Opinion: Customer service failure – The bane of the Nigerian economy

by Seun Okegbemiro

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These networks think people are actually fools and continue to behave non chalant. Bribing the average masses with massive ‘blind folding’ campaigns like Saka’s “I don port o” or some “win an aeroplane” promos while not providing a basic amenity.

 

Many a times we talk about the incompetence of Nigerians in the customer service sector, but nothing has riled me up as much as the failings of MTN yesterday. MTN’s Blackberry or can I say data service disappeared for a full 24 hours. This glorified network did not deem it fit to either send a message beforehand to notify its large customer base of the impending ‘strike’ nor did they send messages to apologise during or after this shortage. This is the cause of my anger.

This act from MTN has cost a lot of businesses especially small businesses a lot of money or clients. It would be interesting to see what the close of business report on the Nigerian economy was yesterday. I do not want to recollect the number of times over the last 2 or 3 years when I’ve gotten to the Lagos or Abuja airport to take a scheduled flight only to have to seat extra hours because a flight has been ‘delayed’, thus losing the business I was travelling for.  What is even more sad is that our beloved government has not taken any action. I have not heard NCC sanction MTN or punish them for this nonchalant attitude towards its customers. So whywon’t they do it again?

I’m certain the powers that be have been settled in private and they have kept their mouth shut. I have no problem with networks having issues. I’ve never rated our technical competence because I’m certain MTN would say “NEPA caused it” or “some militants destroyed their mast” or one of their many stories. My issue rises from when you don’t find it important enough to notify the populace so they are prepared for it.

These networks think people are actually fools and continue to behave non chalant. Bribing the average masses with massive ‘blind folding’ campaigns like Saka’s “I don port o” or some “win an aeroplane” promos while not providing a basic amenity. For the level the world has reached now, telephone and internet service has become a basic need. On these platforms, do a lot of business operate.

Nigerian big businesses really do treat the masses bad. Airlines cancel or delay flights at really last minutes, most times no apologies and that’s because no-one is punishing them. In my six years in Canada, not once did my flights within the country’s cities get delayed. Nor do I remember my blackberry or network disappearing for a day. When my bank was doing something with their online banking service, we got emails two weeks ahead of the periods the service will be down and why.

This rant is more at NCC and other regulatory bodies in the country. It is when Nigerians start to take fights at riots to these networks before you understand that these incompetence are really costing people. I am not for violence nor do I advocate it (please everyone should desist from it) but you really have to give people more value and respect. We cannot have large sections of our government failing us and also have businesses that make money from us fall us to. MTN, I warn you be careful. A very heavy media campaign would come against you if such misgivings happening again without due relevance to the many Nigerians who shell out their hard earned money to swell your pockets.  If you cannot be a competent leader
in the Nigerian telecommunications airspace, I beg your leave. There are many other countries you can operate.

 

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Seun, who is a ardent follower of ynaija, runs a small audio visual production outfit in Lagos.

 

Op-ed pieces and contributions are the opinions of the writers only and do not represent the opinions of Y!/YNaija.

Comments (2)

  1. Well Written..Hope someone out there (in the right position)is listening.

  2. What an Articulate read ..this piece was.. On point

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