The 2022 customer service week ended have come and gone and in my view to get a perspective of how it happened in Nigeria, I went to #twitter to see how Nigerians responded to it. No surprises I went to Twitter, it is more like the market square if you want to hear what is happening on ground...

It is surprising that organizations who have been ignoring customer complains suddenly woke up, because it was customer service week to start wishing the customers a happy customers service week. These are the same organizations that have not posted on their timelines or responded to their customers weeks leading to October.

In response to the post by the different organizations, customers began to lash out at these organizations for not responding to their complains (as seen on the photos from Twitter)

One major lesson from this, is that you cannot and should not ignore your customers. Many of the social media managers of these organizations assume that when customers are ignored, the problems would go away or they would be tired of complaining and keep quiet.

Alas, at times  like the Customer Service Week is here and the organizations cannot hide as they come out to wish their customers a happy customer service week, but the customers come out to tell them how unhappy they are with them.

Another observation I have personally made, is that there is not continuity in the CRM of most organizations. When you chat with an online CS officer and your problem is not solved in his shift, you have to start afresh with another personnel in a new shift, reeling out all information you have done with the previous officer.

In all organizations need to do better, by providing more training for their staff and providing the needed CRM tools to make their jobs smoother and faster, thereby delivering quality customer service to their clients all the time and not only during the customer service week.

 #nigeria #socialmedia #customerservice #training
#customerserviceweek2022
#customerserviceweek
#csweek2022
#csw2022 #csweek

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Article by WAACSP trainer Segun Manuel from Nigeria

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