Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts

Wednesday, September 9, 2015

Why my (2) barbers cannot charge me equally

Credit: Pinterest

Some days ago, I overhead a conversation where a rep of an institution had tried to justify why his outfit was charging its customers a certain amount for services rendered.
He compared his institution to another that delivered far better services than his.

His mistake.

You see, I've got two barbers who are good at their jobs. They both deliver the same services, but the quality of their service delivery, differ.
The first one has an air-conditioned salon, nice sitting area, with newspapers and magazines, and a fully stocked fridge of customers' favourite drinks.
He uses smaller clippers, rather than razor blades in trimming the edges of customers' hairs. Instead of the 'usual alcohol' used by the second barber after a shave, he uses Nivea's after shave. He disposes off the heated towels used on cleaning clients' head before applying hair cream to it. He's got a back up electricity power system that ensures customers are attended to, even when dumsɔ hits.

My second barber doesn't have these investments to enhance his service delivery. He therefore cannot charge the same rate as my first barber.

In service delivery, we are sometimes tempted to charge rates based on what our competitors charge, without doing.a proper homework on improving our services to match the rates we are charging.

Friday, November 1, 2013

Vodafone does listen, no?

In an earlier post, I shared my frustration with the bundling of mobile data on Vodafone Ghana's network.
Last week, after trying to bundle 400MB worth of data -- unsuccessfully (sigh), I realised that my call credit (¢10) had 'disappeared'!
Surprised, I phoned the call center and was assured by the (male) attendant that a report would be made on the incident.
It. Never. Was.
The following day, I phoned again and a female attendant helped me. She also assured me of making a report on the incident -- and she did.



The report was to have my call credit refunded, but it wasn't. I therefore sent a follow-up e-mail.


That worked, because I checked my credit balance later and voila -- full refund had been made!
This rekindles my appreciation of Vodafone's customer service; I pray they continue.

Friday, July 12, 2013

Rivalry among telcos killing courtesy?

Credit: www.valuesphere.com
Yesterday, a couple of my friends and I had to trim a Vodafone SIM card so it could be slotted into a new smartphone. The phone was delivered to us at a location closer to Ridge, and so we decided to visit the MTNcenter (that shares the same building with the Fidelity Bank's Head Office).

That was our mistake.

I approached a lady and asked if the service could be rendered. She asked for the SIM card, took it, and asked that I wait a bit (as the guy who would 'cut' the SIM was attending to a client).
Some seconds later, the guy asked to see the SIM card, whispered, "Vodafone!", and said, "No, I can't help you."

I was shocked.

I thought to myself, "Is this how fierce (and pedantry) the rivalry between the telcos is?" Especially between MTN and Vodafone!. Hmm.

I thanked the guy -- and lady -- and walked out of the building. No long tin.

Consider this scenario:
You are at the Tema (Community 2) SSNIT office, and suddenly you fall ill -- or need medical attention. Should the SSNIT Clinic below the office say because you are not a staff (or relation of one) of SSNIT, they won't treat you?

I understand the service is free. So can't they have a service fee for all those who are not subscribers of MTN, but request for the service? They can. Everybody wins that way, no?

To think that I even purchased their Huawei Ascend Y210 android phone -- which I decoded of course. But I bought it just because of the courtesy with which a  marketing officer of theirs advertised the phone.

This experience brings to mind the banana seller in front of the Bank of Ghana, who refused to sell her ground nuts to me because I already had some bananas on me.

As for me I won't argue o. I only take my 'troubles' away.