In Nigeria, where business executives, chairpersons, and CEOs proudly showcase their multiple MBAs and certificates, one would naturally anticipate a superior standard of service delivery. Regrettably, reality often falls short of these grand expectations. Both large and small businesses grapple with providing quality services, leaving customers disheartened and dissatisfied. This article delves into the necessity for enhanced service quality and customer experiences within Nigeria's private sector, highlighting the impact of inadequate services and proposing effective solutions.
The Frustrating Experience with Hoop Telecoms
Allow me to begin with a personal experience that epitomizes the challenges faced by customers in Nigeria. In my pursuit of a reliable internet provider, I meticulously researched and settled on Hoop Telecoms. Everything seemed promising until I completed the form to have an engineer deployed for installation. At that moment, everything took an unfortunate turn. There was no acknowledgment of my request, and it appeared as though the staff was either asleep or preoccupied with other events, neglecting customer needs.
As days turned into weeks, I eventually received a confirmation email claiming that my address had network coverage for their radio internet service. However, there was no physical visit from an engineer to verify the viability of the service in my area. Instead, I encountered unresponsive staff and poor communication. This lackluster pre-sale experience left me frustrated and questioning the credibility of the service provider.
The frustration with Hoop Telecoms did not end with their disappointing pre-sale experience. After finally scheduling engineers to come and install the outdoor radio, they faced difficulties in finding a network signal in my area. They explained that building obstructions were to blame for the lack of signal.
As a customer, I couldn't help but feel utterly helpless and disenchanted with their service. The excuse of building obstructions seemed like a way to deflect responsibility and avoid admitting that they lacked coverage in my location. As a layman, I knew that if the signal was sufficient, even with weak strength, it would have been detected. This experience with Hoop Telecoms was far from satisfactory. While it may appear as a mere incident when reduced to writing, the frustration and disappointment it caused were truly sickening. I had anticipated a dependable internet service, but instead, I encountered a company that failed to fulfill its promises.
Despite this discouraging experience, my quest for home internet continued. Unfortunately, most of the other providers like Wifiber, Fiberone, and Estream were not available in my location either. It seemed like an unending cycle of disappointment, with limited options and a dearth of reliable service providers.
It is these situations that prompt one to question the quality of service delivery in Nigeria's private sector. As customers, we pay for services with the expectation of receiving commensurate value for our money. However, many service providers seem to fall short of delivering this value, leaving us with subpar experiences both before and after the sale.
The Quest for Home Internet Continues
Disheartened by the experience with Hoop Telecoms, my search for a dependable home internet provider persisted. To my dismay, many other well-known providers such as Wifiber, Fiberone, and Estream were not available in my location. The limited options exposed the gaps in coverage and service expansion in certain areas of the country.
The experience with Hoop Telecoms and the scarcity of reliable options led me to ponder the general state of service delivery in Nigeria's private sector. It seemed that many businesses were quick to promise top-tier experiences but fell short in actual delivery.
A Call for Enhanced Service Accountability
The recurrent theme of subpar service experiences raises pertinent questions about the role of regulatory bodies and the accountability of service providers in Nigeria. As customers, we require reassurance that our interests are safeguarded and that businesses are held accountable for their commitments.
Government Agency Oversight
One critical aspect deserving of attention is the monitoring of service providers by government agencies. A transparent and proactive monitoring system is indispensable to prevent businesses from taking advantage of consumers. This necessitates active involvement from relevant government bodies to protect customer interests and uphold service quality standards.
Consumer Protection Policies
To foster a culture of quality service delivery, effective policies must be in place to shield consumers from subpar services. These policies should be clear, comprehensive, and enforceable, establishing benchmarks for service delivery and customer satisfaction. This will not only protect customers but also incentivize businesses to prioritize quality and accountability.
FCCPC and the Role of Guardians
The Federal Competition and Consumer Protection Commission (FCCPC) play a pivotal role in safeguarding consumers' interests. However, its efficacy hinges on how well it addresses complaints and ensures businesses adhere to quality service standards. The FCCPC should actively engage with customers and businesses to address grievances and enforce policies.
Encouraging Reporting to Authorities
Creating a culture of accountability necessitates encouraging customers to report subpar services to relevant authorities such as the FCCPC, Servicom, NAFDAC, and NCC. By doing so, customers play a crucial role in holding businesses accountable for their actions. Additionally, reporting such instances helps regulatory bodies identify recurring issues and take appropriate actions against errant businesses.
Scaling vs. Expansion
For businesses, the distinction between scaling and expansion is of utmost importance. While scaling entails enhancing service delivery and capacity to efficiently handle more customers, expansion without adequate preparation can lead to subpar services and customer discontent.
Businesses should prioritize scaling over hasty expansion to ensure they can handle an increased customer base without compromising on service quality. Investing in employee training, upgrading infrastructure, and implementing effective customer feedback mechanisms are indispensable steps in scaling operations.
In a crowded market, one thing that makes a business stand out is the experience it offers. If the experience is excellent, people won't mind paying extra for it. That's why customer experience is so important, from the first contact to the sale and even after. Many businesses underestimate the value of their customers over time. Especially in the service industry, word-of-mouth recommendations from happy customers can bring in more new customers than any advertising. This is the ultimate key to standing out, and I sincerely hope it reaches someone who truly needs it - be it an aspiring founder, a small and medium-sized business, or even an established company. Emphasizing customer experience can make all the difference in the competitive landscape, and it's a valuable lesson for anyone striving to succeed in business.
Play audio
No comments