Barbara Ukpabi, the Lagos State coordinator of the Institute of Customer Service of Nigeria (ICSN), has reiterated the institute’s commitment to excellent customer service delivery in Nigeria in line with its mission of promoting customer service as a profession.
Ukpabi, who made the assertion at the weekend, during the institute’s 2013 annual induction session, said the institute has a goal of providing people working directly or indirectly in customer service with the education and professional standards that will enable them to reach their full potentials in chosen fields.
The event saw the institute induct a total of 51 members, including four honorary members.
According to her, “We are very happy because we have a crusade against poor excellent customer service in Nigeria. With the rise of consumerism and the want for good services in terms of proper services and product services, businesses need to know that the client is king, and should be able to keep reinventing in their services to customers, to meet up with the contemporary demands, especially now, that consumers have limited resources and choice of the kind of services to go for”.
“In the market, we have the buyer and the seller, and both of them have their rights. It is through institutes like ICSN that awareness can be brought to them on what they are supposed to do, including what they owe each other, bringing about a better customer relationship experience”, Fidelia Obasi, an honorary member of the institute and the proprietress of Brainfield Group of Schools said in an interview with BusinessDay.
BusinessDay findings show that the institute, a registered independent organisation in Nigeria, and approved by the Federal Ministry of Education, has been in existence since 2002, and hopes to obtain the ‘chartered status’ soon.
Our findings further found that the institute has trained several candidates who have distinguished themselves in effective and remarkable customer service delivery.
NONSO NDUMANYA
