MEET THE STAFF SERIES

 

We Must nurture Existing Customers and Look for New Opportunities- Bilkisu Lawal Aliyu 

 

CCD: Briefly tell us about yourself?

BLA: My name is Bilkisu Lawal Aliyu. I am a Customer Service Representative in Doka Area Office. I am a graduate of Urban and Regional Planning from Ahmadu Bello University Zaria. I have a Master Degree in Remote Sensing and GIS from Nigerian Defense Academy.

CCD: What are your responsibilities and how do you manage your daily activities?

BLA: My responsibilities as a customer care are mainly to receive and ensure the resolution of customers’ complaints. Once a complaint is received, I channel it to the right department and make sure they are resolved. I ensure both walk-in customers and call customers understand our services thoroughly in order to reduce the complaint flow.

CCD: What are the challenges associated with being a customer Service Reps?

BLA: The Customers Service Unit largely rely on other departments/Units to efficiently discharge its responsibilities and this often pose some challenges; you have to rely on other department to resolve a customer issue and sometimes the staff involve may not see the urgency of the situation or the need to provide prompt resolution to the issues. In such situation, you are caught in between the customer and the staff. This is one of the greatest challenge we are facing as CSRs'.

CCD: How do you ensure fairness in dealing with your customers?

BLA: The first thing I do is to always remember a customer is my friend and as difficult as it may be, I try to put myself in their shoes, show them empathy and give them hope; I believe that's all they want.

They want to know they've been heard and that a reasonable response has been crafted to address their concerns.

CCD: In your own opinion, what do you think can be done to enhance the growth of the Company?

BLA: The Company should know her customers, develop a database that will link customers to the Company’s network. They should nurture existing customers and look for new opportunities to better their services, host educative and entertaining events and give back to the community by engaging in communal activities such as helping the less privileged. 

CCD: Team work is one of the core values of the Company, do you consider yourself a team player? 

BLA: Yes, I do. I ensure that I understand my job role as a customer Care Representative and always embrace change which is the norm in business today; I understand that I must give more energy to communicate effectively with others. In essence, I just say I am flexible and collaborative.

CCD: What do you do at your leisure time?

BLA: Most times, I socialize with my family and friends, I watch movies, read novels or self-development books

CCD: Any appeal or suggestion to Staff or Management?

BLA: The Management should ensure that all communication gaps are bridged between both its staff and customers. Set clear goals and welcome new ideas and approaches.