So I order a few groceries on Friday on Supermart to have them delivered in Lagos. I’m currently not in Lagos.
I check my email on Friday night and see Supermart has sent an email that an item hadn’t been found. So I reply with please if you can’t find the Item just deliver tomorrow on Saturday.
Between Saturday and Monday, Supermart didn’t reply that email. Which left us in a frenzy. Where is this thing that we ordered? So I email Supermart again and before I email I check their initial email to me and notice I selected a previous order address and Instructed them to call. Which is fine. We can still get someone at that address. But I don’t even know if it’s been delivered. I also notice that in Supermart’s email to me it says I have to reply within 15 minutes of the email or they’ll basically do what they want. Which is a very silly thing. I’m not sitting at my Inbox all day expecting Supermart to not find an item.
Fast forward to Monday and we can’t find this Item. Supermart won’t reply emails in 3 days. This isn’t the first time Supermart is totally ignoring emails BTW. I say okay can someone reply my email? Then they say oh it’s been delivered. I’m thinking this is Food. You should have said this since Saturday. Okay where did you deliver it because it’s surely not even the address that was inputed. If it was, someone there would have reached out to house.
Someone eventually calls the recipient over the phone and says my tweets are annoying and I’m not looking for a solution. I’m confused. I paid for something to be delivered to X. It didn’t even get there and I should be finding solution for you? Okay. Secondly, you’re a consumer facing service be ready for annoying messages. If your customer care team isn’t equipped to handle customer complaints, they should pack their bags and go home.
We eventually find the item was delivered at the Estate Gate(note: not even the house it was meant to get to) on Friday evening. We also got someone to go pick it up. Thankfully.
I decide to call Supermart to tell them we’ve found the items but it’ll be nice if someone at least replied emails. The guy on the phone(Emmanuel) suddenly says sir stop shouting. I said look. I’m not happy with your service and this isn’t the first time you’re deciding not to reply emails. But his problem really isn’t my shouts. His problem is “You don’t know who you’re talking to”. I’m talking to Supermart customer care innit? I had to ask him if it was a threat because that kind of question in Nigeria is I can do what I want to you. He goes on to say “No matter how big or small you are…”. Sorry. You’re the one giving customers silly deadlines and not replying emails and you’re not even Konga. Amazon is a far comparison.
Nigerian Customer Care in 2016. Is on the phone telling me No matter how big or small I think I am and I don’t know who I’m talking to. It’s amazing really. Really amazing. I’m very surprised and disappointed.
The reason I called, was because you can’t be running a service like this and be having this kind of recurring problems. It’s very irritating for the customer. It shows your staff has 0 communication training. It also shows you have a systemic problem. But I guess no matter how big or small I am, it doesn’t matter because I don’t know who I’m talking to.
Hmmm Been Using their services with complete satisfaction, I don’t relate to your story, Did you check your junk mails? Did you attempt to call them yourself to clarify stuffs? And you might have been actually rude,The customer care service guys are people too and no one knows what they have to go through every day and still try to pretend to be happy with every one,Not to sound too spiritual or superstitious But sometimes when things like this happen to you , It’s just a re occurrence of something you did to someone else in another version,All you have to do is be humble,if you don’t deserve it,then there’s something good backing it all,You receive what you give. And If am right about you atall you re going to attack me.(Count down).
@MrBoy number 1 rule of customer service: Customer is King
Number 2 rule: the customer is always right
Rudeness or not. Your job is to be a servant. If you aren’t ready to be spoken angrily to for things that aren’t even in your control, don’t even think about being in customer service.
sure ,definitely, it’s working ethics,doesn’t mean the other person should be equally unethical,if the customer care agent doesn’t know enough psychology to get his golden customer to feel calm in the state of expressing his feelings,the customer should be able to use equal psychology to get what he wants done smoothly,he’d be surprised how much he’s improved the agent and the company at global and established a relationship on optimistic grounds,well we 're all different…
I am flabagasted… I will try to be ethical with my response because I am not paying to use Radar.
Please, when I pay you for stuff… Literally, I own you till you provide me with value for my money and even more… Do you know how hard I work for my money and how many other alternatives I forgone just to come to you?
On a more serious note though, Nigerians are very terrible at customer service and they talk to customers as if they are doing customers a favor. Companies should train their reps and not customers trying to understand their reps for earning salaries…
This is just upside down, you should go to other parts of the world and see how customers are treated, like Kings… This is just slavery mentality, nothing less.
@MrBoy if you understand customer service, you will know it is not in the place of the company rep to talk back at the customer for any reason (two wrongs do not make a right) because a dissatisfied customer will tell 1000 other people and a satisfied customer will tell only about 10 people.
No company can control how customers will react or respond. But, companies can control their processes, agents, reactions and responses. If you are in business to make money for yourself and shareholders, you should not allow any company rep to ruin the hard work and money you have spent in building your company. Things like this make waste of the marketing dollars spent in acquiring customers.
BTW: Will any serious company add this statement to it’s marketing campaign, "When you contact us, you have to be courteous or we will be rude you in equal measure?
Lol right. you 're all possibly developers, and you 're all soo flawless with your work,maybe when u finally make just one mistake over a paid job and have the client come here to write on how crappy your work is ,even when job was eventually done,then I’d understand this is perfectly normal
Stories like yours always amaze me. I can never wrap my head around how atrocious customer service is around here. I am so sorry this happened to you.
I hope you have shared this on all social media platforms. Do you know where their offices are? Personally, I would go there and insist on speaking to the most senior person there. MTN tried this bad customer service thing with me once a few years back, I wrote strongly worded letters and delivered them accompanied by a solicitor. I do not play with people I pay to provide me a service.
@MrBoy , Assuming *********… Had to get off my chest after reading your response.
FYI, I cannot write a line of code to save my life, but I have a team of over 30 CS agents with several line managers that report to me… (Also, have an army of developers at my disposal ) So I know about CS.
No customer issue resolution process is flawless or perfect, what should be perfect is how customers are placated after any incident.
These are the things companies should not do to customers
Do not argue or talk back and forth.
Do not give orders.
Do not intimidate.
The best steps for treating customers in the following order
Apologize.
Offer solutions.
Educate your client.
Follow up for evaluation.
Hope this helps another person… You @MrBoy, I give up on you!
you all should get the customer care agent and burn him on a stake then,from my deductions there’s only one thing in common with all the people responding to me,you fail to think out of the box,and put your self in the shoes of both parties in a scenario,I’ve been on that road before,pissed off by these agents,especially the tech ones from hosting companies ,i’ve reacted same way especially when my project is on the line and they are telling stories,but then I stopped to think ,why did x problem really happen? did something I said trigger something?is it all their fault or do I have partial hand in it? does this agent know what I am going through? does he understand his work at all? why did he say this or that? is he making sense? am I over reacting? how do I come to a resolution faster and happier? a’ll you have to do is to is to be the smarter one,the intelligent one,you can’t be intelligent by being an animal who can’t handle simple emotions,am sure no one would rudely respond to you if you don’t give them reasons to…it’s simple logic and common sense,would u beat him ? no, would u sue him? do u have dat luxury, all u can do is still dwell in that feeling even longer that u 're compelled to cry about it on radar in attempt to frustrate the business or alert the company in the wtongest way that their customer support was poor, am sure there 're ways to relay this message to the company from their rating platforms,but since y’all are … , what can I say,I wonder who’s going to start making the change we 're looking for in our society
@MrBoy Sup dude? From my perspective, these people were only trying to tell you how to treat a customer, not necessarily attack you. Now, the reason some of the comments might have (inexplicably) seemed a bit offensive to you, is simply because of your egregious response.
Moving on, you need to understand we’re in a country where there is a ‘Chill’ deficiency, meaning, we have absolutely no chill here, therefore, asking ourselves all those questions or trying to put ourselves in the shoes of the customer rep is highly unfeasible. As a matter of fact, I don’t think there’s a country where customers ask themselves those questions before lashing out complaints. You also have to understand it wasn’t a one-time thing, so you should put yourself in the shoes of this customer and understand his frustration.
I think the problem is we as Nigerians have gotten accustomed to terrible customer service, subsequently giving businesses what they see as a lil leeway to do what they want, so when situations like these occur, and a customer lashes out, it’s seen as unorthodox & unnecessary, albeit the company is in the wrong. Anyway, I do hope things are a bit clear for you now and why you got the responses you got.
sure,I totally have nothing against treating customers right,it’s out privilege as customers,I don’t support the agent who did all these as well,but I dont jump into empathetic conclusion over one sided complaints ,any one who complains would always use the right grammatical structures to make himself seem like the victim nd ignore other parts of the story that might compromise his whole point as he sees it as irrelevant in the subject. if we should all start whining about poor customer treatments here am sure everyone has something to say about something,it legal to go to playstore reviews nd drop all condescending stuffs you can think of on an app you used,that’s what that area was meant for, you could as well use their customer rating system (supermart in this case) to rate your experience and satisfaction with any detailed story you can mock up,it’s perfectly okay,the people responsible for taking care of such cases would handle it professionally and deal with mentioned agent however they see fit to improve in their support and avert similar cases from reoccurring,I mean that’s what I would have done ,and am not touched that I happen to be the only one who sees this case in both ways and not one sided ,makes me feel better to know am not a flock follower, Nigeria is a place with people with no chill because no one wants to change that,I mean it’s evidently obvious here , if the op is asked the point of his post ,I’m sure there wouldn’t be anything unique to point out,in fact if it was a lady who attended to him,he will have that chill ,this post is totally pointless else I would have made countless of them . and then again …
I am flabagasted… I will try to be ethical with my response because I am not paying to use Radar.
) So I know about CS.