My Bank SERVED me. They even threw in a few SWERVES. Then I threatened them and someone DELIVERED. I was weak. I succumbed to her partly because of her charming woman powers. Now its SERVICE as usual. The clock is ticking...
Once upon a time I needed a loan. The bank Delivered in less than a week, requiring very little. Even when it came to tracking and paying back the loan it was all so convenient. They were on a roll. Me and my money were good friends, thanks to the bank. Then they started growing. They continue to grow in fact, and like many Ghanaian companies, the growth means they have to SERVE. No time for Delivery, when there's profit to be made. So they started messing about. With me. With my friends. With complete strangers. I was viewing this and getting more and more worried as time went by. I threatened.
A straw finally broke the proverbial camel's back. I had had enough. I stormed their head office and asked one of the two ladies seated side by side about the account closing procedure. The irony was that one of them had just handed account opening forms to a gentleman who was sitting close by. They turned on the charm. I wasn't moved initially. I have held (and in some cases continue to hold) accounts with 10 out of 26 (is that the actual number?) banks in the country. Opening and closing accounts is no biggie. A couple of customers sitting by me were encouraging me to go ahead, one even suggested that I discourage the new guy who was trying to open an account. I just laughed it off. This was MY fight, they can choose their own levels of SERVICE.
She changed tactic. How about I bring my account to her branch so she can take care of me? She really didn't want me to leave. Another customer asked why she was even bothering. She said they get these complaints all the time. With some customers you can tell that they've truly hardened their hearts. With others you really want to make sure they're satisfied. She was ready to do anything to make me happy? Anything? asked the eavesdropping bystander. Don't worry, I can see he's a married man, and I'm also a married woman. He knows what I mean. Damn, she was good.
I changed tactic too; she had already started to win. Her branch was too far away from me to manage the relationship. Their ATMs were becoming frightfully unreliable, and the closest branch to me is 20 minutes drive away. It was really not practical to keep the account, not even including the SERVICE.
She was smooth. Well, she couldn't even close it at her place for me, because they needed certain information on my file from my branch. She directed me to see a particular person at the branch because if I dashed over, I will likely get there after closing time and security will refuse to let me in unless I dropped a name. I laughed. "You're giving me a name because you want me to go and deal with someone who's like u, and they'll just convince me to stay." She laughed back, and denied it. But she had definitely done some fine Delivery. I didn't dash over to the branch, but I did take some time to rethink my decision.
I have since converted to another account type, but I'm now being SWERVED. I am contemplating taking up her offer to move the account to her end so she can take care of me. But the bank is on probation...
Tuesday, 26 July 2011
Mobile SERVICE: Why very few people will ever port...
So the P-day came and went, some people have ported. I personally know only one person who did.
For the avoidance of doubt. Number porting is when you move your number from one mobile network to another, so you get SERVICE (pun intended) from a new provider, but you keep the same number (and network code) as you did on the old provider's network. Imagine you are a certain Kofi Mensah, a citizen of the Republic of Ghana, with a passport that says so. Wherever you go, Finland, Egypt, Albania, Venezuela, you will be Kofi Mensah of Ghana. If you decide you want to change your nationality, because Ghana is a country where you get SERVED, and apply for Togolese citizenship, you will become a new Kofi Mensah, but of Togo. Make sense? [If it doesn't, go and read the technical books]
If you got yourself a different number on another network, you have NOT ported. If you get yourself a new number on the same network, you have NOT ported. If you are wondering about your friends and family who have ported (and not told you yet), there is some melody that plays before your call actually connects, so you can listen out for that.
So why are the numbers so low? Well, for starters, anyone who has considered another network in the past is likely to have registered for a second, third, or up to fifth, number. They've tried the other providers and are probably not greatly satisfied, otherwise they would have just stuck to that one network. For everyone who has multiple numbers, their contacts already have the other numbers. Whats the point of porting your Vodafone number to the Tigo network when you can just tell everyone to stick to contacting you on your current Tigo number.
For those that didn't want to carry around multiple phones, porting provides the convenience of not having to find a way to tell everyone you've changed your number. In fact, if not for the "port" tone at the beginning of a call, they'll probably be none the wiser, and you can hop about to other networks, providing you don't get SERVED on either of them. The question is, where to hop to? There is no real proof that network A is better than network B, or C, or D, or E, and the other ways around. The concept of value for money is quite subjective when it comes to the networks, simply because it depends on what call plan you are on, as well as who and how you contact people. And even if this was the case [that one network shines brighter than the others], while Ghanaians are not especially brand loyal, we are strangely very change-averse. Don't ask me why.
So what is my advice for the new [yet to launch] network provider? You should probably save your money, but if you are insistent: In an ideal world, you have the experiences of five (actually more than 5) providers to analyse and make sure you don't repeat their mistakes. In reality, you will make a lot of the same mistakes. Thankfully, number portability means that instead of getting an extra SIM card, people will decide to "trial" your network by porting there. If it doesn't suit them, they may return, or the lazier ones will stay. But how do you get them to stay? Short of offering free calls across networks, I don't see much hope... and that doesn't make much business sense does it?
For the avoidance of doubt. Number porting is when you move your number from one mobile network to another, so you get SERVICE (pun intended) from a new provider, but you keep the same number (and network code) as you did on the old provider's network. Imagine you are a certain Kofi Mensah, a citizen of the Republic of Ghana, with a passport that says so. Wherever you go, Finland, Egypt, Albania, Venezuela, you will be Kofi Mensah of Ghana. If you decide you want to change your nationality, because Ghana is a country where you get SERVED, and apply for Togolese citizenship, you will become a new Kofi Mensah, but of Togo. Make sense? [If it doesn't, go and read the technical books]
If you got yourself a different number on another network, you have NOT ported. If you get yourself a new number on the same network, you have NOT ported. If you are wondering about your friends and family who have ported (and not told you yet), there is some melody that plays before your call actually connects, so you can listen out for that.
So why are the numbers so low? Well, for starters, anyone who has considered another network in the past is likely to have registered for a second, third, or up to fifth, number. They've tried the other providers and are probably not greatly satisfied, otherwise they would have just stuck to that one network. For everyone who has multiple numbers, their contacts already have the other numbers. Whats the point of porting your Vodafone number to the Tigo network when you can just tell everyone to stick to contacting you on your current Tigo number.
For those that didn't want to carry around multiple phones, porting provides the convenience of not having to find a way to tell everyone you've changed your number. In fact, if not for the "port" tone at the beginning of a call, they'll probably be none the wiser, and you can hop about to other networks, providing you don't get SERVED on either of them. The question is, where to hop to? There is no real proof that network A is better than network B, or C, or D, or E, and the other ways around. The concept of value for money is quite subjective when it comes to the networks, simply because it depends on what call plan you are on, as well as who and how you contact people. And even if this was the case [that one network shines brighter than the others], while Ghanaians are not especially brand loyal, we are strangely very change-averse. Don't ask me why.
So what is my advice for the new [yet to launch] network provider? You should probably save your money, but if you are insistent: In an ideal world, you have the experiences of five (actually more than 5) providers to analyse and make sure you don't repeat their mistakes. In reality, you will make a lot of the same mistakes. Thankfully, number portability means that instead of getting an extra SIM card, people will decide to "trial" your network by porting there. If it doesn't suit them, they may return, or the lazier ones will stay. But how do you get them to stay? Short of offering free calls across networks, I don't see much hope... and that doesn't make much business sense does it?
YOU Got S[w]erved... again
You Got Served!
This was the title of a dance movie a few years ago, with some brilliant choreography, but not much of a storyline. The term appears to originate from handing out (serving a person with) a court subpoena, but in typical American slang, has morphed into something that basically means, "someone better than you has just outdone you!" In less pleasant terms, you just had your arse handed to you, and you can't do a thing about it, live with it! Ouch! I digress...
In Ghana, someone somehow decided that when offering Customer Service, the customer actually should be SERVED. Then this cruel person went and taught this ideology to the entire service industry in the country. The result...
Customer: Waiter, there's a fly in my soup!
Waiter: And so what? You are even lucky it wasn't a roach! Pay up and get off that table so someone else can use it. You probably won't even give a good enough tip anyway!
Ok, well it's not this drastic, but when you're a paying customer, you tend to feel this way sometimes.
Then there's the staff in the Ghanaian service industry who have realised it's not that cool to SERVE customers, so they try hard to approach the situation differently. They SWERVE customers.
Customer Care Rep: Hello Customer Care, this is Ama speaking, how may I help you?
Customer: Hello, your service is currently not working.
Customer Care Rep: Yeah, we have been hearing that complaint all day today.
Customer: But it's not been working since last week, I am losing business!
Customer Care Rep: I am sorry sir, we have the technicians looking into it. Just be patient.
Customer: This is a waste of time. If I hadn't already paid for it, I would have gone for the other one.
Customer Care Rep: I am sorry sir. Is there anything else I can help you with?
Customer: NO. Goodbye!
Customer: Thank you sir. Have a nice day.
Customer Care Rep (thinking to herself): Customer Care? Tweeaa! I don't care. You're on the other end of a telephone line, Ama is not even my real name. What can you do to me? Just move along. Hopefully it will be closing time soon...
You just got SWERVED buddy.
Whether its SERVICE or SWERVICE, it doesn't feel good. A lot of you feel helpless or nonchalant when it happens this way - I guess because you've become used to it.
I am NOT used to it. In fact, I DEMAND good service when I'm paying for it. It doesn't matter if its on special offer, or I am getting it for free. It should be good. When its not good, I complain. I let you know I'm expecting better. If you try and swerve me, I will have to escalate it. Someone higher up knows that the company's reputation and their job depends on EACH satisfied customer so they will work harder at making sure you get good service.
Of course this doesn't mean there are no exceptions that prove the rule. There are individuals in many companies who actually care. Who are considerate, professional and compassionate enough to do what is appropriate, appeasing. appreciable or useful to ensure that the customer is satisfied. The customer may not always be right, but they certainly are PAYING. Let them get some value for their money!
So this blog is about Customer Service in Ghana, the good, the bad, the ugly and annoying. Maybe they will see it, and the inventor of "YOU GOT SERVED" will repent of his/her evil ways. Maybe they won't but we will still have a place to vent our frustrations. I will call out those who SERVE and SWERVE, but I will also hail those who do good. I may have guest blogs, or I may not. You are certainly welcome to comment on anything you wish. I shall use the following terms loosely (probably with new ones joining in):
To SERVE generally means to offer bad service; and do so with the full confidence of knowing the it will upset the customer and showing you don't care.
To SWERVE generally means to avoid offering service at all, either by shifting blame, or pretending that you will do something about it, and not doing so. Either way, the customer has just wasted valuable time interacting with you.
GOOD SERVICE may be used interchangeably with to DELIVER, and generally involves the customer getting what they expect or at least feeling satisfied with the situation. Therefore, if a company's rep helps to defuse a brewing situation or deals effectively with a complaint or just does his/her job, it deserves commendation.
A REP or SERVER or STAFF will be used to refer to any person or group of people who offer service on behalf of the company that employs them. They are the point of contact in that company and their service delivery is what defines our reaction.
The CUSTOMER is the person who is expecting a service to be delivered, often at a cost, no matter how large or small. This person shouldn't be made to lower his/her expectations just because many companies don't care. This person should be pleased, or at the very least, satisfied with the service delivery to the point where he/she would be desirous of paying for it again.
There will likely be older experiences that I will refer to on this blog, and the good news (for my friends who work in any of these companies) is that I will not name the companies. But from hence, any SERVES and SWERVES will be properly called out, including, where necessary, the name of the service representative.
Here we go...
This was the title of a dance movie a few years ago, with some brilliant choreography, but not much of a storyline. The term appears to originate from handing out (serving a person with) a court subpoena, but in typical American slang, has morphed into something that basically means, "someone better than you has just outdone you!" In less pleasant terms, you just had your arse handed to you, and you can't do a thing about it, live with it! Ouch! I digress...
In Ghana, someone somehow decided that when offering Customer Service, the customer actually should be SERVED. Then this cruel person went and taught this ideology to the entire service industry in the country. The result...
Customer: Waiter, there's a fly in my soup!
Waiter: And so what? You are even lucky it wasn't a roach! Pay up and get off that table so someone else can use it. You probably won't even give a good enough tip anyway!
Ok, well it's not this drastic, but when you're a paying customer, you tend to feel this way sometimes.
Then there's the staff in the Ghanaian service industry who have realised it's not that cool to SERVE customers, so they try hard to approach the situation differently. They SWERVE customers.
Customer Care Rep: Hello Customer Care, this is Ama speaking, how may I help you?
Customer: Hello, your service is currently not working.
Customer Care Rep: Yeah, we have been hearing that complaint all day today.
Customer: But it's not been working since last week, I am losing business!
Customer Care Rep: I am sorry sir, we have the technicians looking into it. Just be patient.
Customer: This is a waste of time. If I hadn't already paid for it, I would have gone for the other one.
Customer Care Rep: I am sorry sir. Is there anything else I can help you with?
Customer: NO. Goodbye!
Customer: Thank you sir. Have a nice day.
Customer (thinking to himself): Customer Care? Of course she doesn't care. Maybe if I pray the service will be back soon. I wish I didn't have to prepay for it though, it makes it hard to terminate and move to another one. Dear Lord...
Customer Care Rep (thinking to herself): Customer Care? Tweeaa! I don't care. You're on the other end of a telephone line, Ama is not even my real name. What can you do to me? Just move along. Hopefully it will be closing time soon...
You just got SWERVED buddy.
Whether its SERVICE or SWERVICE, it doesn't feel good. A lot of you feel helpless or nonchalant when it happens this way - I guess because you've become used to it.
I am NOT used to it. In fact, I DEMAND good service when I'm paying for it. It doesn't matter if its on special offer, or I am getting it for free. It should be good. When its not good, I complain. I let you know I'm expecting better. If you try and swerve me, I will have to escalate it. Someone higher up knows that the company's reputation and their job depends on EACH satisfied customer so they will work harder at making sure you get good service.
Of course this doesn't mean there are no exceptions that prove the rule. There are individuals in many companies who actually care. Who are considerate, professional and compassionate enough to do what is appropriate, appeasing. appreciable or useful to ensure that the customer is satisfied. The customer may not always be right, but they certainly are PAYING. Let them get some value for their money!
So this blog is about Customer Service in Ghana, the good, the bad, the ugly and annoying. Maybe they will see it, and the inventor of "YOU GOT SERVED" will repent of his/her evil ways. Maybe they won't but we will still have a place to vent our frustrations. I will call out those who SERVE and SWERVE, but I will also hail those who do good. I may have guest blogs, or I may not. You are certainly welcome to comment on anything you wish. I shall use the following terms loosely (probably with new ones joining in):
To SERVE generally means to offer bad service; and do so with the full confidence of knowing the it will upset the customer and showing you don't care.
To SWERVE generally means to avoid offering service at all, either by shifting blame, or pretending that you will do something about it, and not doing so. Either way, the customer has just wasted valuable time interacting with you.
GOOD SERVICE may be used interchangeably with to DELIVER, and generally involves the customer getting what they expect or at least feeling satisfied with the situation. Therefore, if a company's rep helps to defuse a brewing situation or deals effectively with a complaint or just does his/her job, it deserves commendation.
A REP or SERVER or STAFF will be used to refer to any person or group of people who offer service on behalf of the company that employs them. They are the point of contact in that company and their service delivery is what defines our reaction.
The CUSTOMER is the person who is expecting a service to be delivered, often at a cost, no matter how large or small. This person shouldn't be made to lower his/her expectations just because many companies don't care. This person should be pleased, or at the very least, satisfied with the service delivery to the point where he/she would be desirous of paying for it again.
There will likely be older experiences that I will refer to on this blog, and the good news (for my friends who work in any of these companies) is that I will not name the companies. But from hence, any SERVES and SWERVES will be properly called out, including, where necessary, the name of the service representative.
Here we go...
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