The 2015 Nigeria Customer service Awards is scheduled to hold on October 8th at Four Points by Sheraton in Lagos, Nigeria.
The Annual Awards evaluate the standard of service delivery of companies in 32 sectors of the Nigerian economy, among which are Telecommunication, banking and finance, pension administrators,Transportation, courier services,E-commerce,media etc.
According to the coordinator, Dr. Ilias Aliyu, the companies evaluated for the Awards were scrutinized through four criteria. The first criterion, according to him is the nomination of companies by customers/consumers. The NCSA website allows customers to nominate their favorite brands even as a dedicated short code 20822 has been made available since January 1, 2015 for nomination.
According to the coordinator, huge amount of company nominations have so far been recorded. He disclosed that company nomination closed on September 10th 2015.
According to lIias, NCSA also collected feedback of customers who have so far stated how the nominated companies had treated them in their desire for superlative experiences. He said the thrid aspect was that NCSA had reviewed the relationship between management and staff of nominated organizations. This review accordig him was carried out to ascertain how employees collaborate with management in delivering quality service experiences to customers, and lastly, the mystery shopping of nominated companies was carried out. The Mystery shopping was carried out to identify companies that were more consistent in delivering quality service experiences to customers. The final assessment of companies and report compilation is carried out by seasoned service process consultants.
The Coordinator further divulged that ‘’ a quality report covering the assessment criteria(nomination, customer feedback, employee evaluation and mystery shopping) of how winners emerged will be made available to winners in each category. Top three companies in each sector can equally request for their own service standard evaluation report.
‘’The report is important to companies as it helps in evaluating your standards in service delivery. Through the report, companies will see service areas to improve upon as well as service training programs to invest in.’’
He disclosed that one of the highlights of the event will be the unveiling of the 2015/2016 Nigeria Customer Service Ambassadors for the six geopolitical zones. According to him, Nigerians will have the opportunity of speaking up about both the bad and good service experiences through the Ambassadors.
He said, ‘’the Ambassadors will seek compensation for bad services meted out to aggrieved customers. The ambassadors , will above all work hard to reconcile aggrieved customers with defaulting companies.
‘’The Ambassadors will also give out quality service seal to companies that have excelled in service delivery. The GOOD SERVICE IS HERE (GSIH) seal signifies that quality service is assured in the receiving company.
He further disclosed that DHL and KONGA.COM were strong partners of this year’s awards, lauding both company for their commitment to service delivery. llyas said NCSA encourages companies to go beyond lips service and offer quality services to customers.
In celebrating companies that excel in service delivery, NCSA is calling on Nigerians to attend the summit with the title: “Service Delivery in the 21st century”, which will hold on October 8th at the four points by Sheraton Victoria Island Lagos.
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