Dana Air (Nigeria) has been rated as number one

Customer Service

Dana Air (Nigeria) has been rated as number one in Customers Access to Customer Service

“The easier Customers’ reach you the more effective they think your Customer Service is”

Dana Air (Nigeria) has been rated as having the best overall performance in accessibility of customers to its customer service unit by Telephone. With this performance, it means that customers experienced the least of frustration in getting through to Dana Air help desk. This was the findings in the study carried out by customerserviceview.com and AGSIL Consult in the first and second quarters of this year 2011.

Accessibility and responsiveness are two major customer concerns when it comes to the readiness of an organisation to address customer service issues. Accessibility is the ease with which customers can reach a service organisation to address a service issue. Responsiveness is the timeliness and effectiveness of the action taken to address the customer service issue. 

The focus of the study is first on accessibility, which is a precursor to responsiveness and eventually good customer service.

 The more difficult it is for customers to reach you the less you are perceived as willing/enthusiastic to handle customer service issues appropriately.

The study checked on such areas as availability of dedicated lines, functionalities of the lines, timeliness of response and estimated cost to the customers.

This is a continuous tracking study that will cover other industries and sectors as well as other customer contact points.

Details of the study will be made available on request

customersview: Redefining Customer Service

customersview: Redefining Customer Service: "Customer Service is not the same as Customer care I am particularly disturbed when organisations are refering to customer care issues bu..."

Redefining Customer Service

Customer Service is not the same as Customer care

I am particularly disturbed when organisations are referring to customer care issues but generalise it as Customer service. I will like to say that customer service is not the same as customer care. Customer care is "an intervention" that is aimed at resolving issues, placating aggrieved customers or perking customers to make them feel good. Customer service is a lot more encompassing, it is a customer's summation of all interactions had with a service provider at any particular point in time. This ,of course,  include the intervention called customer care. Customer service simply refers to service from the customers point of view or service as perceived by the customers

So you may ask what are the roles of organisations or companies - well they define who their customers are as well as give state their customer service promise, the extent of the fulfillment or otherwise of these promises is what make for good or bad customer service 

Organisations customer service promises will include availability of Quality products / services, good environment, timely responses and delivery, adequate information.

Sometimes when organisations speak of customer service they point to a customer care unit, outlet or post. Little wonder then why majority of the symbols representing customer service are people with headset or people facing computers and answering calls. Customer service, for all it represents, cannot be separated from the very reason an organisation came into existence for.