Customer care demeanour

Customer care service is the provision of service to customers before, during and after purchase. A good organization must put pressure on itself to satisfy the customer and the end result that a product or service provided has satisfied the customer's expectation. Customer service provider must be able to adjust itself to the personality of the customer.


On Monday, 29 September, my friend put a call through to my phone telling me that he needed me to escort him to a phone company where he purchased his Blackberry Q10 two months ago. When we got to the phone outlet at Ikeja, he started complaining bitterly because he has been coming for over one month to have his phone returned to him, but same old story of '' we are waiting for blackberry to get it sorted'' the more they try to persuade him the more upset he become. How do you want to calm  a man that spent his hard earn money to purchase a phone that develop fault after just two months of purchase and you could not replace it in more than one month?
This kind of situation of treating customer with disrespect is peculiar to Nigeria business man/woman or an organization in Nigeria. Take for example DSTV the digital satellite tv from South Africa, they don't have a toll free line you could call after subscribing to their platform, i expected them to have a toll free line for all their customers not for their customers to spend their money in calling them whenever there is fault with their services.

Is there any bank in Nigeria that has toll free customer line ? Does it make sense to any responsible individual who bank with a banking institution and you don't get any dividends like toll free calls whenever you want to make a complain to your bank. This practice by the financial institutions is likeable to scam, because i can't deal with the fact that a favour been pass across by trusting them with your money can't be reciprocated with a kind gesture of toll free calls.

I remember vividly well in 2012 when i purchase an ipad 2 on behalf of my dad at computer village Ikeja, Lagos, after two weeks this brand new ipad 2 packed up. I put a call through to Apple customer service center in America, very effective and promote response, the lady-voice at the end told me to return it to Apple center for replacement, unfortunately they don't have one in Nigeria so she told me to return it to the retailer for replacement because its still under warranty.
So i returned it to the retailer, the Ibo man retailer behaved as expected of a typical Ibo business man and after much talk i was told to come back in one month, i didn't get a replacement until after 2 months of traveling down 4-5hours on different occasions.
 I hope this epileptic service providers in Nigeria will improve update intermittently like Apple does to their product.