HOW EFFICIENT ARE THE CUSTOMER CARE REPRESENTATIVES OF THE NIGERIAN TELECOMMUNICATION INDUSTRY? CASE STUDY ON AIRTEL 2


Again, I ask, how efficient are the customer care representatives of the Nigerian telecommunication industry? Airtel as case study again. Simply say, an efficient worker is someone that is skilled.
This would be the second time I am asking this question on this blog.

For days now, I have stopped recharging my airtel line and I have stopped using it to make calls (whereas, the airtel line is my major line) because I noticed that anytime I recharge my line, they are quick to remove my money. Meanwhile, It is hard making complains as their customer care line “111” is quite difficult to reach. Getting to speak to a customer care representative on that their care line is really like an herculean task, which I think is ridiculous. There should be no special ceremony on the code customers should press in order to be able to speak to a customer care representative- but that is how it is for Airtel.

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So, after so much trials, I was finally able to connect to one of Airtel’s customer care representatives. In fury, I complained about how they had been removing my money without any reason anytime I recharge my line. Infact, the reaction I got from the lady was appalling. She threatened to hang up on me. At that moment, I had to just calm myself, because I knew what it took me to finally reach them.

You won’t believe that in the few minutes I explained my dilemma to the so called customer care representative, she never explained to me why they were removing my money. She ended up solving what she felt was the problem instead of what I complained about. Mtchew- Rada rada perin!

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Author:

Born in the 80’s, Ogefash picked up writing early in her secondary school days at International School, Lagos. She took it professionally after her university days at the University of Lagos where she graduated from the Department of Mass Communication. She is a writer of several short stories some of which have been published in the magazines. Some of her popular stories are: A Night to Remember, The Special Gift, Haunted, Preparing Ahead of Time amongst others. Her novel "Looming Danger" published in December 2015, was highly recommended by people. She has worked with several media outlets some of which are Spur Magazine and Upcoming Magazine. With her love for children, she took up the task of supervising and taking care of children at the After School Department of Heritage School before her resignation. Her unique strory telling and song teaching skills endeared her more to the kids she worked with. Oge is a goal getter, a pace setter and always strives for excellence. She likes to impact and solve problems in a creative way in a challenging position. She has in-depth knowledge in reporting and editing. She is a seasoned writer and very passionate about her work. Interestingly, her blog is the first in Nigeria to start reviewing Nigerian and foreign movies and also write the plots scene by scene. Ogefash blog is also the first to give a detailed analysis about music and artistes in Nigeria and abroad. Ogefash says "I don't keep male friends because they always want to have sex with me. I don't keep female friends because they are always bitchy and envious. I only keep people I can call more than a friend!" Ogefash has an affinity for TV reality shows. In 2018, she represented Nigeria in the PanAfrican TV reality game show "The Maltavator Challenge" powered by Nigeria's number one malt drink packed full of energy giving vitamins B1, B2, B3 and B6;Malta Guinness. The show brought together four African countries Nigeria, Ghana, Ethiopia and Coted'ivoire who competed for the grand prize of 20,000 dollars. Undaunted by any task in her field, Oge is highly energetic and creative. She is a rare gem and a gift to this generation.

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