalky dished out trendy music to the delight of the guests before Daddy Showkey and Oritsefemi drew provoked rigorous dancing from the audience with their hit songs. Daddy Showkey took the audience down memory lane with a performance of his old hit-songs, such as ‘Showkey.’

    Mr. Ibu, Aki and Pawpaw augmented the event with their comedy routine. There was a dancing competition and the giving out free GOtv decoders and other gifts to lucky winners.

    Subscribers who had difficulties with their hardware or service were attended to by the GOtv Clinic set up at the venue for that purpose.

    The next editions of the Customer Fair will take place in Abuja today and Lagos on November 5, 2016.

  • GOtv starts customer fair brand activation

    GOtv starts customer fair brand activation

    GOtv has kicked off its customer fair brand activation in Port Harcourt to commemorate its fifth anniversary.

    Beyond the entertainment created for the event, GOtv also used the occasion to attend to customers’ complaints relating to hardware or service issues, using its GOtv clinic to provide such services at the venue of the event.

    The pay TV led its brand ambassadors, Daddy Showkey, Mr Ibu, Aki, Pawpaw, Helen Paul and Oritshefemi, to make the fair exciting and fun-filled.

    Also, it recognised dealers and sales agents at the event.

    With music provided by Naija FM’s DJ Kentalky, comedians Helen Paul and MC Acapella were the hostess and host.

    GOtv subscribers could not help, but hit the dance floor when Oritshefemi and Daddy Showkey took the stage at different times during the event and performed their older and newest songs.

    “One striking thing about GOtv is the refreshing and exciting content. The picture quality and sound clarity are outstanding. Customer relationship is superb. You feel loved when a customer care representative calls you to serve you,” a subscriber, Ada Obi said.

    According to the brand handlers, the customer fair train will move to Enugu on October 15, Ibadan on October 22, Abuja on October 29 and Lagos on November 5.

  • Chesney: Using technology to enhance customers’ experience

    Chesney: Using technology to enhance customers’ experience

    The owner of Chesney Hotels Lagos, Mr Ken Obinna, has said the hotel “is using modern technology to enhance customers’ experience and in the process, its customers have been taken to a new level of experience”.

    According to him, the use of technology to enhance costumers’ experience is noteworthy, and this shows   from the gate, where cars are checked with an inspection mirror, through the revolving doors, to the lounge where separate buttons indicate what particular service you want from the barman, and the ultra-modern elevator as well as the air purifiers on every floor.

    The  rooms , he said,  come in nice brown shades, with the touch of deep red. The décor also draws inspiration from different African cultures. On the walls in the passages can be found pictures and paintings of various heros, from Martin Luther to Barack Obama and Lionel Messi.

    The lampshades by the bed are both aesthetic and functional, with the light switch conveniently placed on the board above the bed.

    Other pluses include a wide range of channels, seamless power switch over, competitive pricing for drinks and superfast room service. Apparently, Chesney places a lot of importance on quality as well as the speed of delivery of food.

    According to the hotel’s business service manager, MalvinOkorafor, Chesney has kept pulling in new guests with food. “Everything here is made fresh, despite meals being delivered in no time,”he said.

    The a-la-carte menu options include English or Nigerian breakfast, beef, chicken, seafood and vegetarian, burgers, sandwiches and pizza. Then there’s the special Nigerian menu which includes ofada rice, boli (roasted plantain), asaro (yam porridge, beans porridge, dundu (parboiled fried yam) and the full complement of Nigerian soups (efo riro, egusi, ogbono, afang, bitter leaf, oha and white soup).

    According to Okorafor, most of the hotel’s guests are corporate clients. This is by design; the hotel’s calm setting is ideal for businesspeople. For example, there are no live bands or themed nights and music is low whenever it’s played.

    He said the hotel  has ultra-modern conferencing facilities for meetings and presentations. This and the management’s flexibility and personalised service ensure it is rapidly becoming a favourite for discerning corporate guests and individuals with cherished world-class quality in a peaceful environment.

    The synthetic grass at the Chesney garden that leads to the crystal clear swimming pool is just one of the many attributes that show what the Chesney Hotel on Saka Tinubu, Victoria Island, is all about.

    The 50-room hotel is one of the modern hotels in Lagos giving international brands a run for their money. As many insiders in the tourism and hospitality industry know, Lagos has some catching up to do when it comes to offering international standard hotel rooms which  apart from costs incurred from generating their own power  is a major reason for the high prices hotel rooms command.

  • KPMG names Citi Most Customer Focused Bank

    KPMG names Citi Most Customer Focused Bank

    Citi has retained its position as the Most Customer Focused Bank in the wholesale banking category, the  KPMG 2016 Banking Industry Customer Satisfaction survey (BICSS) has shown.

    The survey stated that the quality of banking experience remains the reason customers chose to bank with Citi. The KPMG BICSS was first launched in 2007 to heighten the consciousness of service delivery among Nigerian banks.

    This year, KPMG expanded the scope of the survey to 29 locations across the country covering over 28,000 customers across segments. Customer selection in the wholesale banking segment was driven by a need to ensure inclusion of companies in each major business sector. The survey was based on five factors – Convenience; Product/Service; Executional Excellence; Value for Money and Customer Care.

    CEO for Citi Nigeria, Akin Dawodu, said “We are very proud to be recognised, again, as the most customer-centric bank [in Nigeria]. We are constantly looking at ways to improve services for our customers and make their lives easier. Great customer service can set us apart from our competitors and it has been, and will continue to be, one of our top priorities.”

    Total Nigeria also worked with Citi to develop the Electronic Bill Payment Product (E-Billspay) solution, and won the prestigious Adam Smith Best Treasury solution in Africa award with the E-Bills Pay solution.

  • Customer ‘cuts’ salesgirl’s face over N400 beef

    Customer ‘cuts’ salesgirl’s face over N400 beef

    The police have arrested a used clothes seller, Sharon Okafor, for allegedly cutting a salesgirl in the face with broken ceramic plates during a disagreement over payment for drinks and N400 fried meat.

    The incident occurred around 11pm on July 25, at Mama’s Bar, Itedo, opposite Lekki Phase I in Eti Osa Local Government Area of Lagos.

    The Nation learnt that Okafor, from Imo State, moved to Lagos from Port-Harcourt, Rivers State, last year and was putting up with a friend on 24, Ilasan Village, Lekki.

    She allegedly went to the bar in the company of a man, identified as ‘Kingsley’ and they both ordered for drinks and N400 fried meat.

    They were served by the salesgirl, Comfort Jonah, who demanded for payment because it was near her closing time and because she had an errand before going home.

    A police source told The Nation that the problem started when Okafor insisted her companion would pay after after they were done.

    “She said Jonah tried to take back the drinks and then threw a plate at her which made her retaliate. She also said about 15 men pounced on her and beat her till she fainted,” the source alleged.

    Okafor, 22, was arraigned yesterday by the police at an Igbosere Magistrates’ Court, Lagos.

    She is standing trial before Mr. G. O. Amos on a count of assault.

    Prosecuting Sergeant O. Balogun told the court that Okafor “unlawfully assaulted the complainant with a breakable plate and injured her on the face.”

    He said the offence was punishable under Section 244(a) of the Criminal Law of Lagos State, 2011.

    The defendant denied the charge and defence counsel Daniel Abbey urged the court to admit her to bail on liberal terms.

    This was opposed by Balogun on the ground of the severity of the complainant’s injury.

    “The complainant was almost stabbed in the eye by the defendant,” he added.

    Magistrate Amos granted Okafor N100, 000 bail with two sureties in the like sum.

    He adjourned till September 9.

  • Robbers snatch ‘N.9m from bank customer’

    Gunmen suspected to be armed robbers on Thursday dispossessed a bank customer of about N900,000.

    The incident occurred around 1:30pm, at Idimu, a Lagos suburb.

    It was gathered that the customer was going to the bank to deposit the money when the gunmen snatched it from him.

    The Nation learnt that the hoodlums, who rode on a motorcycle, trailed the victim to the bank before collecting the money.

    It was gathered that they fled before policemen could get to the scene.

    Police spokesperson Dolapo Badmos, a Superintendent (SP) said the police were on the trail of the suspects.

    “The command is on the trail of the fleeing suspects. Our men have been arresting them and I am optimistic this won’t be different,” said Badmos.

  • Customer pays trader with fake N40,000 notes

    Customer pays trader with fake N40,000 notes

    When the car parked in front of his stall around 9am that day, Chinedu, a dealer in foodstuff in Idi-Araba, Mushin, Lagos, was happy. The day was starting well, he thought, as the lone occupant of the car alighted.

    The man asked him: “How much is a bag of rice?” Chinedu answered: “N13,500 sir. How many do you want?”

    Amidst the haggling, the customer asked him to calculate the cost of three bags “N40,500”, he said, but the customer insisted on paying N40,000 and Chinedu agreed. The customer paid him, but after counting, Chinedu found that the money was incomplete and he returned it.

    He said the customer blamed him for not counting well and asked if he was educated. The customer also confirmed that the amount was not correct and brought out fresh new notes from his car, which Chinedu counted and found to correct. He then put the rice in the car trunk.

    But when the customer left, Chinedu realised that he had been paid with fake notes wrapped with good ones. He said an original N500 note was on top and an original N1,000 note beneath.

    Chinedu told The Nation it was the first time he was experiencing such in his years of doing business. He used to sell at the old Daleko Market before moving to Idi-Araba a week ago.

    He said: “I can’t explain what happened because I don’t even know how it happened. Since I started business, I have never witnessed such. I was here and he asked me how much I sell rice; I asked him how many bags he wanted to buy and he said three bags. I told him N40,500 but he said he would pay N40,000. I said okay and he dipped hand into his pocket and gave me N39,000 but I told him it was not complete. Then he went into the car and brought out new money. This one was complete. He opened the boot and asked me to put the bags of rice there.”

    “After he left, a woman came to ask how much I sell rice. I answered her and she told me to measure it before she comes back with money, but I told her I won’t measure until she comes. When she left, I quickly went to count the money again and as I was counting, I saw that the money was fake. That was when I shouted for people to hear.”

    Chinedu said he had never seen the man before, adding that his approach was so nice and friendly. He said the man wore a white shirt on black Jeans trousers with a face cap and drove down from Ajegunle Street in Idi-Araba.

    Chinedu said he has been more careful since then, adding: “if you give me money, I will check it well. Do it like this and do it like this. I feel bad about it but I know God will catch him one day. I have not told my Oga (boss) about it and I don’t even know how to tell him. In my life, it can never happen to me again. I don’t know of another person. Although I have heard there are lots of fraudulent people around but I didn’t know it could happen to me.”

    According to traders in the area, it is usual occurrence for people to spend fake money as the Idi-Araba axis is dominated by fraud operatives.

    A woman in her 40s who sells yam, potatoes and yam flour opposite Chinedu’s shop told The Nation that she had fallen victim on many occasions in the past, but she said she never lost such a huge sum.

    She said: “Usually, they spend fake money around; between N500 and N1,000 but this one is too much. If you see the man; he is a fine man. You wouldn’t even believe he could do such a thing. It happened in the morning when I just came. I had not even displayed my wares. I was sitting in my shop when I saw him pack in front of his shop. The man was very sharp and fast. He didn’t even use up to three minutes. I think it’s because they saw that he was new in the area. Even, I have collected fake money several times. What the man did is very bad. People around this area are very fraudulent.”

    A computer operator said: “It is common around here but they usually give it two to three months interval before carrying out their operations. It happens especially when they notice the person is new in the area. We just heard him shouting in Igbo language. It was our neighbour that translated it to us that he was robbed of N40,000. Even we have also been robbed before. They stole our camera and money. In fact, we sold recharge cards before but we stopped because of fraud.”

    Another man, who had a similar experience, said the customer could have succeeded with the aid of juju (charm). He said he was duped of N80,000 before.

    “They study the time they come. In my own case, I was about to close for the day when the man started begging me to sell. I was even thanking God for bringing him. By the time he gave me money, the first five pieces were original; so I thought they were all original. I didn’t believe they could give me such money without detecting because I believe I’m a Lagos man and I’ve been in business for long.”

     

  • ‘Customer experience key to business success’

    ‘Customer experience key to business success’

    Etisalat Nigeria has reiterated its commitment to quality customer experience. It said it is also committed to continuous development of innovative products and services in its effort to offer customers on its network more value for money.

    Its Director, Brands and Experience, Elvis Ogiemwanye, gave the assurance  during the Abuja leg of its regional Customer Forum, an interactive gathering that enables the telco to have direct engagement with customers to exchange ideas, discuss areas of improvement as well as provide feedback on the services of the company.

    Ogiemwanye said the forum is a feedback platform that enables the telco to improve its operations and develop more innovative products and services. He added that the forum demonstrates the value the firm places on its customers and commitment to excellent customer experience.

    “We place a lot of value on our customers, because our customers remain at the heart of our business. That is why we hold this forum in different regions to engage with our customers, get their feedback on our products and services and improve on them based on the feedback we have gathered. Through this customer forum we are able to identify things we are doing right and the areas we should improve on,” he said.

    Also speaking at the event, its Director, Customer Service, Plato Syrimis, said the revamped easy-to-use self-help mobile application, EasyMobile App is one of the most recent innovative solutions that the company introduced as a result of feedback from Etisalat customers.

    One of the customers present at the event, Dotun Oyebanji, commended the telco for providing subscribers across Nigeria with good network coverage and excellent customer service.

  • CHI Limited wins 2015 customer service award

    CHI Limited, the makers of Chivita, Hollandia, Capri-Sonne and SuperBite range of products, has won this year’s Nigeria Customer Service Excellence Award for being the best Customer Service Company in the Beverage sector.

    CHI Ltd, known for its quality products, loved brands, and excellent customer service, has received numerous awards over the years as recognition of these values, like The African Quality Achievement Awards in 2014 and The Generation Next Awards in 2013 to name a few.

    The Nigeria Customer Service Awards (NCSA) is a prestigious annual award that celebrates service excellence in Nigeria, by recognizing companies that deliver effective and exceptional customer services. Speaking at an award ceremony held in Lagos, Co-ordinator, Nigeria Customer Service Awards Limited, Dr. Aliyu Ilias, disclosed that the fruit juice market leader was adjudged as the winner of the award having fulfilled all the stipulated criteria and received vast majority of nominations from customers on the various voting platforms.

     

     

     

    According to him, “CHI Limited emerged as the best Customer Service Company in the FMCG/Beverage sector through appreciable feedback from the following criteria: nominations from Nigerians; customer feedback, review of employee job satisfaction/performance standards; and mystery shopping services” he stated

    The Managing Director, CHI Limited, Deepanjan Roy, said the company thrives on the support and patronage of its customers and would therefore stop at nothing in ensuring that customers get excellent product and quality services.

    “This award is a testament to the hard work and strategy employed by the company to satisfy the needs of our esteemed customers and fulfill their expectations. It is dedicated to our numerous customers who believe in our relationship with them and support us to actualize our vision of creating value that is timeless,” Deepanjan stated.

     

  • Expert seeks customer service education in schools

    Renowned customer service expert, Shep Hyken, has advocated the inclusion of customer service subjects into secondary and tertiary education curricula to give pupils added advantage in the labour market.

    He said this at a customer service conference, themed: ‘The Customer Amazement Revolution Masterclass’ organised last week by The Workplace Centre (TWPC), at the Lagos Oriental Hotel, Victoria Island, Lagos.

    Hyken, who was the guest speaker at the occasion, said employers were more likely to consider children with customer service or hospitality-related experience for internships and volunteer positions.

    He said: “Here is what I know; that the kids, who work in retails, restaurants, hotels and other positions in the hospitality industry tend to be considered for jobs more than those with general experience  because they are assumed to understand the hospitality-mentality, which is basically about customer service.”

    The customer service guru said he was disappointed to find out, through a minor survey he conducted by declaring a position vacant for fresh college graduates in his organisation, that none of the candidates considered had ever undergone a customer service training.

    Hyken announced plans to donate training licenses to schools, which will allow graduating pupils to undergo eight-hour customer service training and get certificates for their efforts on completion.  He said the number of licenses would  match numbers bought by companies to train their workers.

    He advised teachers to teach customer service in schools by treating their pupils like customers.

    Hyken said: “Teachers should treat their students as if they are customers to a certain degree, because they are children and can be wrong sometimes. Every high school should have a course in customer service to teach kids how to manage the people experience they are going to have. Make them think, ‘How can I be so good that people would depend on me and trust me?’”

    The keynote address was delivered by President, Westminster College, Missouri, United States (US), Dr Benjamin Akande, who spoke on “Making Your Customer a Walking Advertisement”.

    He advised participants to take note of potentials in young ones.