TWPC to address human resource skills gap, customer service delivery
A human resource and information technology consultancy firm, The Workplace Centre Limited (TWPC), has announced plans to organise a conference to bridge the huge gap in Nigeria’s human resources management and also address the poor customer service delivery in the country.
Addressing journalists to announce the conference scheduled to hold on the 24th of September, 2015 at the Oriental Hotel, Victoria Island Lagos, the co-founder and Managing Partner of TWPC, Mrs. Bola Adeniyi-Taiwo, explained that the organisation is using the forum to promote the much needed amazement revolution in the nation’s customer service delivery.
She said the forum tagged: The Amazement Revolution Masterclass is designed to engage participants on how to make strategic decisions to transform their organisations’ customer relationship management and to emotionally connect and add value to every interaction.
In her words ,”we are set to empower managers, supervisors and clients Interfacing executives from different sectors of the economy with tips on offering unparallel quality of service.
She added that, the forum will ride on the platform of TWPC and give participants the opportunity to learn from the wealth of experience of world known speakers anchoring the event.
According to her, some of the speakers expected at the forum include, Shep Hyken, a customer service expert and the award winning author of several books including The Amazement Revolution, and Benjamin Ola Akande, the 21st President of Westminster College, Missouri, U.S.A and immediate past Dean, George Herbert Walker School of Business and Technology, Webster University among others.
She pointed out that Nigerian entrepreneurs are respected and revered everywhere in the world for their tenacity and “can do spirit” but stressed that this feat does not translate to building irresistible brands despite the teeming customer base.
“Regrettably, several local brands have failed in according their customers required excellent customer service delivery. Industry observers attribute the poor level of patronage of some local brands to the “care free” attitude of either the managers or the chief executives of the brands.
When compared to some businesses that invest immensely in great customer service strategies, the observers argued that several Nigerian businesses still have a long way to go,” she said.
She said at the moment, the country is largely perceived as a nation where businesses and factories are commissioned daily, without adequate plans to relate the sustainability of the business to customer relationship management, maintaining that according to customer service experts, Nigeria and Africa consume mostly imported products and always rate their service delivery higher hindering Africa’s quest for cultivating unparalleled quality of its service delivery.
“We are basically a consuming nation; we applaud service delivery of foreign brands and multinationals because we have failed in ours,” she added.
Adeniyi-Taiwo said: “If all business managers and chief executives in Nigeria heed the call for a consistent amazing customer service, more consumers of our goods and services within and outside the country would increase their demand for our products, which would in turn improve the unemployment situation in the country”. This, she noted, would help the nation transit to and gain global competitive advantage.