CONSUMER PARLIAMENT - Finally, The Consumer Gets To Have A Say...

The mission of Consumer Parliament is

TO IMPROVE CUSTOMER SERVICE DELIVERY IN NIGERIA THROUGH CUSTOMER FEEDBACK

By creating an avenue for Nigerians from all walks of life to give feedback on companies and organizations that have had cause to deal with, the companies will ultimately be forced to clean up their act, if they are to be seen to walk their talk...

Customer service has been a challenge in Nigeria for decades. Company employees treat the customer as if they are doing the customer a favour. The situation is worse if the customer service officers think they earn more than the man in the street. The customer has to bow to their lordships before they get the service they paid for.

This issue has vexed me for years, till I finally decided I am not complaining anymore. I am going to take responsibility to be part of the change we need. That is how I came up with the concept of a Consumer Parliament where consumers can come and have a say about any company they had cause to have dealings with, from public to private sector.

This will also serve as an avenue for companies to receive feedback from the public as to how they are perceived, especially in terms of Quality of Service and Customer Service. Some companies may sincerely not be aware of the atrocities their customer service officers commit nor how consumers think of their quality of service, and may be wandering why customers are voting with their feet.

I have voted with my feet many times. I have changed internet service providers, banks, GSM service provider, auto maintenance, you name it, due to lack luster performance and atrocious customer service.

I am tired of walking away. I believe millions of Nigerians are, too. In some cases when you are dealing with a monopoly like PHCN and Co, there is nowhere to walk to, except you have ultra deep pockets. I have decided to stand and fight back, to galvanize Nigerians to hold companies accountable for coming through on their promises.

Ultimately, we will create a hall of fame for companies that excel in customer service and hall of shame those companies that drop the ball big time.

The customer is king. They keep companies alive. No company can survive without paying customers. No sales, no revenue. The customer should be treated with utmost respect. Employers have to drive the message all the way to the front desk. We will assist in that process by providing valuable feedback. It is about time we shape up if we are to stand a fighting chance to joining the league of industrialized nations. It cannot be business as usual. Words are not enough.

Dawn Uko
January, 2009.