TheNigerian Communications Commission, NCC, has challenged GSM service providers in the country to provide functional and accessible customer care help lines which would enable customers to effective lay complaints on services rendered by them.
Director, Consumer Affairs Bureau of NCC, Mrs. Maryam Bayi, threw the challenge at the 63rd edition of consumer outreach programme of the commission in Aba, Abia State.
According to her, this will enable the service providers receive and solve their customers’ complaints with dispatch, thereby encouraging healthy customer-service providers’ relationship.
Speaking on the occasion, with the theme, “Customer care help lines: a veritable platform for effective service delivery”, Bayi, represented by the Deputy Director, Mr. Femi Atoyebi, reminded the service providers that customers were the greatest assets of any organization without which they would not exist.
According to her, a survey conducted by the commission revealed that customer care help lines of the service providers are either not easily accessible or working, and charged them to improve on this.
“Even in situations where the help lines are accessible, the waiting time for a consumer who opted to speak to a live agent remained unending and most often results into drop call.
“And more worrisome are difficulties experienced by the rural consumers who reside in remote locations where there are no provisions for walk-in customer contact centres by the service providers,” Bayi lamented.
