Customer Service or Customer Suffering? Welcome to Nigeria

Welcome to Nigeria, where customer service is more often a source of suffering than satisfaction. The country's unique brand of patience extends to queues that last hours, endless phone calls that end before a human reaches the line, and data disappearing faster than it arrived. Nigerians have adapted to poor service by developing coping mechanisms and accepting subpar performance as the new normal.

The inefficiencies are not limited to electricity providers, but extend to telecommunications companies as well. Data purchased can vanish in an instant, and when customers call for assistance, they are met with long waits, basic troubleshooting, and the phrase "Your call is important to us" repeated ad nauseam. This lack of service quality is not solely due to the absence of regulation, but also because companies often outsource customer service to regulators rather than addressing the issue themselves.

Federal and state regulators, such as the Federal Competition and Consumer Protection Commission (FCCPC) and the Nigerian Electricity Regulation Commission (NERC), have made efforts to address the issues. However, these efforts have not been sufficient to improve the day-to-day customer experience in Nigeria. Instead of being the "strike, goalkeeper, and ball boy" for businesses, regulators should act as referees, ensuring companies take responsibility for resolving customer complaints and maintaining high service standards.

Customer service, true to its definition, is not merely about the initial sale. It is about maintaining a relationship with the customer and addressing issues when they arise. A company that answers calls, listens to complaints, takes responsibility for problems, and communicates effectively is far preferable to one that merely offers a polite apology. Facility management, too, extends beyond mere technical competence. It requires a service culture that prioritizes customer satisfaction, even when issues arise.