Lessons From A Customer Care Fail: My Spectranet Story Part 2

So I talked in my previous post about how Spectranet’s customer care, well, how do I put this politely?

… let’s just say they don’t really care about customers.

And sure, it would be easy to blame the various individuals within Spectranet because let’s face it, people are different.

Some people are nice while others can “jam” you with their car and get mad at you for scratching their car.

But I’m not going to blame it on the Spectranet staff.

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I blame the management.

Now you’re thinking:

“Ahn ahn, Tomi… bet why would you blame the management for what some people in the company did?”

Well, it’s simple, really.

It’s connected to something every customer care person says in the first two lines of  conversation with a customer:

“Good morning, my name is Nkechi from MTN”

“Good afternoon, my name is Tobechi from Ntel”

“Good evening, my name is Engr. So, so and so from Spectranet.”

The formula is “[Greeting]… my name is [insert name] from [insert company name] here.”

That’s basic customer care 101.

In that moment…

The customer care person is not representing themselves, but representing the company as a whole.

And although they may not realize it, that role is one of the most important ones in any company.

How they act can be the deciding factor in whether people choose to buy from your company or not.

As such, it behooves the management to ensure their customer care understand this and are trained well enough to handle that huge responsibility.

In case you’re thinking…

“But Tomi, what if the management actually trained them and they’re still acting badly? Is it still the management that should be blamed? Why will you throw out the whole basket because of a few rotten apples?”

Yes. Yes, I would.

Maybe I’m too “black and white” like that.

But nobody will ask for a bowl of pepper soup if he/she knew someone just dropped two splashes of piss in it.

And yes, the management is to blame.

Because, I don’t know about you, but when someone says “Management”, I hear “The Ones In Charge”.

And when you’re the “ones in charge”, everything is your responsibility.

So there isn’t really anyone else to pass the buck to.

Oh… yeah, the update about my story…

So they said “We will send you a mobile wifi on Monday for you to try out.”

I was like “Okay.”

Note: I didn’t ask them to do this. I made it clear I was happy with my rocky relationship with my MiFi from Ntel, Maya, but I guess they were planning to try and break us up… or turn me into a MiFi player/yoruba demon.

So, Monday came.

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I wasn’t really expecting them to follow through. I mean, this is Spectranet that I know. It’s hard to believe they’d change overnight.

Then Monday went.

No phone call, or text message from the “overly-ginjahd” Spectranet reps.

Well, that’s one way to lose a former customer for ever.

What could have happened?

I don’t really know.

And I can’t really offer up an explanation for a company I don’t like.

Maybe they saw the first post I wrote and got angry (Who cares?).

Maybe Engr. So, so and So felt I was disrespectful of his “Engineer” status in society?

I don’t really give a shit.

But when you tell a customer you’re going to do something, you better freaking do it… or at least have the balls to own up to it and try to fix it.

That’s how you keep your brand authentic, and to an extent, at least be remembered by people for good.

Speaking of which…

I just realized I haven’t fully delivered on my promise to review a couple sites on Nairaland. Shit, now I have to go swallow my own medicine.

I’m going to go now… The Site reviews will be back in effect this week.

Gotta live what you preach, right?

Let me know what you think.

Got any more crazy customer care stories? Should I still hammer and go buy Spectranet just to break it down into little itty bitty pieces and sell each of those pieces off? Let’s talk in the comments.

 

Keeping it 500,

Tomi Joshua

Author: Tomi Joshua

Tomi is The (self-proclaimed) Digital Jagaban.

He is a doctor, certified inbound marketer, student of Digital marketing, and an online business addict. He’s all about leveraging the internet to make money and grow businesses.

His purpose is to show people that their “dreams are possible”. He’s on a journey to prove to the youth that they can be more than just their degree, that they don’t have to settle for the average 9-5 life, and that they can live life on their own terms.

When he’s not busy blogging at The 500 Naira Writer, or working on his other businesses, he’s probably getting “turnt up” and dancing to the beat of his own drum (even in acapella).

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