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Isio Knows Better: Bad Service

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Isio-Knows-Better-May-2014-Bellanaija1-562x600I sincerely lay no claims to being more knowledgeable than anyone, but I do confess that I know better than I did yesterday, last year and a decade ago.

Isio Knows Better is an attempt to capture the shocking and highly entertaining conversation within myself. The conversations between my mind (the sharp witty one), my soul (the lover and the spiritual one) and my body (the playful one concerned with the more mundane things of life). She is the eternal referee between the caustic mind and the sensitive soul. This is Isio. So, here’s to making private conversations public.

Enjoy!
***

Hey beautiful people! First, please accept my apologies for skipping last week’s article. I had to go away for one of my favourite things – it being fashion week and all. As a writer I appreciate every reader; even more so every commenter because I know that it takes a lot of mental focus to just be still and write something halfway decent. And for anyone to consistently invest their time and contribute their thoughts to another’s work… well, that is dedication. I acknowledge it, I appreciate it, and I say, “thank you.”

So, here goes…

On that day I was really hungry. So I decided to dash into a particular fast food restaurant. All I wanted was one moin-moin and a Pepsi light. So I queued, and when it was my turn the sales girl looked at me like I was a plague and snarled, “YESSSSSSSSSSSSSSSSSSSSS?!”

Haba, ol’ geh… we dey quarrel?

Undaunted, I told the girl what I needed.

She said nothing and just returned with some stuff. She started punching the numbers in and told me it cost blablabla Naira. Fortunately I decided to inspect my things. I noticed she had brought a Pepsi instead. I drew her attention to this. What she told me next was the most ridiculous, flabbergasting thing I had ever heard.

She said, “Ha, I have already clocked it into the computer so I can’t change it. Besides, this is Pepsi light na, they just didn’t write the “LIGHT” on the bottle.’’

I was as speechless as someone who just received an angelic slap.  I was just staring at her with a mixture of “What did I just hear?” “Am I dead? Is this what it means to die- for surely NO LIVING BEING should be allowed to utter such ignorance with such attitude?!!!”

All I could do was blink.

Then her supervisor came in and she reported to him. He turned to me and they both tried to convince me with even more attitude and aggression that the manufacturers of Pepsi just forgot to write light on the bottle… meaning I should pay up, take my moin-moin and drink and gerrout. Odiegwu!

Can we take a moment and just look to the heavens and mourn the everlasting horribleness of the Nigerian service industry? No, it’s not just bad. It is terrible, frustrating and really laughable.

Well, trust me na. What kind of Undiluted Urhobo woman would I be if I just let such yama-yama slide? I no gree o. Dem commot that Pepsi from my bill sharp-sharp.

I have had conversations with people on the subject of the bad service customers get in Nigeria. It is so common that most times you just ignore it for your own sanity, never mind the fact that you are paying for this service and the least a company’s representative can do in return is to be courteous – if being nice is considered too much to give. As a customer, how many times would you complain about it? In how many places? Are you really ready for the drama? Restaurants, hotels, banks, shops, offices’ receptions, customer service desks and others similar.

Once I went into the headquarters of a certain asset management firm. I needed to review my account. From the moment I drove in to the moment I sat with the accountant in her office, I had been asked by three unsmiling receptionists and two abrasive security guards…

“Yesssss, who are you looking for?”

Wrong question.

Before I left the accountant’s office, I had to tell her that as a “reputable international organisation”, the right question by their staff to customers should have been, “Hi, may I help you?” not “Yessssss, who’a yu lookin’ for?”  This was a proper financial institution, not a brothel or someone’s compound. Abi?

The third flabbergasting experience I have had also occurred in a “café”. A very popular one in Lekki phase 1. I thought it would be a good idea to have a muffin and tea. So, I asked the waiter if they had a muffin with WHITE CHOCOLATE TOPPINGS.

He said yes.

Fifteen minutes later he arrives with a plain vanilla muffin.

Oga, where the white chocolate toppings?

He said it was on it.

I rubbed my eyes to make sure I was not blind. Then I tried to find the invincible white chocolate toppings.

Where?

He said it was inside.

I took a knife and opened up the muffin. Still nothing. I looked at him askance.

He said it had melted inside.

I asked him to call me his manager.

He said, “Manager no dey.”

I asked for his direct supervisor.

He came back with two young men. I explain the situation to them and tell them to inform customers accordingly. Surely, they know that there is a difference between using white chocolate as an ingredient for their muffin, and baking a muffin that had diced bits of white chocolate as toppings.

They started to argue with me that it was the same thing.

Apparently it was a white chocolate muffin that had ALL its bits simply melted inside the muffin. Apparently it was exactly what I had asked for. Afterall, it had only melted inside, but the white chocolate was STILL in it. The heat made it melt.

Suddenly, they had become three convincing me that the invincible white chocolate bits on their white chocolate muffin was perfect. None accepted that they were wrong. None took responsibility. None apologised.

I know a lost cause when I see one. I let it go.

Apparently if I invite you to dinner, and tell you to expect beans and spicy fish on top of it, and then you come to mine and I serve you something that looks like plain beans. You ask “where is the fish Isio?” and I say, “Ohhhh, it is inside. I blended it and used it as an ingredient to cook the beans.” Please be honest, what will you say to me? (Chuckles again).

*sighhhh!

Ahhhhh, my country…

Waiters stretching their armpits over your head and drinks to serve your food. Bouncers in clubs touching you. People tapping you to get your attention. Shop attendants’ epic rudeness and/or following you around – invading your personal space while you are shopping. And let’s not forget the air hostesses who carry their faces in the air and look right through you as you board the plane for a flight that has been delayed for hours. At least their oyinbo counterparts have perfected the art of smiling with their cheeks. Walahi, it is easy and effective.

Just focus on your cheeks… now smile.

Then focus on your lips… now smile!

See, aha! BIGGGGGG difference!

My darlings, have a lovely Tuesday o jare! Please share your worst service experience, and be sure to appreciate the organisation that has offered you the best service. The above three were my worst. My best has got to be DSTV call centre, circa 2012. I don’t know who you are, but your service to me that day was exceptional.

*Raises glass to you*.

Isio De-laVega Wanogho is a Nigerian supermodel, a multi-award winning media personality and an interior architect who is a creative-expressionist at her core. She uses words, wit and her paintings to tell stories that entertain, yet convey a deeper meaning. Follow her on Instagram @isiodelavega and visit her website: http://www.idds.pro to see her professional body of work.

190 Comments

  1. Sapp.

    September 30, 2014 at 11:42 am

    Isio sorry for all the bad experience….we got loads of it but your write up was a masterpiece and funny to the bits. We’ll done girl, keep it up..

    • iba

      October 2, 2014 at 10:34 pm

      One the worse it was during that increase in fuel riot some years back. It was at the start of the year when Jonathan welcomed us with the price increase. I submitted my application at an embassy before the whole unrest began. Due to the protest, i was worried it would not be out on time and i would miss my return flight. I nor get single kobo for another ticket and the sort of ticket i had could not be amended. silly me ; yes i know.
      I was out of my mind. I called the customer service and we had a conversation like this:

      me/ i am so worried i dont know if it would come out in time. You guys said xxx weeks. So with this protest now would it be xxx weeks as usual or after the protest (i said this knowing fully well normal working pattern had been disrupted in Lagos)

      lady/Madam i don’t know, it is xxx weeks before it comes out.That information is online and on the slip you received from us. I cant say if the protest would affect it or not.

      me/please can you find out, so i can begin to make plans as this may affect my trip. Please help me.

      lady/madam, i have answered you; there is nobody to ask. I said it is xxx weeks after the point of collection. I dont know if the protest would affect it.

      me/ please………… can i speak to someone else maybe like your manager……

      No answer, the lady actually hung up on me. LOL.

  2. Ayodele A. Ojo

    September 30, 2014 at 11:44 am

    Top service thus far Etisalat customer care. Investment in staff training is evident. Worst would have to go to Nigerian immigration service, trying to validate a passport. Overall Nigeria is at a stage where customer service is evolving, things are looking up.

    • Africhic

      September 30, 2014 at 1:05 pm

      I dont agree about that Etisalat story. i went there recently and i was apalled at the service, i sent a tweet to their account, still no response. i have returned to my previous network.

    • Mz Socially Awkward...

      September 30, 2014 at 2:08 pm

      Bros, ehn, I’ve always been in awe of how the Nigerian Immigration service has managed to diligently train their staff (both home and abroad) in the art of rendering absolutely crap customer service. Case in point – Nigeria House, 9 Northumberland Avenue, London WC2N 5BX.

      All of my previous visits to that place (the last one made in 2011) have always been characterized by acute frustration and a great desire to do all that’s within my power so that I don’t have to make a return visit. The consular staff are rude (!!!!!!!!!!!!!!!!!!!!), very crass, alarmingly illiterate, unprofessional (to state the incredibly obvious), completely disorganized and also not averse to asking for a bribe or two. The NIS sucks to the power 1000th, man. It sucks rotten eggs in spades.

      @Isio, your stories are just disheartening. I’m curious to hear how the same story unfolds from the other angle of being told by business owners. There is no doubt in my mind that a good number of them are frequent visitors to this site and I’d like to know what their experience has been with rolling out proper customer service training to their staff. Are employers doing this and coming against the brick wall of not getting the average Naija employee to understand the reason why good customer service is vital to the business?

      Maybe too much to ask for one post and BN might want to address it in another…

    • boon

      September 30, 2014 at 3:04 pm

      Hahaha..i recently went to sort out my nigerian passport at Nigeria house and I can attest to the rudeness!…the funniest thing that happened(it wasn’t funny at the time) was that one of the ladies at the desk to me asked me to write my name on a form and as I reached to pick up the pen on the table to write she smacked the top of my hand hard and reproached ‘I’M USING IT’ and proceeded to continue typing on her keyboard!! …Nigeria we hail thee!!!

    • Dora the explorer

      September 30, 2014 at 4:07 pm

      I had my Nigeria House, 9 northumberland ave. experience yesterday and boy! was I unprepared for those horrific (precious) 3hours of pure torture.. All for something that could be dealt with in less than 30minutes. whew! thankfully I got through it with my sanity and dignity in place.. But it brought something to my understanding; This attitude is not in the place but in the people..

      Prior to yesterday, I had always heard tales of people’s Nigeria High Commission experience but in my very optimistic mind I thought it was just a case of “tearing down your own” but no! it is really ridiculous out there and that place and the services rendered need a reform from the online bit to the physical..

      It just makes me wonder how I will cope in the actual Nigeria with more likely Isio type of experiences.. Lord!!!

      We need to do better!!!

    • Pat

      September 30, 2014 at 6:05 pm

      @ Mz Socially Awkward in terms of the Nigerian Immigration service in naija and abroad they are all d same and they can be very frustrating. The staff ask weird foolish question. Imagine a staff asking me immediately I walked into the office how much it cost me to come. Shuo! I was confused. Another one said I know u are a nurse and making so much money. Haba, I wonder were he got that false information. He kept saying the same thing as if he wanted me to confirm by force that I am a nurse and he kept me waiting for hours. In fact u can’t even ask a question because they get offended that u asked a question. Aside from that the grown ass women in the office were unnecessarily impatient, rude and not even wanting to assist you to get what you came to do, It was frustrating. One of d staff was dressed so unkept. I witnessed a staff shouting at a lady with a new born baby saying all they do is to come here and deliver their baby and flaunt their wealth LOL. I was surprised at that comment, I looked at the lady and she whispered to me saying we should be patient and that’s how the they are.. Anyway at the end one of the staff gave me my passport, I smiled and said thank u. This woman raised her voice and said “can u imagine she is even smiling” . LOL what an experience. Hmmm…and sometimes we wonder why naija is backward.

    • Mz Socially Awkward...

      October 1, 2014 at 10:26 am

      See the shameless “pipu”, their testimony no dey change for person mouth, regardless of the country (in the UK, in the U.S and in Naija). We need to create that Facebook page and devote quality space there to shaming the NIS. 95% of the people who work there are a pure waste of government resources.

  3. TeeTee

    September 30, 2014 at 11:47 am

    A close friend of mine recently dropped about 5 pairs of his solid designer shoes at a cobbler in the lekki axis (Oniru market road to be precise) for repairs and polishing. He was flabberwhelmed when he went to pick up the shoes and they hadn’t been fixed! The manager gave him attitude then muttered some incredulous statements like ‘shebi it’s just shoe naa. you wear it on ya leg, no biggie’. My friend replied ‘I’m extremely unhappy with your service here’ and the manager responded ‘well, we can’t please every customer now, can we?!’

    Service is dead in 9ja

    • T

      September 30, 2014 at 12:22 pm

      Guys please call out these establishments pls. So the rest of us can avoid them. I’d be tempted to slap that manager, U guys need to help me stay out of jail.
      BTW just to play devil’a advocate here, remember that a lot of ppl in Naija do not treat ppl they consider “help” very nicely. Smiling and being polite is reciprocal.

    • Mz Socially Awkward...

      September 30, 2014 at 2:11 pm

      Choi. Again, I repeat the clamour about wanting to hear from business owners. Surely they can’t remain blissfully unaware of how their staff treat customers?

    • slice

      September 30, 2014 at 3:59 pm

      i think a lot of customer service people pull those moves when “oga no dey.” if oga dey, they’ll treat you like god. but that same place with no oga (read owner) in sight and forgerritt.
      sometimes the oga sef is useless but more often than not u get better treatment if the owner is around

    • Mz Socially Awkward...

      October 1, 2014 at 10:31 am

      Slice, that’s a little bit of what I suspected – i.e. that the oga may be aware and uncaring. Of course, I’ve come in contact with conscientious business owners who make the effort but a fair number just can’t be bothered about niceties like great customer service. And you’ll be shocked at how many of those babes and fellas once lived in “the abroad”… makes you wonder exactly what they learnt from their own experiences there.

    • Ety

      October 1, 2014 at 3:07 pm

      Wow! I mean wow! I hear this kind of comment everyday from service renderers but it still leaves me dumpfounded. Reading this honestly I feel like someone just dealt me a hard blow. TYPICAL. You get to hear this manager’s kind of comment everyday, still nothing prepares you for the impact of those few words. What baffles me more is that these people still complain of bad business, no money, no customers, etc and believe that it’s only God’s favor that makes a business successful.

  4. SassyJ

    September 30, 2014 at 11:54 am

    she shud just say she wants a gig with DSTV.

    • AW

      September 30, 2014 at 1:02 pm

      This right here is what is wrong with Nigeria!

    • chu

      September 30, 2014 at 1:18 pm

      SPOT ON, SMALL MINDEDNESS. SMH

    • Mz Socially Awkward...

      September 30, 2014 at 2:13 pm

      As in, the human being just didn’t read the article AT ALL.

    • Atoba

      September 30, 2014 at 5:41 pm

      Absolutely the most meaningless comment in the history of comments

    • IsThatWhyWeAreHere?

      September 30, 2014 at 8:38 pm

      Likeeeee!…Im not sure if sassy j”s comment is the real problem here…or the 41 people that liked the comment…mschewwwww!

    • Bleed Blue

      September 30, 2014 at 2:19 pm

      Aaaah SassyJ, if that is all you could glean from Isio’s article then problem dey oh

    • APK

      September 30, 2014 at 2:23 pm

      I think ill start a blog just for bad customer service, when these companies start realizing they are being watched and people are avoiding them then they would sit up. A site like Yelp in Yankee, something similar would be good for naija.

    • Latifa

      September 30, 2014 at 3:16 pm

      Someone needs to get their attention in any way possible……and if it has to be through a blog then please ride on. Arik Air 2012 has got to be the worse, one of the customer service agents actually told a customer to leave after having an argument, she also added “afterall it’s not by force to buy a ticket”. All her silly superior could say was calm down……like really? walahi service is not for Nigerians. my best has got to be Exclusive stores, the lady on the icecream section was amazing..GOD BLESS YOU.

    • d

      September 30, 2014 at 3:19 pm

      True! Where Nigerians can upload pictures as well. Good business initiative.

    • LOLS

      September 30, 2014 at 3:34 pm

      You need to visit this site reportam.com.ng
      A revolution in the customer service industry in Nigeria may just begin here.

    • SOHE

      September 30, 2014 at 10:54 pm

      There is one called reportam.com.ng. It’s important people name these bad service providers so the owners are forced to respond. Without our money they cannot remain in business.

    • Diya

      October 2, 2014 at 12:45 pm

      and in that blog eih my broda, spell out the name of the BIZ and if possible the name of the owner!walai!

    • Zirconia

      October 8, 2014 at 10:29 pm

      errrmmm…we already have 🙂 it’s called reportam.com.ng

    • cos I say so

      October 1, 2014 at 7:04 am

      Sassy probabaly liked her own comment 41 times… and that’s something Bella should look into
      You shouldn’t be able to like a comment more than once… really
      I see a dumb comment and I see 100 likes and I’m thinking to myself : ” hell no,my bellanaijarians wouldn’t even look at this comment more than once
      Bella pls look into this

    • Miss Anonymous

      October 1, 2014 at 11:48 am

      My thoughts exactly!
      Mw there’s this home decor store on the top floor of Mega Plaza. I once went to window shop a couple of years ago. The lady attendant was soooo nice and helpful – a lot of the accessories were ethnic, so she would explain what they were for and what country they were brought from. I was amazed, considering I wasn’t buying anything. On my way out I had to ask if she was paid commission for sales she made, to which she smiled and replied “no”. I asked her to keep it up. Wish the store had a suggestion/comment box or something of the sort.
      The one I can’t stand is when you walk into a supermarket (Grand Square, Adetokunbo Ademola by 1004, VI), and the security man starts following you down every aisle like you’re about to pinch one packet of indomie and throw in your handbag!

    • Mama

      October 1, 2014 at 4:00 pm

      Sassy u just a typical example of the shallow mindedness we are talking about……very stupid comment indeed…..customer service in naija needs serious work…..u go to some businesses and u demand proper service but people like sassy will look at u like u are just making noise……if we don’t speak with one voice how do things change? They want to make huge profits within a shirt period yet they invest nothing in retaining customers….

  5. Pee

    September 30, 2014 at 11:56 am

    The last topic you highlighted, being the one of waiters stretching over you to serve is a main topic. I’ve said it times and times again, organisers of events really need to invest more or even train their workers on the importance of personal hygiene. It’s disgusting when you are at an event, and suddenly lose your appetite just because the waiter that served you has a stinking armpit, and in some cases, stinking breath too. It’s becoming a norm and really needs to be addressed.

    • Mz Socially Awkward...

      September 30, 2014 at 2:23 pm

      This is one matter I think we can say is not just a Naija issue and may be more global. A friend of mine visited a restaurant in the UK and had that experience with an oyibo waiter who, in her own words, stunk to high heavens. So badly that everytime he came to serve her, she had to phisically hold her breath. The difference between her experience and the typical Naija one is that after she was done with her meal, she asked to see the Manager and reported her discomfort to him, with the advice that he should please tell his staff to pay more attention to their personal hygiene.

      I don’t know how the average Nigerian manager (or even the waiter, after the manager has in turn spoken with him) would have taken the feedback. Have had my own personal experience of oyibo wait staff stretching over you, serving drinks with their fingers around the rim of the glass (people, please you hold the glass by it’s base! It’s base!! Not the rim where my mouth will now have to ingest the bacteria left behind by your fingers), and one of my all time faves – a waiter picking up garlic bread straight out of my plate because I told him I didn’t like the fact of it being slightly charred, so he should please replace it with a more suitable portion. As in, the guy didn’t pick up the plate. He picked out the the garlic bread with his hands. Of course, I asked to see the manager.

      Appropriate training for wait staff is indeed a main topic on its own that requires discussion.

    • Mz Socially Awkward...

      September 30, 2014 at 2:47 pm

      *its base. See as my venting don comot the small “inglish” wey dey my mouth. 🙂

    • Dr. N

      September 30, 2014 at 7:56 pm

      She still get mind chop d food? Eish!

  6. presh

    September 30, 2014 at 12:02 pm

    hahahahhhahaha Nigerians shaa, theres this hotel in argungi lekki area, i simply cannot understand what is wrong with the people that work at there restaurant, they just do not pay attention, tell them not to toast your bread,they toast it, fry my egg with vegetables they mke it really plain, i want semo, they bring you garri. its frustrating really.

  7. Asabe

    September 30, 2014 at 12:02 pm

    *bearhugsandkisses*! its so nice to have you back today Isio!! Apologies accepted though I missed you a great deal last week.
    Speaking of bad services, I seem to have a special anointing for them. From hair stylists(abi hairdresser) who size me up before telling the fee for their services (cos they feel I cant pay!) to annoying bank tellers who feel you are coming to deposit or transfer peanuts which is not worth their time (would they have been there if not for ‘all customers” peanut owners inclusive,?).
    But then,I have also come to like the surprise/disappointments on their faces and in their countenance when my actions exceed their wildest expectations, some even try being friendly afterwards but I act like I had gotten the ‘snub virus’ from them..na dem sabi!!!
    My best service providers, Airtel customer care (They always pick up and are quite courteous) and Gtbank (via GTCONNECT,).
    Have a lovely week, independence celebration and long weekend dearie…..muah!!
    Enjoy…

    • T

      September 30, 2014 at 12:34 pm

      I don’t known why we (Nigerians) as a people love to size ppl up at face value. Look at Bill Gates, he would always get bad service if he was in Naija. I don’t know why I have to dress nice to grab waffles are the wheatbaker when it’s 7am. My basketball shorts, superman t-shirt and flip flops shld suffice. Did it once and there were definitely extra glances from the staff. My money is still green (well… Multicolor) and it shldn’t matter if I’m “packaging” myself today.

    • Helena

      September 30, 2014 at 1:53 pm

      Imagine this lady that gave good service over bbm when i purchased a weave from her, only for me to go her store with a simple blouse, jean and slipper, u need to see the way this lady treated me… in my mind i was i for dress like i was going to government house for business proposal ke! i asked the price for a weave, the babe told me that one is too expensive i should go for something lesser. I CARRIED MY plenty money and walked out o. What is even wrong with business people how can u select who to sell for!

    • Ivy

      September 30, 2014 at 2:07 pm

      My kinda man! Went to ebeano in lekki 1 with pyjamas trousers and a top, was on my natural hair and makeupless face on a saturday evening. Hmmmm, see looks ehhh. If i was not such a sendless person, i would ve fallen so many times….lol. Dunno if i must wear bum shorts, before i look “responsible”.

    • Mz Socially Awkward...

      September 30, 2014 at 2:32 pm

      I’m going to be busy on this page, I can see…

      THIS rhetorical question right here. And my brother, dem dey carry that dem rubbish attitude cross border too because I was having the exact same discussion with my friend yesterday who was complaining that the lady who runs the salon she uses seems to size her up before giving her a price for each service. Sotay my sista don dey select information wey she fit reveal to the hairdresser, to the extent of not letting the woman know she works, telling her husband to park far away from salon when he comes to get her, etc. I mean, what is a price list there for? Why do you need to adjust your prices to get more out of what you perceive to be an affluent customer?? And you can imagine where you don’t have any other option but to use certain Naija services in some cities, how you wan take do?

    • zyna

      October 1, 2014 at 5:56 am

      God forbid! Airtel!! They’ve got the worst customer service agents on planet earth. They rudely cut your call when you are still trying to explain an issue. And aren’t courteous. Glo customer service, fantastic! !! I got the shock of my life recently when I called glo customer service and I mistakenly ended the call. The lady called me right back. I was amazed. And I barely recharge that line but airtel I spend more than 20 k or more in a month treats me like puke. They are so lucky their network has the strongest signal where I live.
      Zenith bank, startimes……superb customer service. On a scale of 1 to 100, I rate glo 98, zenith bank 80 and startimes 85.

    • cos I say so

      October 1, 2014 at 7:37 am

      Lailai o,Airtel customer care is all shades of crappy
      Why do they cut the phone on u? I don’t get it

    • Isioma

      October 3, 2014 at 11:19 am

      I also used to appreciate airtel cus care service until the day my husband had issues with their service and had to talk to up to 4 cus care agents who did not have any solution to the issue with my husbands line neither could they explain the cause. My husband bought data bundle of worth 2gigs. One morning he checked his balance to find that he had 1.8gigs left only for evening of that same day his data had dropped to 400mb of which he didn’t use cos he had another data running. Airtel cus care could’nt even tell us where all the data went and they didn’t refund my husband. One of them even cut off the phone call, another said her supervisor would call us. Till tomorrow, no one has called…

  8. Wanluv

    September 30, 2014 at 12:07 pm

    I’ve always said it that Nigeria is where customer service went to die. It is unreal and living in the UK where the customer is always right it is unreal. I mean, I remember going to buy a modem for the Internet a few years ago and the girl behind the counter was like I should be grateful they had the type I wanted in-store. I beg your pardon. I should be thanking my stars that you have an item I want in stock.

    Then you get to the bank and the cashiers look like someone slapped them. I’m a doctor working in for the NHS, no matter how annoying the patient is being, they still need to be treated with respect and courteously. Even if i’m having a bad day, I need to smile and be nice to them.

    People offer you very bad service and expect you to just be ok with it. The thing is that no one complains therefore companies don’t improve their customer service but also they don’t improve the quality of products or services they provide.

    • Queen of Everything

      September 30, 2014 at 12:37 pm

      my last visit to Nigeria, I complained about being treated shabbily by Nigerian Immigration Services, and I was told (by staff): This is Nigeria, if you don’t like it, go back to where you’re coming from”. To say I was shocked is an understatement!

    • Dr. P

      September 30, 2014 at 1:10 pm

      Damn. Worst thing is they treat Caucassian visitors like demi-gods. It’s so embarassing.

    • Di

      September 30, 2014 at 3:35 pm

      Same thing happened to me when I visited Nigeria last year, I had to call British Airways who referred me to the Aviation Security whatever for West Africa; long story short, the oga at the top said they received so many reports but mine he will take up because no one should attempt to bully me into bribing them. He told me to get a name next time and that he will follow up with the incident, till today, no feedback. I almost caused a screen at the airport lol, these fools in their uniform and toy guuns were trying to mess with my head. I told them you cann’t be rude to me and forcefully expect me to tip you.

  9. Priscy

    September 30, 2014 at 12:10 pm

    Isio is back….gosh how I missed you last week.

    My worst customer service has got to be First Bank, They have the worst customer service reps here in Jos. Ask them a question about something you don’t understand and they will answer you in a very rude manner. My ATM card got missing and I asked for a replacement. The lady asked me to come the next day. I kept going there for the next 3 weeks, burning my fuel to and fro. Each day it’s one excuse or the other. It’s either she forgot or they have network problem. First Bank and network problem sef…
    Then MTN is another but where I wan start sef, Is it the 1million sms I receive each day, telling me how to improve my sex life, or relationship or health etc. Who told them that was my problem. When I am expecting an alert, those are the kind of messages I get, so you can imagine my annoyance. I have called MTN several times to stop all this random sms from entering my phone, they promise to do that and as soon as I drop the call, another useless sms is waiting for me.
    The best customer service I have gotten so far is from DSTV, tho their call sometimes is annoying to remind me that my subscription will be due soon.At least they are nice.

    One of the best customer service is the local farmers market where I get my fresh food and vegetables. They are always excited to see customers and even assist in carrying the extra load to the boot of your car.

    • Bibi

      September 30, 2014 at 12:43 pm

      Seconded as regards First Bank. Worst Customer service ever.

    • light

      September 30, 2014 at 1:36 pm

      “Thirded” lol. FirstBank really has the worst Customer service. I have had my own share of their laziness and rudeness and have decided to close my account with them. Good riddance…

    • Mama

      October 1, 2014 at 5:25 pm

      First bank be like ministry now..mschweeeeeew ……with some of their cashiers with those wigs that are like amigo attachment that has not seen hot water…..old school ishh…..

    • Chinwe

      October 2, 2014 at 10:07 am

      Ha First bank wahala is just too much,Their network problem is endless. most of the time their ATM machine will debit you yet no cash n definitely no return of your money. So many Nigerians including me have lost money to them because of this. No nija no be place

    • Africhic

      September 30, 2014 at 1:09 pm

      DSTV is a nuisance with those calls they make. I was extremely rude to the customer service rep, calling me in the middle of a meeting to remind me my subscription would soon expire, if it expires nko. The endless sms and emails i get is an enough reminder dont add unecessary phone calls to the mix.

    • Ms_dee

      September 30, 2014 at 5:06 pm

      lol, same happened to my sister

    • itunu

      September 30, 2014 at 6:15 pm

      Here’s what we are talking about. Some customers sef fit let attendants be rude to them. So she called you during a meeting, couldn’t you just not pick it up and let it go to voicemail? Or maybe, ask to have them call you back? Or even maybe, ask that you be placed on the “do not call” list. I’m sure had she known you were in a meeting, she wouldn’t have called. No need to be rude to someone that is doing their job. Besides, you’re a very rude person yourself, why answer a phone call during a meeting? Meeting must not be important or you just simply weren’t paying attention. Courtesy demands, if in a meeting and the call doesn’t appear urgent, send it to voicemail, and your phone during meetings should either be on “mute” or “vibrate.” No need to thank me later, just be nice to the customer service people. No, I am an executive, I am not a customer service rep, I just understand how to be courteous, thats all.

    • Temi

      September 30, 2014 at 1:56 pm

      Which farmers market are you talking about?

    • xena

      September 30, 2014 at 2:07 pm

      Wat of First Bank lokoja opposite oasis bakery they hav the worst customer service,UBA nko those ones feel like they hav all customers they will ever need pls let’s not talk abt Mr Biggs lokoja opposite PHCN headoffice those ones had to closed down.

    • Que

      September 30, 2014 at 2:48 pm

      Aaaw and I was coming to brag about FirstBank…..I’ve had exceptional service from them…. once I was abroad, card lost, I called to report n file complaint, they stranger customer svc officer via their FirstContact center even called me back (int’l call) to hash everything out patiently with me, and updated me by emails…. then when I’ve had d same issue locally, they even give replacement cards same day….in fact last one i did was under an hour, but it becomes active once they’ve debited you for it….. i’ve never regretted using them, I shall apologise on their behalf, ndo., maybe its a regional issue… I pray they don’t fall my own hand o!

      As far as bad service, Gene Bendi @ the Palms, went in for men’s shoes…..staff plus 2 other of their friends just sat gisting n peeping at us like thieves that came to steal….. we had to greet them after the long awkward silence, and then came d loud awkward ‘…o good afternoon…welcome..’…. after which we said good bye.

      Mega plaza supermarket can never have change, then they will seat and be staring at u like okuko! I quietly request my full money and drop d items on d counter…

      My worst experience in recent times though goes to Aero contractors!!!….lorddddddddd!……the story will require its own article…… lets just leave it at that! I will ride Keke Marwa round Nigeria, b4 I buy their ticket again!
      Arik-Just as Bad! , but if my life depends on it, I can manage buy arik ticket…… only if my life depends on it!…. As of today I have boycott them totally and I’m doing just fine with getting round!.

      I dont let my BP rise over bad service o, in whatever situation, i demand my money back, or drop the products or service, and take a nice walk! MBA NUUUU!!!! #Justcantdeal!

    • Reportam

      September 30, 2014 at 3:09 pm

      Do you know you can report such service using the new website and mobile app? visit reportam.com.ng

    • Africhic

      September 30, 2014 at 9:53 pm

      @ Itunnu thank you for the lecture. I know your kind………………….. You have made it your life’s work. Well done!

    • Meh

      October 1, 2014 at 11:23 am

      Let me make you laugh… My brother tried to close his first bank account and the lady at the till who never smiles screamed at him ‘why!!!!!!!!!’ So he told her ok he will use it and left.

    • Solape Olabintan

      October 2, 2014 at 4:14 pm

      Ds really made me laugh to tears.

    • Ib

      October 3, 2014 at 1:07 am

      First Bank shaaaaa. Mschew. Divine intervention

  10. Amiee

    September 30, 2014 at 12:11 pm

    Isio, if i start my tales of bad customer service when my eye don see for this Lagos ehnn, this BN space no go reach. From Ozone Cinemas to Barcelos to Dealdey sef .The most recent one I had was on Friday at Sweet Sensation in Dopemu. I have a usual order whenever i go there to buy my dinner; rice, plantain, catfish and moinmoin, all for N1650. On that day, they dint have moin moin so my bill was supposed to be around N1400. I carried my plate, went to the counter and met one frowning lad6y. She checked my tab, asked if I was paying in cash or using the POS. She dint tell me how much my tab was and I just assumed it was the normal amount less the moin moin. I gave her my card, inserted my pin., she pressed whatever she pressed and I carried my food to one corner. Two minutes later, i received alert for 3000 debit. I look the food when i dey chop, look the debit alert, stand up waka go meet the lady. I told her I had been wrongly debited. She looked at me up and down and said no, the amount is correct. I told her i wanted to see my receipt, she said she had thrown it away and “dint you buy moin moin and two catfish, why are you shouting?”. See me trying to even be gentle with her. I threw civility to the winds and started shouting, asking her where she saw two moin moin and fish(moin moin that they dint even have). The lady that dished my food now came and explained to her that i did not buy moin moin and that I took one fish. Oya give me my refund, she replied in the most haughty voice that since I used POS to make payment, that the refund will be processed into my account and it would take up to seven working days. The most annoying thing was the tone she kept using with me, as if I was one housefly buzzing in her ears and disturbing her. Suffice is to say that by the time i finished giving her a dressing down, the supervisor came out and gave me my balance from his own pocket. Emi o raye serenren.

    Another one was when official duties took me to awka. Lodged in one hotel like that. I paid for the standard room. When i was h=showed the room, I dint like it and decided to pay more for their “suite'”. My BN brothers and sisters, na him dey carry me enter “Suite”. AC was not working, tap was not running, only one socket in the room to plug on rickety fan, no other socket to charge my laptop and phone. I called the reception to complain, they said someone would come to check on it. Next thing I knew, one person knocked on my door with a bucket of water. i asked for the person coming to check the room. H e said he dint know. I called the reception again. The lady rudely answered that Oga has gone out. I angrily packed my bags and went downstairs, requested for a refund of my money. She said Oga has gone home with all the money and I have to manage the room. That is how all the people coming to lodge has been managing it. I saw red. On top my own money again.. Lets just say after I finished giving her a piece of my mind, I am very certain they wouldn’t treat any other customer the way I was treated. .

    • kaffy

      September 30, 2014 at 2:54 pm

      oh boy u no derun oh! hahahahahahahaha

    • ednutbee

      September 30, 2014 at 7:08 pm

      lol… u r vexing gan an… iwo gan o gba gbere!

      ednut birshmann

    • Ready

      October 3, 2014 at 2:47 pm

      See, this is my preferred approach. But when the boo saw me display one time at MOZAYA, Ikeja Mall, he said I went from 0 to 60 in about 2 seconds…that things shouldn’t be addressed that way.
      But how did I order a medium pepperoni pizza, only to get chunks of blackened hot dogs and olives on my pizza?!! In fact, I told the server that he must be wrong, and went to the cashier…she said the hot dogs WERE the pepperoni. But how come? Bawo? The manager came out…some huffy Lebanese dude; I proceed to show him the picture of pepperoni pizza that they had on display, and he goes…”Well, this is our pepperoni”
      In what holy hell is burnt hot dog (if you add them together, e no reach 1 full hot dog o) and olives pepperoni? And the medium was a Dominos small.
      I wanted to display o. I really did…but boda did not let me show the extent of it. Noone could eat it in my house…not even the dog. Even the Mr. man that stopped me from throwing it in the trash, he just took a look at it and said “nah”. Ppfff.

  11. MissW

    September 30, 2014 at 12:21 pm

    Yaayyyyy finally whew! Islo’s back missed you gurl! Nice piece by the way. In Naija the customer is not king o Na oyo, like you should be happy you where even served at all…lol

  12. Iwa

    September 30, 2014 at 12:22 pm

    Hi Isio,

    I really love your articles! The best service I have received so far has to be the Etisalat call centre. They are always very pleasant and quick to resolve issues and most especially, they remain KKK (kool, kalm and kollected) even when under fire from an irate customer (like me, hehe).

    KFC on Gbagada expressway is the runner up as they seem to almost jostle each other for a customers attention, and they are always smiling and pleasant

    The worst experiences I have had/witnessed are with the RUDE cashiers at Goodies supermarket in Lagos Island and Shoprite in Palms, oh Lord, all one can do is walk away. I have witnessed cashiers there insulting a customer and even having very loud and heated verbal arguments with their colleagues or supervisors to the sight and hearing of every customer in the store. It’s shameful behaviour really.

    Anyhoo… looking forward to your next article.

    Oh and by the way you seem to be missing out a few words in the first paragraph of your standard introduction (i.e. that “I know” better than I did yesterday…)

    • Beegal

      September 30, 2014 at 2:22 pm

      Etisalat customer care is crap. Their service is rubbish. Some guy even implied once that I was lying about loading credit on my ipad and the credit that was showing there was bonus and not for use to buy data. Say what! I had been smiling all day but went loco when he said that. Geez most times you just have to act like you have craze to get things done in naija.

    • feggy

      October 9, 2014 at 12:35 pm

      I agree with you on being CRAZYYYYYY to get things done

    • oj

      September 30, 2014 at 4:57 pm

      KFC Adeola Odeku is the best amongst the eateries i’ve been to

  13. TANTRA

    September 30, 2014 at 12:22 pm

    Where do I start from? I give a trader N1000 to buy foodstuff of N400, she replies harshly, NO CHANGE. Or she says, bring 100 and collect 200, as if it is revealed to her that I have a 100 breathing in the bag. I also hate some fastfood chains where cleaners sweep/scrub when people are eating. That’s not nice.

    • nammy

      September 30, 2014 at 1:47 pm

      I can relate with that trader stuff esp in d south west-Ilorin and lagos to b precise, u want to enter bus they’ll say enter with ur change, what hav u been doin with all the change uv been collecting since morning. In d north traders struggle to get change nd help d customer in any way but ova there is an entirely diff story

  14. lizzy

    September 30, 2014 at 12:25 pm

    Another Synonym for Bad Service is SWEET SENSATION, Diya Street Gbagada

  15. true talk

    September 30, 2014 at 12:26 pm

    this is very true, the attitude i have received as well is unbelievable. i live in the UK and i am used to the ‘customer is always right’ mentality. i returned back to nigeria a few months ago for a brief vacation…i was shocked. i kept asking why people were always angry. i went to shoprite to get a few items, i was on the queue to pay. when it was my turn, i paid, and i stood waiting for my change. the young man there just said ‘NO CHANGE’ as rudely as he could. after insisting, the change magically appeared. the rudeness is everywhere, from the banking halls, to restaurants, after 2 weeks of being shocked, i became angry as well, it was infectious, my courteousness was making me seen as a pushover, so i had to change for my sanity. you snarl at me like there is something wrong with your brain, i snarl back and give it back to you. unfortunately, that seemed to work. thats the country for you…full of angry people ready to express it at any opportunity. and before you come with your ‘dont criticize our country crap”, you can keep your opinion to yourself, as it is what i witnessed first hand and continuously.

    • Que

      September 30, 2014 at 3:04 pm

      Anybody that comes at you with the ‘..dont criticise our country …’ crap, on this issue…shall have me (as voluntary voltron) to contend with…

  16. Beverly

    September 30, 2014 at 12:28 pm

    Ha Isio ,u 4get stylist wit their spelling armpits in yr face while washing yr hair in a salon.I was going 2 buy akara one day at a junction in garki, Abuja.I saw d lady sneezed,wiped her nose wit her hand,wiped her hand on her wrapper n immedietly started serving customers.I jus left n has since started making my own akara,weda I sabi am or not.
    I think etisalat customer care has d best service,d worse wud ave 2 b MTN.Dose pple re rude.

  17. Fanya

    September 30, 2014 at 12:30 pm

    My best customer service has got to be the DSTV call centre. They are always professional and courteous.Kudos to DSTV. Arik Call centre is also not bad as I had an issue where i paid for an online ticket and I was debited without receiving the ticket. I called them and the customer care representative was also very professional. The worse customer care has got to be the customer care ladies in most banks especially the yellow pawpaw ones. I actually prefer to meet a male person than a female. Even when I go to any organisation or restaurant or shop, I always prefer the male attendants/Customer care reps as they are always nicer. We females know how to beef each other unnecessarily like why should I be serving my fellow woman. SMH.

  18. lollly

    September 30, 2014 at 12:33 pm

    hahahahaha…very funny experiences.
    i have also had my own fair share of bad customer experience but i was pleasantly surprised when earlier on today a stanbic ibtc bank customer agent was quite polite and helpful on phone. she logged my complaint and called back to offer more assistance…now that is rare!

    • Blessmyheart

      September 30, 2014 at 3:21 pm

      Yeah. I had a pleasant experience with Stanbic IBTC Pension Managers too

  19. Ivy

    September 30, 2014 at 12:39 pm

    DSTV? Mba nu….Omg! They close at 9p.m or so, from 8:30pm they don”t pick calls again o! They can be really nice sometimes sha.

  20. Dami

    September 30, 2014 at 1:04 pm

    Great Piece Isio. Customer Service in our DEAR NATION is not only Bad but terrible. I have had numerous experiences. My most recent experience has to be at Candies Confectionery at Ikeja City Mall, here in Lagos. I bought a croissant and a muffin. I think my bill was about N800. I handed the cashier N1000. The way she spoke to me was as though i was a threat to her marriage. “Aunty, I dont have any change” I asked politely, what she would have me do. Her Response, “i dont have change, aunty, maybe you should drop what you bought and go and look for change”. Thank God for the Jesus in me! Heaven knows what befitting response she would have gotten from me, but I swear the Holy Spirit held my tongue. I quietly dropped my purchases at her desk and walked calmly out of the store. A few Weeks later, i passed the Store (Its located at one of the entrance/exits of the Mall, and i overheard a Man shouting at this really rude cashier and threatening to give her the beating of her Life if she spoke to him in a rude manner again all because of lack of change o.
    Dear owners of Supermarkets/bukas/cafeteria/ eateries and the likes. it is not our Job to get change for you. We are paying for your services and No u guys are not doing us a favour. cultivate the habit of getting loose change and stop telling customers that you dont have change . its bad PR for your market! Go the extra mile in providing a service to a customer without acting like you are doing them a favour. Also take time to train your staff in customer services related courses or training1

  21. sugar sugar

    September 30, 2014 at 1:10 pm

    @ priscy am certain we go to different dstv centers, D Dstv shop @ bukuru Jos is filled with some ……people,I realy don’t know what to use to qualify them, I walked into d place,d guy @ d first counter walked away,counter 2 was on a loud call (didn’t even look @ me,counter 3 n 4 n 5 had ladies in dem,looking or doing wateva,I said good after afternoon 3times,nobody answerd, am one dat feels its proper to greet wen I walk in on people, I tot they were all deaf, den I walked down to the first lady n asked ,can u give me. Wale’s number n she just went 08032! I tot she was deaf! I felt so bad, needless to say dt I didn’t pay for my subscription again, who I wan pay to wen no body ansa me?

  22. Neo

    September 30, 2014 at 1:14 pm

    Aero Contractors. Worst customer service ever! Unrivalled in all 7 kingdoms of the earth and Westeros! I remember on of their finest moments of moving my flight by over 24 hours the day b4 i was scheduled to take off due to “operational reasons” You havent even started operations for the bladdy day! I chested it sha, now drove the 1 hr journey to Omagwa to reschedule, oya put me on Monday’s first flight and the rude homo sapien told me that since i had a promotional ticket they couldnt do that. Like you cancel my Sunday afternoon flight and cant put me on your next available flight out? The worst part was the guy asking me if he was Aero Contractors, a staff!!! Ha! I lost it that day. By the time i was finsished sef you no go belive say na N5k ticket i buy sef. I shout business class shout. Arrant nonsense! Infact i just vexed again.

    • Mz Socially Awkward...

      September 30, 2014 at 2:40 pm

      You’re a PH “somebori”. 🙂

    • Meh

      October 1, 2014 at 11:34 am

      My dear I have aeros digits now and I don’t even vex for them anymore. You change my flight I change my date and you will give me a free ticket. Me too I can speak big grammar. Operational difficulties my foot. Every single day? I repeat, every single day. Abegi

  23. Changing Faces

    September 30, 2014 at 1:19 pm

    Thanks for this article Isio… I went to Zenith bank on Ikorodu road yesterday to withdraw some money. I asked a guy at the counter if I could be served in the bulk counting room since I was withdrawing from my personal account, and most zenith bank branches allow you to withdraw in there when there’s a queue. He said that they would, if not busy. I then proceeded to the bulk counting room where I met a really rude lady; she wasn’t serving anyone and I calmly asked if I could be served. She just looked at me as if I was invisible and told me that the room was only for deposits. When I tried explaining that I was withdrawing from my account she just waved me off like I was a shuu fly. Her attitude just sucked. I felt like the smallest fly ever, and I just walked away and ripped the deposit slip up. The guy who directed me to her then called me back when he saw me leaving, apologised and paid me. I wish I got his name, I honestly feel like writing a note to the manager commending him.

    I think bank cashiers top the list for worst customer service reps. They are constantly sizing people up, so their attitude towards you depends on where they place you.

  24. Thatgidigirl

    September 30, 2014 at 1:19 pm

    Isio, so you think you can just abandon us, come back, rub our heads and say sorry just like that? That’s bad customer service as well puhleeease! Anyway we missed you, and i think its too early to discuss naija customer service culture, cos i would ruin my day. Mwah!

  25. Kofo Lagos

    September 30, 2014 at 1:20 pm

    Haaha..

    i find this very entertaining because I work customer care here in Nigeria. Before i got my current customer care job, i used to cuss out customers care reps especially Mtn. omg! they take hours to respond and when they finally do, they are usually sounding like someone is forcing them to do their jobs. its really upsetting.

    As a customer care, i hv noticed a few things, first, customers can be so rude! Do not forget that im a human being first and because i am here to serve you doesnt mean you have to be disrespectful. The whole ‘customer is always right thing” gets in the way a lot and sometimes, it gets really tiring answering the same questions over n over again..

    Where i work, we make online payments for online stores. One day, i was trying to explain to a customer that we dont charge extra on withdrawals. he wasnt listening to me at all, all he kept saying was we should try to fix a rate so that when people ask, we will have a response for them. it was his suggestions granted and appreciated, however, he went as far as to calculate how much we should charge and he called back and gave me a figure which i thanked him for. Tbh, Its not every time your opinion is necessary, Just shut up and listen.

    Some customers are just very difficult, no matter how many times you try to explain something, they choose not to understand but i have learnt to just zone out most times and be nice regardless.

    also, Its not about the company or organization, its the people. most of them don’t even like their jobs and they will take it out on you.

    Always try to be nice to everyone, no matter who they are.
    .

    • Bola

      September 30, 2014 at 4:16 pm

      Madam. I agree with you that Nigerians can be a bit rude but that is why “Customers are always right”. I do not work in customer care but I sometimes get irate clients on a bad day but guess what, I smile with my cheeks and hope my eyes do not betray my true emotions. I always say my please and thank you when I am being served at shops but I still barely get good service and it is simply disheartening. Customer care personnel don’t have to like me, just pretend for 5mins that you care and you might get a customer for life

    • oj

      September 30, 2014 at 5:04 pm

      i agree with u. I once worked as a support rep for one of the ISPs in Lagos and i’m so glad i’m not there anymore. It’s a pity cos when a foreign customer calls, even if they are angry, they still speak to u with dignity, unlike the nigerian that curses u and ur family.

    • T

      October 1, 2014 at 10:55 am

      Hello Kofo Lagos, I totally agree that ppl can be very rude (funny thing is our ppl think we are a respectful ppl. Nigerians are usually only polite to ppl they can benefit from. Sorry abt the generalization).
      The thing is U still get paid to deal with rude and impatient ppl. In fact most of the ppl who call for customer service aren’t calling just to say hi, it’s cos they have a problem. If customer A is rude, it doesn’t mean customer B shld get an attitude. I get that we’re all human and have limits but some ppl limit get as e be. Well that’s my own semi-righteous 2 cents (kobo)

    • Mama

      October 1, 2014 at 5:41 pm

      You are right to an extent but oyibo people can be the most demanding and the customer reps still give them that u are king attitude……sometimes am in a line and I go in my mind like ‘”una get dis kind service una still dey make noise, make una come naija”…..but the truth is it’s a culture that most be inculcated in us…..truth is u will always have rude people amongst us but a good percentage are not….truth be told customer service in naija sucks big time……

    • mrs.O

      October 3, 2014 at 11:24 am

      madam,its your job to answer the “same questions over and over again”.. you told Mr. A something 5mins ago and Mr. B comes in afterwards.. Was he to know you just answered the same question? Yea, most Nigerians are rude but it doesn’t make it right to be rude as well and you are paid to answer as many repetitive questions that come your way except where it becomes personal/intruding..
      A lot of customer care agents/attendants/managers etc should go through elaborate trainings and must learn to treat their customers right. #my two cents
      p.s-I cant even begin to narrate my personal experiences from outright rudeness (especially when the ‘victim’ looks young and calm) to no change palaver, chivalry/courtesy is dead (to most peeps) in naija!

  26. TA

    September 30, 2014 at 1:23 pm

    Isio de la hot. Good to have you back. Today’s topic I love,very much. I am a big,scratch big,am a very huge advocate of excellent customer service. I have seen it all not just in Naija o. (Once had a bad experience in Tesco) but today since we are on Nigeria’s case which I wholeheartedly agree is the worst I have ever experienced,I shall limit it to same. If awards are given out for the worse customer service. Arik air wins hands down. There is no service culture at Arik,simple! Arik would delay a flight for several hours but would not have the courtesy to send an email or sms to explain change in flight schedule. You get to the airport and wait tirelessly,board the flight and no single apology from the captain or crew for the flight delay (which may as well have ruined your plans but hey!they don’t care) I would rather trek to Mars if Arik air is the.only airline flying to Mars. Rubbish!!! Bad attitude plus poor customer service is a no-no for me. I am not one of those customers that would cry silently into the night,no. Not me. This Edo girl cannot ‘chop shit’when am paying for the service. Never. I will call you out and raise hell. One time my dear

  27. kuuks

    September 30, 2014 at 1:31 pm

    yayyy my girl is back…I miss u Isio

    I have had countless of such poor customer service…and anyone that knows me is not surprised when I voice it out. Especially waiters. Once I was at Barcelos, ordered coke with ice and lemon. Odiegwu, this waiter just brought me my coke with just ice without the lemon and without seeking my opinion poured out the coke ooo. Hmm .. I just relax give him until he was finished, when I reminded him about the lemon, he explained that it was finished. …Seriously?? and you just assumed that I would take coke without the lemon?.. oya take your coke away and bring me a pineapple juice..The look on my face stopped any complains he wanted to voice out.

    Another incident occured when le boo and I decided to have lunch at this restaurant that served delicious jollof.. Goshh.. the only deficiency they suffer from is very incompetent waiters.. Haba..BN fam can you believe we sat there for an hour an not a single waiter came to see to us? Meanwhile one very lazy looking waitress came in whilst we were there but all she did was clear up the table close by. If we were ghosts I’m sure she would have at least felt our breeze. We were totally ignored oo. But for Le boo’s intervention, I did not give them the tongue lashing they all deserved. We just left ( very hungry )

    And that was the last time I was there. and it will remain so

  28. ChySpArKz

    September 30, 2014 at 1:33 pm

    Ohhh!!! How this issue irks me… I know someone who got fired for such horrible attitude. I asked a friend to get me pizza on his way back from work.. He stopped over to get it and he was coming from a site so he wasn’t dressed in suit and tie or maybe agbada to show he’s a ‘big man’…lol The sales attendant starts attending to him with the most horrible attitude and even almost screams at him. Unknown to her, this friend and the CEO of the place are best buddies.. He tolerated the insult but of course told his buddy to check the attitude of his workers.. He didn’t want to hear any appeals, fired her immediately..
    I try to smile at them but its seems they always have a long face waiting already.. Sad!!!

  29. ada

    September 30, 2014 at 1:37 pm

    I had my mouth wide open while reading some comments especially @Amiee. What nonsense. Sometime last December, I went to have chips and chicken at a lounge. The clown who attended to me said it would take 30mins. Long after 30mins, I ask and she says “sorry its the chicken taking time. Just a few more mins”. After waiting for another 30mins she came back to say sorry there is no chips. I was so upset. Though she apologised, it was totally unacceptable. To crown it all she had the attitude of “shey I’ve apologised what do you want me to do”. Silly!!! I can’t say if access bank has an excellent service however you can be sure to have staff right from the gate saying “Good afternoon. You’re welcome to access bank” “Thank you for banking with access bank have a nice day”. Oh and Standard Chartered? They try. Though I’m getting tired of the calls asking if you were satisfied the last time you visited their bank,how was the cashier that attended to you, if you think there are enough chairs. Its usually a breath of fresh air when you get excellent customer service because its hard to come by.

    • oj

      September 30, 2014 at 5:07 pm

      agree with that of Access Bank. Their security guards are awesome! First Bank Mayfair Gardens, Lagos has a bad security guard. never went there to withdraw again.

    • Changing Faces

      September 30, 2014 at 6:54 pm

      Try Access Bank Ogunlana street, Surulere… one of my worst experiences ever!

  30. BeautyGeek

    September 30, 2014 at 1:38 pm

    I don’t even know where to start. I’ve hard so many terrible experiences from hair salons to restaurants to common market. I don’t even get upset anymore.

    • beebee

      September 30, 2014 at 4:40 pm

      hair salon is worst. i noticed my hairdresser treats her customers with Jeep better

  31. Alesha

    September 30, 2014 at 1:40 pm

    Arik airline has to be the worst for me. The attitude of the flight attendants leaves a lot to be desired!! I travelled with my 12yr old son to Nigeria last Easter. I usually fly with Virgin but somehow my dear mother convinced me to try Arik. Luckily the flight took off from Heathrow on time but it was so cold. I looked for blankets….none! Arik is the 1st and only airline I have been on that does not have blankets or pillows as standard items for customers.
    I called the attention of a flight attendant and asked for blankets, he said blankets were only available for children. I said ok, no worries, my son is sitting right next to me and he needs a blanket. The flight attendant looked at me and asked how old he was. By this time I was loosing my cool. I asked him what the age of the child mattered? He said it mattered because if the child was 12 and above, they were regarded as an adult as they would have an adult fare. What utter nonsense!!! Suffice to say, we got no blankets because there were none of the entire plane to begin with! When we landed in Nigeria, I told my dad about my experience. My dad said no worries, the MD is my friend, he’ll be in church on Sunday and i’ll make sure you speak to him.

    So Sunday morning, i was feeling cool with myself about the official complaint I was going to make. After the service, my dad dragged me to the ‘supposed’ MD and said in the loudest voice possible ‘My daughter has got a complaint about your airline’. Me too, feeling all important stepped forward and in my best British accent said ‘there were no blankets at all on the flight to Lagos from London on Friday night’. The man looked at me and burst out laughing, saying ‘you British people just have to manage with us na, we will get there’. I was mortified!!!!!

    If the MD has that attitude, how can you expect the staff to provide proper customer service?????????

    • ThatAbiribaBae

      September 30, 2014 at 3:09 pm

      Oh wow!!! I’m sure your papa go shame on the MD behave… Rotten attitude dey smell o!

    • ThatAbiribaBae

      September 30, 2014 at 3:10 pm

      **behalf i mean

    • funbaby

      September 30, 2014 at 4:04 pm

      ahhhhh, I will never travel with arikkkk!!!!!, worst airline ever, how can the MD have such attitude. nonsense

    • Meh

      October 1, 2014 at 11:43 am

      I’m so sorry for your experience my little sister had the same problem and told me that arik is the reason she must do well for herself in life. She must always be able to afford better lol! Never again.

  32. coolaid

    September 30, 2014 at 1:43 pm

    Exceptional write up Isio. Mine would have to be at Aero counter on my way from Lagos. The guy was so rude. He wanted me to check in my hand luggage which would make me pay for excess and while i was trying to get my “head around it”. He made a nasty comment saying ” i should stop wasting his time”. OMG! I was so shocked he could actually speak to a customer that way but I refused to check in my hand luggage. Best customer service, GTbank.

  33. Queen1

    September 30, 2014 at 1:44 pm

    Lol! Isio has killed me with this one. I found this article really funny! The one that got me was the pepsi and muffin story. Like, seriously? I hope I don’t end up breaking someone’s head when I go home. I cant deal with all these stories. Lol.

  34. Busarni

    September 30, 2014 at 1:57 pm

    Please can somebody tell MTN to stop sending unsolicited messages to their customers. It is very annoying and runs battery down. MTN you guys are annoyinnnnggggggg; change.

    • Que

      September 30, 2014 at 3:13 pm

      Now shouting to MTN on your behalf as requested…

      …. “MTN PLSSSSSSS STOP SENDING UNSOLICITED MESSAGES TO YOUR CUSTOMERS. IT IS VERY ANNOYING AND RUNS OUR BATTERIES DOWN. MTN YOU GUYS ARE ANNOYINNNNGGGGGGG; CHANGE!!!

      *chuckles and runs away* I agree with you though!

    • Blessmyheart

      September 30, 2014 at 3:33 pm

      Seconded

    • beebee

      September 30, 2014 at 4:41 pm

      and stop using regular numbers for their unsolicited automated messages

  35. nakoms

    September 30, 2014 at 1:59 pm

    NIGERIA BASHING OUR FAVOURITE PASTIME. So who are these nigerians with poor customer service? Are they from Heaven or from same commenters who spend quality time on blogs instead of perfecting thier craft. Me inclusive!

    • Dee

      September 30, 2014 at 3:12 pm

      This is also one of the attitudes wrong with us, we don’t like telling each other the truth. This is not about bashing Nigeria but about discussing the bad things that need to be fixed. The business owners here will obviously be learning what they need to work on just like someone in Customer service said she’s learning from the comments. The real way to be a patriotic citizen is to always speak the truth and then we can fix it

  36. ThatAbiribaBae

    September 30, 2014 at 2:00 pm

    I think we experience these continous bad customer services from every Tom, Dick, and Harry in Nigeria because there are no consequences for them.

    When I started my hustle in McDonalds, one of the consequences for bad customer service was no free lunch. One time sef, a colleague was sacked (extreme case) but e dey happen… When I did waiting job, if you mess up at an event, forget am o, you’ll not get another shift for a long time. Imagine if na your daily hustle be that?

    I have not been to Naija in a while, so can’t really comment on my personal experience there. Having said that, my friend was there sometime last year and he had so many horrendous experiences but the one that stood out for me was his encounter at MTN, VI i think. He’s gone to retrieve his line or so and as he sat in front of the customer rep (note that he was sitting in front of her o, not in the lobby) and this lady was seriously pinging on her bb and laughing out loud as well. When he couldn’t stand the ‘I don’t give a damn if you’re there or not’ attitude anymore, he said to the woman “don’t you think its inapporpriate to be doing that instead of fully attending to me, especially as i’m seated right in front of you”, then the woman said “hian, abi am i the computer that has refused to be fast?” then she added in yourba “all you people that come from abroad just expect too much abeg” Unfortunately for her, the bobo na yourba guy… He went off and gave her his piece of mind. Can you imagine ni? Expecting too much kwa?

    One time I was in Nandos (a restaurant) and usually I would have my NHS discount but that day I forgot my ID, so no awoof for me. As I made to pay, my friend who didn’t know awoof existed then said she had her ID with her but our almighty server said there’s nothing she can do. As I was not in the mood for trouble I said to let it go, my friend no gree but I persuaded her. You see as we dey chop (she still dey vent for me o), she come say she wan buy sth else. As we go, na same girl serve us. She went off on the girl o… To cut long story short, the girl started to apologise that she didn’t hear well etc, called her manager to reimburse us our excess… My white colleague i narrated the incident say “oh you should have just cancelled your order and reorder, she’s there to serve and that’s what she’s meant to do if your’re not pleased”, Lol!

    As per good ones, I’ll give it to the staff in one NewLook store in Leeds, who went beyond and above to ensure my friend got all 8 pairs of bridesmaids shoes (different sizes and they were in sales too o) that she’s been searching for, for ages. The lady literally rang up all the stores in England that my friend was ready to drive to, to ask if they’ve got them. As an appreciation, my friend took a picture of the shoes when she got them, made it into a card and gave her with a box of chocolate. She was recommended as ‘Staff of the month in the whole of NewLook West Yorkshire or so’ Good customer service pay too…

    Apologies for my long essay ni o!

    • Mz Socially Awkward...

      September 30, 2014 at 2:45 pm

      Long essay enjoyed. 🙂

    • Shalom

      October 1, 2014 at 9:20 am

      “oh you should have just cancelled your order and reorder, she’s there to serve and that’s what she’s meant to do if your’re not pleased”, Lol!
      hahaha haba…

      sometimes here I just calculate if it’s worth ones BP.

  37. PATRA

    September 30, 2014 at 2:05 pm

    My dear. No be small thing for this own country as regards customer service…. It can be annoying…Choi!!! That’s how i went to one of the shops at The Palms, if you see the way the sales attendant measured me from head to toe as if na she dey pay my salary ooo and I too trust myself for that kain thing. Na so I bring out the clothes for the shelf, cum they ask for the price and I finally walked away majestically. Abi na the sales attendants for eatrie4s wey go dey form like say my change na dia inheritance.
    Well truth be told, customer service in Nigeria is at itz teething stage. I pray we get there soonest…..

  38. TA

    September 30, 2014 at 2:07 pm

    Isio de la hot. Good to have you back. Today’s topic I love,very much. You try sef. Explaining to them that Pepsi light is diff from Pepsi. Me,I will just jejely take my purse and walk out of their restaurant. I nor buy again Abeg. If they are the only ones selling moi moi in Lagos or I will gladly go through the trouble of cooking my own,am a big,scratch big,am a very huge advocate of excellent customer service. I have seen it all not just in Naija o. (Once had a bad experience in Tesco) but today since we are on Nigeria’s case which I wholeheartedly agree is the worst I have ever experienced,I shall limit it to same. If awards are given out for the worse customer service. Arik air wins hands down. There is no service culture at Arik,simple! Arik would delay a flight for several hours but would not have the courtesy to send an email or sms to explain change in flight schedule. You get to the airport and wait tirelessly,board the flight and no single apology from the captain or crew for the flight delay (which may as well have ruined your plans but hey!they don’t care) I would rather trek to Mars if Arik air is the.only airline flying to Mars. Rubbish!!! Bad attitude plus poor customer service is a no-no for me. I am not one of those customers that would cry silently into the night,no. Not me. This Edo girl cannot ‘chop shit’when am paying for the service. Never. I will call you out and raise hell. One time my dear Gtbank tried to mess with me. I served them back with a strongly worded email and copied their Md tayo Aderinokun,sharp sharp they answered me. Lol! The issue that had been lingering for over 3 weeks promptly got solved on the spot! Seeing that they do not have a poor customer service history (at least with me) I did not close my account with them as I had earlier planned to. Park n Shop on Adeola Odeku has hardworking and courteous retail staff but a horrible management staff. One time I purchased some pastries: :and on getting to the car,took a bite but realised it was stale. As in the meatpie was already slimy.Yuck! I calmly took it back explained to one of the staff what happened. He went in,called their Indian boss who was very dismissive and rude. Am like what? On top of my money. Ha! I gave it back to the guy and insisted on speaking with their overall manager. They refunded my money and apologised on his behalf. Before I left the shop that day,I made them realise it was not about the refund but about his very hostile attitude. While the charade was on,one of the staff had whispered to me that the Indian guy does not.like black people. So why is he in Nigeria in the first place? And in a business that serves people? I keep saying that people who have no high tolerance level should not be.in the service industry. Even if your services fall short but you are polite,I can forgive the establishment. Case in point,I had a spa appointment last week and had pre paid for a sauna session. Got to the spa,finished my body scrub and only then was I informed the sauna was faulty,I was not furious because the spa attendants were extremely polite. I even gave them a generous tip at the end. In my books (as in most consumer/costumer books )you can do no wrong if you are extremely gracious and polite,even if your products/services don’t come up to scratch. No time for picking rotten mangoes!

  39. Speechless

    September 30, 2014 at 2:07 pm

    Hahahaha
    Poverty, underpayment, frustration, lack of manners, lack of supervision…are some of the causes of this ill. Some works 8am-1opm and she is paid N5,000; no manners on a personal ground, no supervisor to checkmate their subordinates if they are doing well…..

    1. You ask for “Five Alive Orange flavour” they give you “Five Alive Citrus flavour”. Because citrus flavour is a blend/mix of five fruits (including orange) and orange drawn on the pack, this guy insisted it was “Five Alive Orange flavour”.

    I dey craze? My eyes dey blind? i no dey talk wetin am not sure of o. Another sales rep came and insisted it was “Five Alive Orange flavour” despite the fact that “Five Alive Citrus” was written on it. Then i realized i will degrade myself to the level of this people – na so i talk to myself say na only me waka come? lol

    2. Last weekend, was entering the market and was to pay for the ticket. The guy collected the money and said “go”. I said where is my ticket? He said ” just go na, nobody will stop you or ask you” Ha, diaris God o. As soon as i changed my eye, d guy gimme sharp sharp

    3. Cant continue, i need to get to work….

    On the other hand, Service outside the country….
    You feel like a human being with dignity. A policeman asks your courteously “if he could help you sir”, waiters please you and get everything you need without you asking, you stay in hotels and they treat you nicely and even ask you for a feedback/review; they come deliver food for you at your doorstep and ensure you are satisfied….

    We shall get there in Nigeria!
    Probably at 200years, we are just 54

  40. Gracie

    September 30, 2014 at 2:15 pm

    I work as a customer care agent…learning a lot from this… Thanks to our beautiful writer. Bt truly is nt easy smiling while U r dying inside oh

  41. Akpo 'Diddie Uyeh

    September 30, 2014 at 2:24 pm

    You hit the nail on the head and spiced it up with humour. Truth be told,customer service in Nigeria is lacking. What exactly are their grievances that the customer service people do not deliver??/ I have had unpleasant encounters in banks to eateries to filling stations…you name it

  42. DERA

    September 30, 2014 at 2:26 pm

    I work with GTconnect and we are the best

    • Ms_dee

      September 30, 2014 at 5:35 pm

      Yet I’ve been sending emails and calling you people for over two weeks now without a response, anyway I give you people till Friday.

  43. Hadassah

    September 30, 2014 at 2:31 pm

    LoL.. Isio never stops amusing me… I love this.. esp @ “As an undiluted Uhrobo girl…
    I have decided to personally take customer service re-orientation in Nigeria as a project, the rate at which bad services are on the increase is quite alarming…

    Good Service…. I have to give it to Forte Oil… over the past weekend, a lady tweeted complaining about how the petrol she bought at one of their stations.
    Before the end of the day, The MD and CFO of the company had reached out to her, sent their mechanic to service engine and checks on the fuel were immediately carried out at that station..
    I was wowed, in this country where being some Ogas could be haughty (as per after God they are next).. The customer service came from the Top to the bottom (who born the attendants not to respond properly)

    Bad Services… Too many to mention… Nigerians sabi size people ehnnnn (real smh situation), so sometimes the treatment is in accordance to how you are sized…
    I cant stop being amused at the faces of the customer service reps when they discover they have sized you wrongly.. Then they start to say sorry helplessly

    Anyway… beyond the bad services.. The whole is a small village.. BE NICE!

  44. Zainab

    September 30, 2014 at 2:36 pm

    My worst customer service yet was from TFC on Awolowo road, ikoyi, Bank tellers are annoying. Best service to GTconnect

  45. Concerned_Boyfriend

    September 30, 2014 at 2:38 pm

    Another informative and entertaining article from Isio. My bad customer service experience has got to be Nigerian Banks. Every one of them!. Tellers act like they’re doing you a favor, every one from the Managers to other junior staff wants to exert some form of “Big manism”. Like someone said, things are looking up in the service industry. Folks are starting to gravitate towards businesses that provides exceptional customer service.

  46. DERA

    September 30, 2014 at 2:42 pm

    I work with GTB(GTconnect),we are the best trust me!!
    And JUMIA is awesome too

    • oj

      September 30, 2014 at 5:14 pm

      stop hailing ur organization. let the customers do the hailing

    • D

      October 1, 2014 at 2:33 pm

      Ok so I wrote my earlier comment without mentioning the bank and prior to reading your comment. errrrr nope. The bank I was talking about was GTB. So nope not so hot in customer service. I know people consider GTB ok for Nigeria standards but that’s because we are standards in Nigeria are deplorable. So I will confidently saw this your customer service sucks!!!. I think the problem though is we (Nigerians) don’t know what good customer service looks so bad customer service looks good as long as it is not terrible.

    • D

      October 1, 2014 at 2:35 pm

      ****Our standards**** and ***confidently say****

    • mrs.O

      October 3, 2014 at 11:38 am

      abeg scroll up and read ms dee’s comment.. then re-rate your work/organization!

  47. blah blah

    September 30, 2014 at 2:45 pm

    Saturday. Aero contractors – abuja to Lagos. I got on the plane quite late and overhead cabins around my seat were full. I turn to the airhotess and politely ask her where I can place my bag. She mutters anywhere here or there. I ask where exactly. She hisses and walks away. I was too weak to respond.
    Nigeria has turned me into a shrew. I find myself constantly screaming because of bad service. After Saturday I made up my mind to walk away if I haven’t parted with money. And if I have? I swear I would jump over the counter and do your freaking job for you!

    • Dee

      September 30, 2014 at 3:08 pm

      Honestly the worst part is when you tell them off for their nasty attitude they act like you’re just being a bitch. Personally I’ve decided that I have no problem being regarded as a bitch

  48. Jules

    September 30, 2014 at 2:47 pm

    The experience i had at mr biggs inside Mobile filling station at Jakunde, Lekki-Epe was something i wont forget, i was sitting down about to other for something when one of the staffs came close to where i was n splashed a GO90 (insecticide), i was so pissed n i left.. Another bad customer care service is the one you get from those staffs in shoprite especially the one in Ikeja, those ones can even slap u if u no take time..
    I think my best service given was Spur eatery in shoprite, they are so nice there.. Domino coldstone in Opebi are also nice n staffs at intercontinental hotel especially the kitchen session they are just the best..
    But my observations was that even wen this customer personnel are all nice and sweet there is still this heartless customer that would just shout at no reason, and you knw they are humans even if they are payed for the services they render.

    My advice: be nice to a customer service personnel n if they dont reciprocate, tell them they are beautiful when they smile.. Am sure if they get such compliment they will change for good..
    AND DON’T FORGET TO COMPLIMENT THE ONES THAT ATTENDED TO YOU WELL, IT MAKES THEM WANT TO DO MORE..

  49. le coco

    September 30, 2014 at 3:02 pm

    biko.. we need to start a NAME and SHAME facebook page.. it is unreal hw poor service is…

    • Iya

      September 30, 2014 at 3:45 pm

      I completely agree with you!

  50. Dee

    September 30, 2014 at 3:05 pm

    I’m so tired of the bad attitude most Nigerians have while doing their job. I live in a so called serviced flat and you won’t believe the amount of time I’ve had to report the security guards, the annoying part is when I report to the manager he makes some lame excuse for them and I’m sure behind my back they’ll just laugh at how troublesome women are! I’ve decided that I have no problem being labelled a bitch because in Nigeria that basically means a woman that won’t take rubbish

  51. Iya

    September 30, 2014 at 3:09 pm

    Lol….this issue of bad customer service…smh…if we start to talk about it…hmm, we go teyyy….it’s everywhere…is it the bankers that look at face before deciding how well you should be treated? Is it salons? Where when they see your afro they complain from before you sit, to when your hair is being made, to when they finish? Is it hospitals? Rude receptionists, nurses and doctors who I must add are CLUELESS! I remember once when I was ill last year I went to Garki hospital in Abuja. before they knew what was wrong with me they had already prescribed meds for me. Might I add that these were FREAKING EXPENSIVE antibiotics! The next day I went back for my test results only to be told that I don’t need the expensive meds I bought. I was given a FRESH list of more EXPENSIVE meds to buy. I asked the doctor ‘Madam….your colleague prescribed **** for me yesterday and you’re telling me I dont actually need it. What will happen to the money I spent??’ Silly girl said “Eeeh…just go and meet them at the pharmacy and tell them you don’t need it.” Something I had opened as soon as I bought it….-_- I think we should have popular bloggers/writers who have a strong followership to NAME AND SHAME businesses who give bad customer services. Write articles on salons, supermarkets, restaurants, etc. who give bad customer service. Like…rip these guys apart…Especially those popular ones that think that because of how established they are, they don’t need to treat customers right. I believe something like that will make them sit up a bit…

  52. Fidelia

    September 30, 2014 at 3:10 pm

    There have been so many events where by i had experienced bad customer service in July the worst was when i went into a high earned boutique on the island because i wanted to get a new pair of shoes for an event. I think the sales girl had already seen me drive in with my 2003 honda accord into the plaza and I would like to believe she was not impressed at all.

    When I got into the building, I knocked on the door and rang the bell no one came to open, I had to go out to ask the security guard if he was sure someone was there he said yes. He then followed me back and called out her name “amaka, amaka, you get customer’, Trust all these girls she was forming sleep ( I know she was forming because my friend who recommended the place to me called her to inform her of my arrival half an hour ago). When she finally opened no apologies, greetings whatsoever from her. Anyways my main focus was to get the shoes so i did not think too much of it.

    I asked her if they had gold heels or something with a touch of gold in a size 40 and to my amazement she said to me.. ‘Aunty, the ones we have… ah i don’t know ooo’, ‘you don’t know what?’ i asked, ‘I know no if you go buy am and e dey for store, I no wan bring am out’.. I was shocked as i did not know where this assumption was coming from but I had to be sure so I asked ‘ Why don’t you want to bring it out” , she said ‘Aunty e cost well well, one be 75k the other ones be 100k and 120k and my madam say na the last price’.

    My Jaw dropped to the floor, I have never felt so bad before, I did not reveal my budget so how could she just conclude all of a sudden, I looked at myself (maybe it was my appearance) I had on a pair of topshop jeans, a primark top, river island flats and a russell and bromley bag (which in my opinion is not bad), I thought to myself is it because i did not fix human hair ( I am a naturalist), fix my nails or wear ruby woo lipstick like others?. I was distraught, to add insult to injury a call came in which the sales girl picked up so was happy to hear from the caller. When we were still going back and forth on her going to the store to get shoes, in walks a tall, light skinned girl, with her chanel boy bag, jimmy choo slippers, wearing a heavily beaded arabian hijab, carrying 5 phones (maybe I am exaggerating), dangling her range rover car keys, with the famous ruby woo and unibrow which seems to be the in thing. Her reception was way better, the sales girl amaka ran to switch on the generator (she told me earlier that there was no fuel). I could not stay there one more minute stormed out.

    I think the employees who offer services are very selective, I was very upset.. I did a bit of reflection as I drove back home on what just happened. I know Amaka would have received at most 5k as ‘dash money’. The girl “big madam’ who walked is no less than 22, it is funny how this lifestyle of status quo is a new normal is this young generation. Discrimination is a big issue and I am sure it is one of the major causes of bad customer service.

    • ha!

      September 30, 2014 at 3:30 pm

      I feel your pain sis, deep down inside like say na me Amaka dis like that…

    • Que

      September 30, 2014 at 3:50 pm

      Woww….I feel so bad, and it didnt even happen to me…. hmm…I will hunt d boss to make a complaint in such situations…. thats after I remind the sales girl that even her salary cant buy d shoe, so there’s no need for d attitude! #boiling!.

  53. toby

    September 30, 2014 at 3:14 pm

    Oya let me share my own.
    My first advice is that if you have any money you NEVER want to spend or keep tille eternity, Please open an account with ACCESS BANK, especially the one in Alausa and i can guarantee you, your money will never see the light of day. I have never spent anything less than 45 mins on the queue for ANY transaction whatsoever.
    Next is ShopRite in ICM, Alausa. Oh dear lord, those girls and boys that are cashiers are TRAINED in the art of rudeness. The other day I went to buy something, my change was 15 abi 20 naira, u know how they like o chop person change na. The cashier expected me to leave it, I said lailai, and guess what the boy did, he gave me my change alright…IN COINS. I was livid! he clearly did it on purpose cos I did not want to leave my change for them. I waited o! and I raised hell and brimstones, not because of the money but because of their terrible tone and attitude. By the time I finished ehn, the boy called one of his superior to borrow him 10 naira note and added the remaining change. I made sure to give the money away too to a stranger, useless peopo

  54. Personal Assistant

    September 30, 2014 at 3:17 pm

    When I am about to leave the house each day, I remind myself that there is always dat sombori (in Mz SAs voice) who is determined to make you have a bad day. This sombori can be Customer service reps, bank tellers, waiters and waiteresses, all road users including passersby. When i encounter any of these people, I just laugh within me and tell myself if only this person knows that I am a beautiful thug who grow up on the Streets of ……. We dey buy trouble from person but then you no reach to make me vex. and I go waka leave you.
    But then some of us (clients), our own too much. We leave our houses determined to make someone miserable just as we are. Its a two way thing sha though most times the clients are always at the receiving end of the BS

    • Mz Socially Awkward...

      October 1, 2014 at 10:37 am

      My “dia”!! One needs to leave one’s house in the morning, casting and binding those “someboris” in advance. In the sage words of my PH skillet-for-life “No be your own fit pain me pass. If you know the kain important things wey dey my mind now, you go know say I no dey even see you as you dey my front…”

  55. honeyposh

    September 30, 2014 at 3:20 pm

    mine was Arik o, i went with an expatriate colleague of mine to calabar,lemme just forget d kind of stiff hard buns dat can crack a wall served and called cake.on returning to Lag, flight was for 8am, we quickly left hotel and rushed to the airport, on getting der, was told the flight was changed to 11am, no apologies o, we waited ,den was changed to 3pm again whatttt, i was mad.at long last the so called flight came by 4:30 der about, only for the pilot to announce dat we were going thru uyo, after which we got to uyo airport, the next thing dat happened made me lose all respect for my country, just saw a crowd of people running towards d plane and sitting randomly, i had to pinch myself to make sure i wasnt in molue…God, i prayed all tru and wen we landed i was still shaking

    • TA

      September 30, 2014 at 6:01 pm

      @ honeyposh that’s Arik Air for you. Rubbish is what they serve in place of customer service. Very useless airline.

    • Shalom

      October 1, 2014 at 9:10 am

      LOL… oh my days indeed you had to pray besides those running for the plane.. only in Africa….
      you reminded me flight experience. This was international flight …. from motherland to yankee..
      Check in time on the ticket… the desk wasn’t even open… They started announcing in the airport this is African time…. Obviously it was an African flight…. The flight was over 6hrs late and we were told when we took off they are diverting the plane to pickup passengers… I intended to pray all the way through in the midst of prayx God gave me sweet sleep. Passenger next to me had to wake me up that I should eat to avoid cramps. as I ate started praying again and fell asleep. chia….
      For my politically correct I stated Africa /Motherland not to disclose …. still ashame God help us….

  56. 007

    September 30, 2014 at 3:22 pm

    LOL…….Nigerians in Nigeria being rude is almost a norm….the hair-ripping one is when Nigerians have the same attitude in their businesses OUTSIDE Nigeria.
    i went to buy “ugwu” from a Nigerian store in London, it cost a pound and i had a 5pound note….the woman very rudely goes “i don’t have change oooo, you know its one pound and you come with 5pound abeg next person”….I was stunned is the understatement of the century…..

  57. Personal Assistant

    September 30, 2014 at 3:49 pm

    How come nobody has even mentioned the civil service commission at all levels?

  58. aisha

    September 30, 2014 at 4:18 pm

    Isio lovely write up..Honestly Service in Nigeria is very poor and the people see absolute nothing wrong with it. From the eatery, banks, hospital even cab drivers…They believe they are doing you a favour even when you are paying for it. Absolutely rubbish!

  59. S!

    September 30, 2014 at 4:21 pm

    I went to Silverbird one blessed day to see Hercules. Bought 3 tickets only to go & find out the cinema was full. Went back to the counter & complained, they said there were still seats that I should go back, I told them I wasn’t going nowhere, how would I come with 2 ppl & not seat with them, insisted they give me a new movie.
    Let’s Be Cops. The cashier said I should give him my ticket subs, I did. He gave it to his colleague & said I should follow him to the hall. We did. Got there, the colleague explained to the ticket lady our predicament and returned only 2 subs to me. Time to enter the lady said I can’t because I have only 2 subs. Told her her colleague collected it from me and returned only 2 & he had already told you to allow us in. She no gree. Movie don start oh. Omo, to say I was fumming that day would be an understatement. Went back down and brought they guy who sold me the tickets, he confirmed my story, she still no gree. I told them to give me back my money before I was let it. Is it N1,000 worth of ticket I’ll lie about?
    Sometimes I don’t blame people that just go and open fire on ppl, Jah knows if I had a gun that day, someppl would be in hell by now.

  60. Pat

    September 30, 2014 at 4:41 pm

    I love this article. I am going to digress a little. I am going to touch on tipping in the western region. Please when did it become mandatory for one to always tip a Waiter at a restaurant or delivery guy/woman? I do not have a problem tipping and I do not tip every time. I only do it when I feel like. I remember sometime back I placed an order for delivery at a restaurant and the delivery guy showed up and was about walking away with my change and I asked for it, he gave it to me and then said “I work for tips” Shuo! I told him “I work for my money”. When you check the total amount on your receipt you have been charged with what you ordered on the menu, nothing comes free, you have to pay including tax and/or delivery service fee. And when you eat in some restaurants they charge you service fee. For me personally, I give tips just as a kind gesture or just to reciprocate one’s kindness. But what pisses me of is when this waiters and delivery service guys see it as an entitlement. If u work for tips that is your problem. When you applied for the job, you applied as a Waiter/ Delivery service guy and accepted the wages that comes with it. Its not my fault if you are not been paid well which they use as an excuse. Did I force you to take the job. There are many people that are not been paid well working in organizations and they don’t ask for tips. Do teachers ask for tips? I work too and I don’t ask people for tips. My income is taxed too so if I give u free money its an act of kindness from me not an entitlement. Why should I the customer fill in the gap for your employers lapses. Go face your employer not me . Did I force you to take the job or did your employer force you? Its just as ridiculous as me saying I should get tips as a customer for using your restaurant/service. Besides the money customers spend at the restaurant goes into the wage of the workers. In a nutshell tips is suppose to be a voluntary gift to the service workers who do a good job. Though, I heard in Japan there is no tipping because it considered an insult.

    • D

      October 1, 2014 at 2:22 pm

      I am a firm believer in tipping and it is obvious you have never worked in the food business so let me just say this, THEY (Waiters and Waitresses) in the Western world live off of tips. This people are paid little or nothing because they are expected to make tips and so that is already taking into consideration when they are paid so no tip means no $$$ to pay bills so when the delivery boy ask you for a tip, he needs it. Now I with hold tips only after I have had a terrible service and they usually know and will not bother to ask. I tip even in Nigeria I mean really how much do this people make? we know human beings are one of the major resources in Nigeria what do I mean? More people than there is money or work. So working conditions/pay are not usually the greatest for people serving you food. So I tip them. We encourage our parents to tip as well and smile and be nice and that opens doors. People will always remember how you made them feel. I remember going to a buka in Ibadan with my mum, this waiter just seem to be having a terrible day, broke the dishes of the table beside us with their food so had to get them another plate of food, You could tell he was nervous when he came to our table, we smiled at him and all then I told my mum to leave a tip but she would not ” said it was not Nigerian” I took money out of my pocket a told my mum to give it to him (he was way older than I was so I did not want to give him the money myself) which she did. O boy this grown man started to cry and bless my mum. I don’t know his story but I sure hoped it made his day a little better. So please tip, I have gone to dinner with Nigerians here and they will not tip. WHY????? I think that’s just rude and inconsiderate but again maybe we are just not educated about how the food industry business works in the western world or we don’t just want to know.

    • Q

      October 1, 2014 at 11:03 pm

      Hey Ms or Mr D….

      Your arguement does not justify tipping as a ‘right’!…. The purpose of business is to make profit, and it is the company/industry’s responsibility to ensure that they take care of their own! EVERYONE you pass on the road has a story to tell, except that they are not serving food, occasionally with pitiful looks…I am personally yet to meet an employee and even employer who will agree that their salary is enough….. . Should we encourage Charity…Yes!, Should we encourage good service by tipping…Yes (by volition)… Should we institute tipping as a birth right cos your company pays shit….Hell NO,!

      The person you’re serving just might have scraped his last few dollars to enjoy a good meal to make himself feel better about life…; all he might have to offer is genuine thanks for your effort….. but cos he managed to pay for food, you assume he has extra that you did not put in his pocket…. Mba nu!!

      I’m sure if there’s widespread proactive protest about thir pay, the business owners will sit up….What part of your employee not paying you is right enough to make my not tipping so devilish??? I can bet that the underpaid staff have been lazy about protesting and refused to change the status quo pay cos they can get by on harrassing customers….. and you want me to applaud that attitude…Naaahhhhh! Not werking!

  61. makeupbyebi

    September 30, 2014 at 4:56 pm

    lol at the commentaries! well i would have loved to give my experiences as many as they are but cant ! will be too long and at some point become depressing ! since its about bad customer service in 9ja, how abt we look at the public transport service? hmm? d danfos and the kongi buses oh and the brt? lol … i tot so.. lmao

  62. Tina

    September 30, 2014 at 5:37 pm

    The problem about customer service in Nigeria is notthing to write home about,the same with Nigerians abroad from hairdressers to restaurants and etc etc.

  63. babygiwa

    September 30, 2014 at 6:31 pm

    We don’t have customer care in Naija o, all we have is customer haters. Mtn has been good to me though, FirstBank Akoka and Unilag, kudos to you guys. FirstBank Ebute Metta wud av been praised but for that ‘attitude giver n sicko of life’, bad teller with a badder attitude sef. DSTV should we still call wiv our money upon all the money we are paying? Continuu till you get serious competitors. Olaiya restaurant is oneof the biggest and most expensive restaurants but the female attendants are just plain rude while some of the guys are nice. Silverbird cinemas VI, y’all are just awesome and then I don’t like how I’m expected to tip wait staff when I’m outside Nigeria. I’m gon tip you if I want to, not becus it’s the ‘norm’. What rubbish norm? Mtchewwwwwww

  64. babygiwa

    September 30, 2014 at 6:32 pm

    *Olaiya restaurant in Unilag

  65. vashti

    September 30, 2014 at 6:40 pm

    Dear Isio,

    Please collaborate with BN to put up a link with a spreadsheet highlighting the relevant Service Providers in Nigeria and our experiences with bad customer service. This can just be a periodic report that is published widely with support from the Consumer Protection Agencies. This space is too small and can crash BN website if we are asked to write down our experiences.

    Has anybody ever had a sales person willing to return your purchased items just because she didn’t have change to give you?…let me just say it was just too much hassle for her to look for change. How many businesses have closed up due to poor management and bad customer services.

    I just had this discussion with a friend yesterday who was thinking of investing in setting up an establishment that will help train Nigerians on customer service. I blatantly told him not to waste his money, the customer service culture is alien to Nigerians. However on a good note I noted that the probable scenario would be to target certain ethnic groups in Nigeria who have good service traits in their genes, identify them and train them with the relevant skills. Employers will be willing to pay/hire them to work in their establishments at whatever costs.

    • Solape Olabintan

      October 2, 2014 at 5:20 pm

      I’ve had to drop my purchase countless times due to lack of change, not to mention d abuse from bus conductors when you don’t have the exact figure for your fare.

  66. Tru

    September 30, 2014 at 6:52 pm

    What I would like to know is, Why are we so darned angry in this country?? “Happiest people in the world” my foot.

  67. Shadie

    September 30, 2014 at 6:56 pm

    The one that gets me are Shoprite and Spar supermarkets, they price their goods to the kobo and when everything is totalled up at the end of your shopping the cashiers will just shove any change they feel is appropriate and tell you we don’t have change with a straight face and give you attitude when you kick up a fuss and insist on your complete change. They like haba Madam it’s only 10 naira and am like,well, if my money is 10 naira shot I would not be allowed to walk out of the store with whatever I bought until i pay the right price,so what makes it right that you should short change me. Damn! if I want to dash you money let it be my choice don’t open my wallet and help yourself to my hard earned money whatever the amount. The worst is that other customers in line will look at you like you own poverty plenty but to me it’s the principle of it. Do not steal my money and disguise it as I no get change Ma that is wrong on every level and we as a people should not encourage it.

    • Ety

      October 1, 2014 at 4:50 pm

      Shadie, you took the words right out of my mouth. I was going to say I don’t know which is worst – the attitude of service providers when they fall short of what you paid for or the attitude of the people who witness the incidents, but I must confess that while the former makes you want to break someone’s jaw, the latter frustrate you. It’s frustrating when you hear fellow human beings like you make comment like: how much be the change sef, must she shout etc Jesus! And when they’re the ones faced with such unpleasant situation they come crying to you and expect someone to come to their defence, yuck! I’ve often said if you don’t have somethg constructive to say that can help someone in a bad situation then it’s better to keep quiet. But these experiences have made me kinder to people cos each time I recall somethg that was done to me that made me want to cry, I search myself to make sure I’m not found wanting..

  68. nene

    September 30, 2014 at 9:43 pm

    i had a friend who went to a “foreign specialist” dentist in abuja, and came out with nerve damage. he ranted and planned to sue them, then they begged him. he ended up asking them to pay him in dollars. that’s how he pocketed 3000 dollars. nerve damage is painful, so he deserved that money and more.

  69. Noms

    September 30, 2014 at 9:44 pm

    Welcome back, Oniovo!
    I didn’t want to comment because I didn’t know where to start. I was busy digesting the comments when I bordered a keke @ my bus stop-Ilaje to Abraham Adesanya Estate ooo, the Keke the passengers were complete and the driver abi na rider was nowhere to be found. A passenger asked a guy standing some meters away if he knew who the owner was and the guy said no. About 5mins later, this same guy came in and said he owns the keke. We were all attacking him and the only thing he could say was that he was looking for his phone charger and hadn’t seen it when the passenger approached him then and if we are so much in a hurry,we can come down.
    I nor fit cry. . . I was sooo tired. I just told him to shut up if he has nothing better to say.
    Is it the bus conductor you tell you have 1k note before entering his bus(to avoid argument) and he says enter,only for him to pair you with 1 or 2 other persons @ U̶̲̥̅̊я bus stop? Na only ♍ƺ D̶̲̥̅̊ε̲̣̣̣̥γ̲̣̣̥ enter keke n bus here, no wahala! Lol

    All this Arik+Aero bad service,by the time I start to use their services,their head go don straight. Soon sha cos I still D̶̲̥̅̊ε̲̣̣̣̥γ̲̣̣̥ fear dana !
    I went for a training and 1 of the topics was customer service- Choii,the lady @ the reception of the facilitating firm was plainly RUDE and every1 who attended the training had the same experience with her which we shared with the facilitator. She was asked to join the training @ the end of the day-with her strong face.

  70. Tamidee

    October 1, 2014 at 12:19 am

    I cannot begin to recount my bad experiences with bankers, sales girls/boys, taxi drivers and all. whilst i was in Nigeria. However, one experience i can never forget was the one i had recently here in Canada. I went to do my groceries and because i had so many stuffs to buy, i had to opt for a cab. Here in Canada, majority of cab drivers are brown guys…Indians, Pakistan, Bangladesh and all….So anyways, this cab driver came to pick me…at first he sat down inside the car without even offering to help me load my groceries in the boot( i no even mind, at least he no send me) few minutes after, a man came and asked me if the driver was inside the car, seeing me struggling to lift the heavy bags.. I dnt know what he told the cab driver, this yeye cab driver sha came out only for him with annoyance start throwing my groceries inside the boot….I was so pissed and i told him to back off, not needing his stupid help…..That went….I had to return my cart and i told the guy to wait before i knew it the silly man had drove away from the spot i left him and what that means is that my cab fare has started counting when i never even enter….Oh Boy !!! i was so angry and i gave him the word of his life( mo fun ni oro aye e……nonsense and rubbish) The cab driver knew he met his match that day. There and then, i made a complaint to their office and immediately he was asked to come to the office afterwards.

    • TA

      October 1, 2014 at 6:58 am

      @ Tamidee, your experience reminds me of my encounter with a really rude taxi driver in Lagos. Taxi drivers in Lag (especially the’ baba’s)are typically very polite. But this middle-aged man was so freaking rude,I greeted him when I boarded the cab,he mumbled a reply. He turned on the radio very loud to a Yoruba station,since I had a headache, I politely asked him to turn it down a bit. He ignored me,I asked again and the man told me’ This Na my motor nor tell me wetin I go do’ I was dumbstruck! The loud Fuji music continued while my headache got worse. You may wonder; Why didn’t I just disembark from the taxi? It was a really hot day and I had spent more than 45mins waiting for a taxi after getting my hair done in Surulere. Besides,we were now on Apongbon bridge notorious for being a really dangerous spot with robbers milling around in broad day light. There and then I decided on what to do to the taxi driver. When we got to my destination. I opened the door and dropped his fare on the road and walked away without shutting the car door on my side. He had to scramble down to pick his money from.the road while yelling’ Were,Ashawo

    • TA

      October 1, 2014 at 7:06 am

      *accidentally posted my comment before I finished typing. Concluding part of my gist*- I totally ignored the taxi driver and walked into the house I was going. The passive aggressive method was the only way I could have dealt with that extremely rude cabman. Like I said before; this Edo gal will not’ Chop shit’ when am paying for the service. No time for picking rotten mangoes! 🙂

  71. cos I say so

    October 1, 2014 at 7:26 am

    AIRTEL CUSTOMER SERVICE,ANYONE???
    I started using an airtel line a while back and I must say that their online customer service is the yuckiest and crappiest ever
    It’s as though the staff are barely literate,its very obvious that they were not properly trained… how can they even gamble with something as important as customer service,especially as it is online???
    It’s so bad that if your complaint goes on for too long,they cut you off and they don’t bother to call u back and that’s obviously cos they are trying to meet deadlines but wats the point of these deadlines if they are not solving problems
    Other telecommunications at least try to maintain professionalism… they NEVER hang up on you… like NEVER!!! On the rare occasion that u complete a conversation with them,they don’t even let you at least say thank u before they hang up the phone on u… kilode,are they flogging u???yes fine,u are given a target of calls to pick but I think there should be a target of problems u solve or at least try to solve nau… haba
    The staff barely speak well,if you are too angry for their liking they cut the phone on you and they hardly resolve your queries… I mean,who does that?
    I’m so bitter and disappointed at their service
    A word of advice… Airtel even if you are cutting cost; enough revenue should be allocated to the training of staff for customer care!!!
    Take a cue from ur competitors

  72. Shalom

    October 1, 2014 at 8:40 am

    Oh Bella Naija and Isio…. shout out for this. Yesterday… oh my days… customer service from this particular gymn ekeh ohhhhhhhhhhh…. I said I should keep this to my self and not talk about it. but having come across this article. hit to the point.
    Please this bad customer service isn’t only in Nigeria. It is here also in London oh.
    For no reason I decide to dress in a suit today coz it was cold. So I looked smart. I went in to gym where I have sign up for some classes. Being not a member. the procedure is to hand over ID for you to have towel and locker key. I have to note the gym is suited in predominately ethic minority area. So I understand that this should be my people na….
    So when I usual meet my chocolate brothers who will go through the due process ask the necessary questions and hand over the items to me.
    Yesterday it was a vanilla guy over sabi “manager”. (I am not aware if he was manager but he looked like he wanted his presence noted) I walked in handed over my ID. His approach was poor. In front of me he barked at another customer.
    I handed my ID and he was like are you a member of the gym. I said No. Are you here for classes I responded Yes. when you come in you should tell us you are here for classes. I just looked at the guy… He refused to hand over the towel and locker key and repeated his last statement again.. I just responded ehmmmmmmmmmm. I wasn’t going to answer yes to this poor representation of the establishment. When he repeated his last statement his colleague was shocked startled and stopped doing what he was doing and looked at him.
    I wouldn’t be handing my ID if it wasn’t their procedure in the first place. Is it too much for you to ask a paying customer. You know what wouldn’t be signing there… mshewwwwwww

    As for poor customer service with some Africans… I noticed that in an environment where there isn’t fear (fear of loosing job or selling a wrong item) or being mistreated. This could be a lot equally entailed being exploited.
    If the Oga is not there supervising….. these workers just use their short sightedness and run the place like “any how”……
    If the Oga is also fair when mistake is done there is room for correction.

    Isio this is drama oh! they are not insulting your intelligence….? lool abeg there should be a movie… I didn’t know people can be that creative… lol…:) haba wonders shall neva end…

  73. Grace

    October 1, 2014 at 10:28 am

    Na wa ooooooo. Hnmm Jeeez reading people’s comments got me thinking. To be honest I don’t think customer services is the problem here because this rotten behaviour seems to cut across all industries in Nigeria itself.

    The problem is Nigerians. Their behaviour and attitudes to each other is what reflects even at work and with customers. Our country in general does not have respect for human beings and the human life. They only want to respect those who are rich and influential. If this country continues this way no matter the progress we make in customer services it will not last because the problem lies in the mindset of the people. Another problem is that many Nigerians don’t like to change even for the better. A lot do as if they know too much and I have found that what they know is even wrong.

    For many of us who lives abroad have we not seen the difference when we travel to developed countries the general atmosphere of the people encourages progress which is different from the harsh and inhuman treatment we get in Nigeria? And everyone is respected equally from poor to rich every life is important. Even this our bad behaviour reflects also in our marriages too. Abeg too much shades of rotten behaviour every where. I just make up my mind to be the difference I want to see. So all change I want to see starts with me. we are not the only country who are poor. I dunno if it’s what making a lot of Nigerians behave like they have mental dyslexia.

    My experience with Nigeria house in London made me realise that it’s not the country but the people.

    • J

      October 5, 2014 at 6:20 am

      true went into African restaurant… in London. and the waitress was so nervous I had to point out the menu for her… she behaved like she was illiterate. but my concern is I hope she’s not being abused/maltreated… I really feel for her… I decided to return when I knew the boss will be there.

  74. Adeola

    October 1, 2014 at 12:25 pm

    Lool Isio…those are some funny moments. I can’t recall any bad service, most has been average and bland…but I think the best so far for me is konga customer care line, those people are polite

  75. D

    October 1, 2014 at 1:54 pm

    I used to be one of the people that would complain about customer service, I mean rage and all and yes I have received terrible customer service both in Nigeria and outside of Nigeria. Outside the country it is easier to deal with as you can complain and it is most of the time taken care of. So I see we have over 100 comments about terrible customer service and not one person on here as admitted to being that bank teller or the customer service rep with the telecommunications company that dishes out bad customer service. I am sure they visit BN. Anyway, like I said I used to be one of the people that complained until I watched a new friend of mine at work, this girl will take a grumpy, mean spirited, foul mouthed individual and make them a butt kissing individual to her not by raging but treating people the way she wants to be treated. B, does not have many friends but everyone thinks she loves them, I have watched grown women cry when they realise she does not consider them close friends like they do her. What do I mean? she smiles, converses with you (might not be listening to your answers) but she will make you feel special that at the end of the day, you are doing her favors past what she even came for. So my last visit to Nigeria and decided to try that, I use a certain Bank and every single time I have been there prior to this time, I have left with a migraine from having to yell at someone because of bad customer service, the truth is I am always expecting bad customer service in Nigeria so I go with that frame of mind and ready to react. This time around though I knew customer service was still bad but i decided to smile, make conversation and it worked!!! it worked like magic. Mind you the teller that attended to me just had a yelling match with another customer and was in bad mood but I smiled, asked how she was doing. She needed a photocopy of my passport instead of telling me to go do it and come back, she got up and did it for me. My mum saw me and was shocked and I told her this, we need to be the change we want to see. I don’t know what sort of day the teller or TFC/KFC person might be having (Not that that’s an excuse for bad service) but before I complain about bad service, I should make sure I am giving good customer service to all I meet. And this worked too with custom officers in the UK recently, you know this custom officers will just strong face like someone shit but this time around I smiled and conversed at the end the officer was so nice and friendly and went above and beyond for me. There are people that will still treat you poorly despite the niceness but 90% of the time, people are forced to be nice when you are nice.

  76. hiphey

    October 1, 2014 at 4:56 pm

    Bad customer service in Nigeria is one of the common maladies that irks our society…most times when i encounter rude customer service agents i just walk away for my own sanity ni o.
    Anyway the most memorable one i had happened at a bank in Ilorin.. i went in to deposit money.
    There were 2 tellers taking deposits one just sat there writing God knows what while we stood on the queue waiting for our writing lady to look up and calls on us. the lady in front of me could not wait any longer and goes to her and says please i want to pay in.. and she barks back at her cant you see that i am busy and then turns to the other teller speaking loudly in yoruba.

    anyway it is my turn and i get the unfortunate blessing of our Madam teller ready to attend to a customer now. i had one of the crappiest service that day, she then hands over a paper to me and says sign there…i said where? she says cant you see where to sign on top the paper?

    shooo i was so upset…..i told her off and demanded to see the manager, one of the customer service guys came to placate me and i left after making a little scene.

    I got in to my car and drove off to make my hair, got to the salon and i was giving my friend the gist, i reached into my handbag to get something out and i found a wad of cash that could not possibly be mine. i did my calculations and discovered that i had paid madam teller N50,000 less than i should, i looked at the duplicate teller i discovered i wrote the correct amount i wanted to pay in but mistaken did not drop the whole amount and she was to busy forming attitude to count the money right.. I just smiled my day had just taken a turn for good.
    The silly lady called me after an hour and demanded that i come back to the bank at once. mehn you needed to hear me give her a piece of my “renewed” mind”…i wanted her to have a taste of her own medicine. I told her off in no polite manner, she even had the effrontery to command to come the bank at once, i then dropped the call while she was still stunned and stammering a reply. Someone else then called me in a milder but still commanding tone…. i picked and became a “proper naija customer service agent”.

    After that i got about 3 other callers now pleading that i should please kindly come over or they would come and meet me anywhere i wanted, to which i kindly said no: i will think about it: tomorrow might be more convenient for me etc. At this point the manager calls me begging, i told him that when i was demanding to make a complaint he was no where to be found now that they need me he suddenly materializes. Anyway if they to wanted to see me let the lady call me and apologise for begin bad at her work and for being rude to me. The excuse the manager gave for her was that she was pregnant and having a bad day. i told him i was also pregnant, i have a baby and i am a business owner, i do not lash out my frustrations on my customers that is why am still in business.

    i finally went there when i finished making my hair at about 7pm and dropped the 50k. The manager said to me am sure you dont live in Nigeria because you took the customer service behaviour to personal. (SMH)

    and oh did i mention that a few staff members gave me thumbs up on my way out.

    • Iwa

      October 8, 2014 at 5:06 pm

      PERFECT RESPONSE TO SUCH A NEGATIVE PERSON!

  77. di

    October 2, 2014 at 9:50 am

    choi! naija service providers don do me strong tin so tey…. i started becoming unconsciously harsh in return, not until recently when le boo told me not to let their small mindedness turn me into someone i’m not…so i just do my best to ignore some crazy kinda attitudes that i see almost on a daily basis

  78. BlueEyed

    October 2, 2014 at 11:55 pm

    Bad customer service is an issue that I can’t say enough about, since everybody is on naijas case, let me steer a bit to my experiences in Europe as regards bad customer care( yeah I said it, tbh they don’t always get it right) I have one memorable experience .Was at a BMW car outlet, my friend went to buy a new car, the attendant was so uninterested in showing him around (what was supposed to be her job), worst of all, whenever he asked to see the expensive ones, this white girl would quietly ignore and steer him towards the more cheaper ones( way to size people up girl), when my friend couldn’t take it anymore, he quickly went to his car , brought out his bag load of cash, went to the manager, told him that the most expensive car they have that day, d money in d bag would not only cover but there would be change left to buy another one….my dear people , you need to see how nice this useless girl became when her manager called her in, she nearly went on the floor for my frnd to walk over, but my dear friend was not having it, we quietly left that outlet,to the deep regrets of the manager and went in hind sight to the store opposite (which in a turn of events was so nice,my friend bought a Mercedes Benz (which he originally did not intend to) because of good customer care, safe to say this other worker got his good share of the commission and then some.

    • aj

      October 4, 2014 at 10:38 pm

      good for the oyibo girl! serves her right.

  79. Grace

    October 3, 2014 at 10:28 am

    Another thing is our master and slave mentality many people in nija once they have small money they look down on others and want to turn every one around them a slave. We feel some people are of a certain class because of money anyone who classify people according to their wealth is an enemy of God cos he warns several times that he hates such behaviour where people look down on others cos of money.

    We should try to be nice to those in shops and restaurants and anywhere who are giving us services. Don’t rub it on their faces that you are better than them. I have seen a customer talking down at a cashier for no reason when he was cautioned he said madam I am a customer. I was like dumb much. There was a lot of people the lady was trying to attend to before he came in and he was just being selfish and inconsiderate.

    Even when am somewhere and the person is bringing smoke when its my turn I smile and greet them well ask how work is going and compliment them and before you know it they are doing what I want cos dats how I want it to be.

    May I say we are all the same class of human beings and the other class are the animals from the richest Dangote to the one who can not eat 3 times daily are all same class of human beings. Nobody has level or class more than another cos I don’t remember where God who created the human race ever said so.

  80. Mía

    October 3, 2014 at 10:32 am

    Customer service in Nigeria?…non existent I think.In most cases u’re left to roast in the sun(pulic service) before u’re attended to.
    Banks are top on the list.

  81. Kemi

    October 4, 2014 at 3:56 pm

    I’ll take my time to explain the tale of woes my last visit home, Uba branch had no money in their ATM at 10am Monday money, the rude teller and supervisors acting all oblivious I removed my money to the minimum and left, but their customer complaint office is pretty effective their response got me in cloud 9 I was so impressed. I recomend them just for the fact that you have a channel to demand excellent service. Mr Biggs also has this channel on the UAC website they may not contact you but the next time u visit the reported franchise you see improvement. I get poor service, I don’t know how to rant cos it gets nothing done I simply report to proper Channels and I notice improvement. My worst customer service experience was at the so called grill at the pent event and since it’s not a corporate organization I’m yet to find out who I can complain to. I’m not for bashing I’m for complaining and leaving it to business owners to make amends. We all should try this for a better Nigeria

  82. TeeDee

    October 7, 2014 at 10:21 pm

    Eastern Garden bakery in ph can bring out d demon u hv bin tryin to quietly nurse in u. Imagine stoppin by after worshippin d lord on a sunday morning n d cashier chic looks u in the eyes n says ‘no change ooo, I’ve said it b4, wt dyu want mi to do? Drop d bread na if u need ur change’…Christ!!!! If to say no b onli mouth I get, I for reason to slap her one day….but then, I cannot risk black eye for bread…Dropsbreadnstrollsoffangrily…mschheww!!!!. But serzli, dts hw dey run down hardworkin pples’ businesses.

  83. Akward Guy

    October 10, 2014 at 6:13 am

    Most ladies are the worst culprist in returning calld. Leboo can call you for like 60times a week buh you vsn only call when you need some.

    Its either my way or the highway, Haba bikonu! As for me, if we are dating and you cant return at least 40% of my call, the relationship is good as dead.
    You cant sinply transforn someone who like texting to someone who prefer phonetalk and then judging and classifying them ad serious or Unserious.

  84. Tee

    November 4, 2014 at 2:34 am

    My worse customer service experience was with a call centre agent in charge of data issues in Etisalat. I can never 4get cos she gave me serious attitude and was very rude to me. Her name is Amaka. My best has to be Zenith Bank.

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