Tomorrow was here as today, shinning with promises like yesterday. Gbemisola woke up thanking God for the gift of another day. The day looked extra promising and then she remembered her top-up card gave her issues yesterday. She reached for her phone next to her and entered the code to check her credit balance. ‘What! This telephone company is looking for my trouble oh…they still have not resolved the issue. So if I had issues with my SIM card and wanted a replacement, I would have to wait till next year nau to get it resolved. Anyway today is too beautiful to bother myself about the telephone company this early. What do I have to do today?‘ Gbemisola jumped out of bed remembering her mum wanted her to run some errands. A shower and breakfast were in order. She headed for the car after her stomach had been satisfied and decided nothing was going to upset her even if her line had still not been credited. Gbemisola put on her iPod as she drove out of her compound enjoying the new day. She finished with her errands and she was about to start heading home when her phone rang. ‘Good afternoon, Sorry Good morning. My name is Bankole and I’m calling from the telephone company’. With eyes rolling, Gbemisola responded with a good morning not too excited about the call from THE TELEPHONE COMPANY. She had already said she was not going to think about the company today. ‘Anyway let’s hear what he has to say…he had better make sense o!‘ He went on to explain the package they had available for the subscribers of the telephone company and the advantage of the package to Gbemisola. She listened calmly and allowed him finish his marketing. ‘I really am not interested in what your company has to offer because I am really upset with your company at this moment. So anything you are marketing to me at this instant does not make sense to me.‘ Bankole was literally concerned and he went on to ask what the issue was. Gbemisola narrated her experiences with both Christy and Gbenga to Bankole. She spelt out clearly how upset she was with the treatment she had from Gbenga. Bankole apologised on behalf of both Gbenga and the company. He then said, ‘I would look into the issue for you personally and get back to you in the next 30 minutes. I sincerely apologise again and I do hope this experience has not left a bad impression about the telephone company‘. With Gbemisola smiling, she said, ‘It is okay. You have been really nice and I do appreciate your taking time to check out the issue for me. I am about to drive now and I would appreciate if you can call me back in about 2 hours instead of 30 minutes that you suggested’. Bankole thanked Gbemisola for choosing the telephone company and ended the call. Gbemisola got home and gave an account to her mum. She settled down to rest from Lagos traffic on a week day when her phone rang and she remembered she told Bankole to call her back in 2 hours. ‘Good afternoon ma. This is Bankole speaking. I called you this morning and promised I was going to look into your issue personally. I am glad to inform you that your issue has been resolved and your line has been credited.‘ Gbemisola thanked Bankole for taking time out to look into the issue and informed him she would confirm if her line been credited when she was done with his call. Bankole told Gbemisola she was welcome and launched into his marketing story about the package again. She patiently listened to him; after all he took the pains to look into her issue. When he was done with his explanation she asked if all he said could be found on the telephone company’s website and he gave a positive answer affirming it could. ‘I have heard all you have said Mr. Bankole but I am not one to rush into making changes such as you have explained. I would take my time to read the details on your website and do what is necessary if I am interested.‘ Bankole went on to tell Gbemisola how it would be faster if she activated over the phone with his help. ‘Can’t I activate this package in one of your centres after I make up my mind?‘ He said yes she could but it would be faster with him. Gbemisola thanked him and informed him again that she would rather read the details first. She also thanked him for his personal contribution in resolving her issue and ended the call. She immediately entered the code to check her credit balance ‘At last! My line has been credited. Praise God! I’m free from this people and they are free from me…LOL‘. Gbemisola headed to the living room smiling to share the testimony with her family because it was a testimony indeed. ‘Chai! The telephone company….mo bo lowo won’.
Food for thought: Never think that a call centre person at any level in any company is the best solution to the client’s problem.
*Mo bo lowo won……I am free from them.