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Wednesday, October 04, 2006

Non-responsive customer services

Market intelligence:

Remmy Nweke

These days an issue that has refused to be eliminated literally among the Information and Communications Technology (ICT) sector operators, has been the inability of them to respond to customers need, mostly on inquiries as at and when due through their customer relations management personnel.

One of the customers of a telecom operator, who gave his name as Mazi Okechukwu, was not simply furious, as he complained of his network operator’s inability to respond to his needs of sorting out a scratched off recharge card Personal Identification Numbers (PIN).

According to him, in the past two days, he was unable to connect to the customer care lines of his operator, even though he would pay for assessing the customer care lines, yet he did not get through.

Though distinct but related to Okechukwu’s problem was Ms Edith’s who said that she was lucky enough to get in touch with her telecom operator via the customer care line on data issues, after about 15 minutes on the customer line waiting.

She explained that initially it was not getting through until five minutes had gone, then followed by series of advertisements on the Interactive Voice Response (IVR).

The IVR took 10 minutes to roll out the telco’s adverts in phases before eventually a live voice came up, the specialist promised to return her call, after noting her complaints, which is yet to be received several days after.

What is actually happening to the customer care specialists in the telecom sector needs re-examination of their orientation so as to bring about change in the system.

As noted by one of them, it is easier to be said than done that customers are the kings of every business.
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