It is no gainsaying that customer service needs to holistically improve in Nigeria. This is due to the fact that there are too many reports of terrible customer services across the country.
The inadequacies of customer service are clearly reflected in the amount that the Consumer Protection Council (CPC) ordered to be refunded to aggrieved customers last year (2016).
Mrs. Dupe Atoki, the Director General of the CPC, said that the agency ordered erring companies to pay N3 billion, $31,948.87 and 1,406 Euro respectively to consumers as compensation and for the resolution of their complaints on unsatisfactory services rendered and products supplied.
Atoki added that last year, the agency received 5,000 complaints from different sectors and 4000 were resolved. Power/electricity garnered the highest number of complaints while the chemical and allied products sectors had the least.
Despite all the laudable achievements of the CPC, these efforts are just a scratch on the surface. There is more to be done.
Perhaps, to complement the efforts of the CPC, and boost customer experience in Nigeria, resolve.ng has arrived to help.
Founded by Subomi Owo-Odusi, in 2016, resolve.ng is a consumer focused company that offers on-demand customer service to consumers and businesses. In other words, resolve.ng will assist consumers in resolving their service issues with businesses.
Commenting on why he launched resolve.ng, Owo-Odusi said: “Every day, I see more than one complaint about customer service somewhere in Nigeria and it goes to say that we sincerely have a problem and it must be tackled. That’s why we are here, to get it resolved. We want to change the tone of the conversation, making sure customer service is taken a lot more seriously in today’s society.”
Customers/users who have complaints can visit the website, type in the company they want to complain about and provide supporting documents. Resolve.ng on receiving the complaint will contact the business and pursue a fair resolution for all. The service is free.