Among the various things Nigeria is known for, being the giant of Africa, sadly, is the least favourite pride point for the few that grew to call the country home. For some reason, Nigerians discovered that the title wasn’t coined because of their economic achievements. Rather, it was coined because of the nation’s incredible population.
As heartbreaking as that can be, there is still so much to love about the country. One of them include the sound that has the world in a chokehold right now; The legendary Afrobeats sound.
Artistes like Burna boy, Davido, Wizkid, Rema and recently, Asake have put Nigerian music on a global scale. Nevertheless, true Nigerians know that aside the sound, our first love as Nigerians is our food.
Our Jollof rice, and many other edibles, that keep the mouth and hearts of the citizens longing for more take the centre stage proudly. Even though Ghanians like to think they have a chance, Nigerians have ensured that there is no slander on their position as the winners of the Jollof war.
Another beautiful feature that makes the nation is the culture. Home to over 500 languages and 371 ethnic groups, Nigeria is one of the most linguistically diverse countries in the world. However, there is something that isn’t trumpeted about Nigerians as much as the others; That something is our love for segregation.
Greatly influenced by the society, this character trait has become a blessing and a curse to those who possess it. You see, in Nigeria, once you are rich, you are above the law. The poor man struggles for everything. From recognition, to essential human rights.
This mentality has slowly, but relentlessly, crawled into the business sector. It is obvious in the way the rich are treated. In the clubs, at the restaurants, banks, hotels, ceremonies, and even in churches (They will tell you it’s honour).
Equality is a myth, and class structure is the ultimate determiner for good customer service. Ever heard the quote, “Eye service is good service?” Do you know why it exists?
The security guy at the bank greets you because he wants a tip, not because he sees you as a customer visiting the bank he works for. The waitress is extremely nice because she wants to hear you say, “keep the change.” The rules are unspoken, but the results show the truth. (Not everybody does this. However, most fit the category)
The society celebrates wealth, and popular culture is gradually destroying the remaining layers of good service we have in the nation. The rich become favourites, and the rest are forced to enjoy mediocre service. Like they say in the world of service, “The customer (should be treated) is (like a) king.” I think that definition should be refined, and ‘regardless of his/her pocket’ should be added.
You might hear excuses like, the rich man doesn’t stress you, he’ll pay handsomely for a service another person will give you trouble for. Remember, this is money. If someone uses his last coin to buy a loaf of bread, he will want to inspect it, even more than NAFDAC.
Maybe that’s why Nigerians tend to be a tad rude when they pay for service. Nevertheless, it will be improper not to highlight the fact that some customer service agents lack the basic skill needed for service.
Everyone has been a customer at some point. There’s no one that’ll agree they love it when they are disrespected. I think it’s a bit petty to insult a customer who walks into your place of business and finds out he/she can’t afford what you sell.
I mean, why do we even make this a thing?
Some customers can be annoying, but as a business owner, you should know that customers are the only reason you exist. Whether or not they can afford your service today, you need them more than they need you. A bad review can ruin a business, and customers give their reviews via word of mouth.
Hospitality shouldn’t segregate. This is something most people in service should understand. Not all customers will be well behaved, but tolerating, rather than infuriating them will do your business good.
Let’s not even get started about the rude IG vendors. People who want to sell, but don’t know how to communicate with those who can buy. I don’t think it’s everyone that can handle customer service. Stop looking at it from the surface level, ‘is it not to sell?’ No, It’s more than that!
Proper service is something you should learn, improve on, and practice because emotions are involved. Disappointing orders, or rude remarks spoil your brand. Don’t put yourself under the illusion that other customers will come if you keep ruining the opportunities you have at hand.
I’m of opinion that training doesn’t fix character, but it is a great place to start. Customer service is a delicate arm of any business. I also believe, hearing feedback from customers is another great way to measure satisfaction.
Am I the only one on this table?
Have you ever had a bad experience with customer service? Tell us your experience in the comments section.
