The Customer In Naija

So what's the difference between a customer and a consumer? Sometimes there is very little difference and sometimes there is a lot of difference A consumer is the end user of a product i.e the person that uses the product or service, while a customer is the person that purchased the product the consumer is using. A good example of where the customer is the final consumer is when buying a BRT bus ticket for work. In this scenario, you are the customer as well as the consumer. Meaning, you purchased the service and you are also the end user of the service. An example of when there is a difference between the consumer and the customer is when a Retailer for example Mama Simbi Shops, buys stock from a wholesale company e.g Okin Biscuits. In this scenario, Mama Simbi is the customer to Okin Biscuits while the people that patronize Mama Simbi's shop are the consumers to Okin Biscuits as well as customers to Mama Simbi. For companies, creating a marketing profile for your custo...

Today, we will be stating the eight basic consumer rights. All customers should know their consumer rights and must insist on them. Regulatory bodies such as the CPC (Consumer Protection Council) in Nigeria is dedicated to advising customers when they feel any of these rights have been breached. Visit www.consumersinternational.org or www.cpc.gov.ng for more information about your consumer rights YOUR EIGHT BASIC CONSUMER RIGHTS  Right to basic needs : With this right, consumers should be able to purchase basic commodities such as food, water and medicine at affordable prices and good quality. Right to safety : The Consumer should be protected against the marketing of goods or the provision of services that are hazardous to health and life. Right to information : The consumer should be protected against dishonest or misleading advertising or labeling and has the right to be given the facts and information needed to make an informed choice. Right to choose : The Cons...

Not too sure about how to voice your customer service concerns?  Tell Us @ The Customer In Naija   Yes! we love customers and think you deserve the very best services!   Post your comments about your customer service experiences here!   We give you structured insights on how to approach your products/service provider when dealing with your dissatisfaction of a service or product!

We all know retail stores are notorious for bad services! so if you work with customers in retail, take a look at the list and challenge yourself to incorporate these tips into your customer service strategy. If you do, I assure you, your customers will start to notice and in turn remain loyal customers! 15 Tips For Excellent Retail Customer Services  Smile when greeting a customer and offer to pack bags. Use age appropriate greetings depending on who you are serving, for example you wouldn't want to refer to elderly women as 'Hi Guys!' Be proactive and ask how you may be of assistance. Stay visible and available but don't hover as this may make the customer feel he is being stalked! Don't walk away or turn away if you see a customer approaching. Never judge a customer by appearance -  all customers deserve equal attention regardless of status. Don't eat or drink in front of a customer. A sip of water now and then is fine especially if your dut...

Many Nigerians are very unsure of their customer service rights and simply walk away when they receive bad service. All consumers have certain rights and must insist on them if they feel disatisfied with a service or product. There are also regulatory bodies where complaints can be lodged if complaints are not handled properly by the service provider One of such regulatory bodies in Nigeria is the Consumer Protection Council. The functions of the CPC include providing speedy redress to consumers complaints through negotiation, mediation and conciliation. Visit www.cpc.gov.ng for more information on your rights as consumers

It may be quite daunting for some customer service reps to deal with customer related queries and complaints, however there are very basic steps a customer service officer can follow which will ensure the customer is being treated fairly. When a customer is dissatisfied with a service or product, the following steps should be taken in handling the matter quickly and professionally. Always start with a smile: Having a friendly disposition when dealing with customers will put them at ease and make it much easier for them to communicate. Take Ownership: Even though you were not the first point of contact when the customer originally purchased the product, you have to take ownership of the complaint and assure the customer, the issue will be resolve effectively Document: Always document the trail of events that led to the complaint as explained by the customer. Investigate: Ensure that the complaint is investigated using evidence you have collated from the customer and feedba...

With all the buzz about social media marketing and competition amongst brands getting tougher, customer service now plays a very crucial role in effective marketing. Companies can effectively market their products by providing outstanding service to customers. Customers then in turn indirectly promote service providers through word of mouth and partaking in social media surveys I would say customer service can be said to be one of the effective elements of marketing which can work along side other marketing tools like advertising and PR

Okay ! So Rachael wo ke up one morning and thought ! hmm .. won 't it be fun to talk about the shit y services in naija and even if we can't change it , we can talk about it and hope fully some customer service person may read this and lea r n a thing or two It's not all bad news.. we'll share the gre at customer servi c e experiences and also give hints and tips on improving customer service ! By th e way, I got some solid skills and certifications in customer services so if you ever need training ,  I'll be more than happy to train your staff and you because won't it be great to know that your business may be the only one in y our sector offering ne ver seen excellent customer service! I'm just a n email away @ nenekerry@gmail.com !  Cheers!!