Let’s be real. In Nigeria today, running a business is not easy. There’s constant hustle, tight competition, and customers who want value for their money. One thing that can help your business stand out, even in this tough environment, is customer service.
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Yes, good customer service can make the difference between someone buying from you once and someone coming back again and again. It’s not just about selling — it’s about building trust, respect, and strong relationships with the people who support your business.
Let’s break it down in a simple and human way.
What Is Customer Service?
Customer service means how you treat your customers — before, during, and after they buy from you. It includes:
- How fast you respond to messages
- How you handle complaints
- How polite and respectful you are
- How you follow up after a sale
- How you solve problems
It’s the little things that matter. A smile, a kind word, or even a simple “thank you” message can make your customer feel special.
Why Is Customer Service So Important?
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Customers Remember How You Made Them Feel
People may forget the price they paid, but they will always remember how you treated them. Imagine you buy something online, and the seller is rude or ignores your messages. Will you buy from them again? Most likely not. Now, imagine another seller who is polite, helpful, and follows up after delivery to ask if you’re happy with the product. You’ll not only come back — you’ll tell your friends too.
That’s the power of good customer service.
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It Builds Trust and Loyalty
In Nigeria, many people are scared of buying online because of scammers and fake sellers. If your customer service is excellent, people will trust you more.
When customers trust you, they:
- Come back again
- Tell others about your business
- Forgive small mistakes
Trust is like gold in business — and it’s built through consistent, kind, and honest communication.
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It Helps You Stand Out
Let’s say you sell hair products, and 50 other people sell the same thing. Why should someone choose you? Sometimes, it’s not about the product. It’s about the experience. If you always respond on time, speak nicely, offer helpful advice, and solve issues quickly, people will remember you. That’s your advantage.
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Happy Customers Bring You Free Marketing
One happy customer can bring you five more. They’ll post your product on Instagram, tell friends, and recommend you in WhatsApp groups. This is free advertisement that even your money cannot buy. But this only happens when they feel good about how you treated them.
Common Customer Service Mistakes to Avoid
Now let’s talk about what NOT to do. These things can harm your business badly:
- Ignoring DMs or WhatsApp messages
- Being rude or harsh in tone
- Arguing with customers online
- Not apologizing for delays or mistakes
- Ghosting after payment
You may be stressed or tired, but always try to keep things professional and calm. One bad review can chase away many future customers.
How to Improve Your Customer Service
Here are some simple tips that work:
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Respond Quickly
People love fast replies. Even if you can’t give a full answer yet, send a quick message like “Hi, I’ll get back to you shortly.” It shows you care.
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Be Polite, Always
Use kind words like “please,” “thank you,” and “you’re welcome.” Even if the customer is upset, try to stay calm and friendly.
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Listen More Than You Talk
Sometimes, customers just want to be heard. Don’t rush to explain or defend yourself. Listen first, then offer help.
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Say Sorry When You Mess Up
Mistakes happen. If a product arrives late or wrong, just say, “I’m really sorry for the inconvenience.” It calms people down and shows maturity.
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Follow Up
After delivery, check in. Ask, “Hope you’re happy with your order?” This small act shows you care beyond the money.
Real-Life Example
Let’s say you run a food delivery business in Lagos. One day, a customer calls to say their jollof rice didn’t taste right.
Instead of arguing, you say:
“I’m really sorry you had that experience. Can I send you a small replacement meal tomorrow, free of charge?” The customer is surprised. They forgive the issue — and even post your kindness online. You just turned a bad moment into free publicity.
Final Thoughts
In today’s fast-moving business world, customer service is not something extra — it is a must. No matter what you sell — hair, shoes, tech, food, clothes, or services — how you treat people matters.
Remember, your product brings people in, but your customer service is what makes them stay. So, be kind. Be respectful. Be helpful. That one customer you treat well today might bring 10 more tomorrow. And that’s how your business will grow — one happy customer at a time.
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