Seasoned Nigerian Customer Service Expert Dr Ilias Aliyu today at the at the Civic Innovation Lab,No 50 Ademola Adetokunbo Crescent Wuse 2 Abuja, launched his book “Understanding Customer Experience in Africa”.
The event brought together stakeholders in the service delivery sectors and the well known Nigerians.
The 130 pages book on customer service deliveries was presented to the public today 26th April, 2019.
Speaking to the press after the event, the author said that the content of the book, dealt with how to the best practice to manage customer experience to enhance both profitability and customers’ satisfaction.
“Among the contents of this book is a topic centered on customers service experience and, how to manage the experience to enhance profitability and foster customer service developments”
Dr. Aliyu, reknowned advocate for good customer service experience, is also the convener of a Consumer Rights group, Save The Consumer, went further to advocate that African customer service deliveries should be developed according to the culture they are operating on and exposed to.
“We, Africans can only operate according to experience and exposure we have, so any customer service development programme plans should be put these into consideration to achieve results”
He added, that consulting expatriates who are not exposed to African ways of life to develop our business and customer service trainings, won’t yield the same results than African customer service experts who understand the business culture of we, Africans.
He seized the opportunity to call on Nigeria consumer protection bodies to be more active to ensure that Nigerian consumers derive maximum satisfaction from the services paid for, and as well tasked on Nigeria individual consumers to protect themselves from exploitation by understanding their rights.
The book forward was written by also renowned customer service and experience expert, Shep Hyken
“Understanding Customer Experience In Africa” is Published by Milat Books, Abuja.
The book is available on Okada books,Jumia, Amazon and other leading book stores nationwide.
Pamela Ogwata Reports.