The following took place between the hours of 4.10pm and 4.15pm in a bank somewhere in a city called Lagos
Teller: Please sign here.
Customer: Please, can I use your pen?
Teller: I’m using it. Why didn’t you come with yours?
Customer: Excuse you?
Teller: Oga, abeg I need to close on time and this is a New Year.
Customer: You are quite rude
Teller: Thank you sir. Do you want this money or you don’t?
Customer: Please have a nice evening.
He collected his cheque and he walked out of the bank shaking his head.
I felt really bad and humbled at the same time because if I was in his situation, believe me, the outcome would have been a whole lot different. I can’t really imagine leaving whatever I was doing to visit a bank to cash MY MONEY and then get a response like “Thank you sir. Do you want this money or you don’t?”. God knows that teller would have seen the type of madness that can only come from a person born by a woman violated by a combined Terry G, Timaya and Denrele. I would have cursed so much that it would take the intervention of the Bank’s BOD to calm me down.
It will be unpatriotic to say that most Nigerian establishment lack excellent customer service delivery but truth be told; it is non-existent in most.
I’ve enjoyed excellent customer service by Dr Robert’s of Orchid Bistro, GRA Ikeja. He’s one of the CEOs that I know that takes his time to move from one table to another in his outlet to make sure that his customers are properly treated.
In some outlet, the bad treatment starts from the security man at the gate. Take Auto Lounge for instance, I’ve seen the security men push people that can feed them, their families and their entire kindred just because they are in charge of another man’s gate. That reminds me, I must really be out of touch because I never got the memo that bars are not supposed to serve Coca Cola with drinking glasses. So, I was at Auto Lounge few days back and when I requested for a bottle of Coca Cola in glass with ice but guess what the bar manager told me…
“We don’t sell Coke with Ice and Glass here ooooo”
I asked him to move closer and I whispered in his ear
“You are not just rude, you are also silly to think that just because you sell Champagne that you don’t get to drink, you can just say anything no matter how silly it sounds?”
I mean, what is the big deal in selling Coca Cola in a glass? **rolling my eyes**
I don’t even want to start you on the issue of the bouncer that tries to stop you at the gate on your arrival like you would be spending his father’s money inside the club and turns around at your departure to hail you “Chairman”.
Nobody wants to do the right thing. The waiters at most eateries will hold onto your balance like it’s theirs while Mr Biggs security will want you to pay them before they open door but we cannot talk about customer service in Nigeria without talking about the airlines.
Some airlines will close check in 30minutes before departure and then delay you for 3 hours without explanation, compensation or feeding. When I say no explanation, I mean no one will EXPLAIN nada to you and if you decide to cancel the flight, it will take them one full month to refund you and no, they won’t pay the money into your account, you’ll have to go get it yourself.
Like I said earlier, I cannot say that every public facing customer service executive in Nigeria is bad but we have more bad than good. Amongst the few good ones is Ambrose who sells Gala on Falomo Bridge in Ikoyi. He made me buy more than I budgeted for, just because he was simply amazing and kept smiling.
I think we should make an effort to serve and treat our customers with respect. I once heard that one Ashewo was always laying her customer’s bed after selling her trade and somehow, the customer ended up getting married to her.
If you’ve experienced any bad customer service delivery in Nigeria, Please share below in the comment box.