Customer Service Week: Why Nigerian Businesses Still Need the Human Touch

As Customer Service Week is marked, a customer experience expert has urged Nigerian organisations to combine technology with accessible and well-trained human support. She said automation can handle simple tasks such as balance checks, order tracking and password resets. However, customers with urgent, sensitive or complex problems still need someone who can listen, take responsibility and resolve the issue. She warned that endless phone menus, chatbots with no route to a human agent and unanswered calls can damage trust. Organisations should measure whether complaints are actually resolved, empower frontline workers and use recurring complaints to fix underlying problems. The call is particularly relevant to banks, telecoms firms, hospitals, insurers and public agencies. In competitive markets, reliable human support can help customers feel safer and more willing to stay loyal.

Use The App To Win ₦1m

Stories are shared by community members. This article does not represent the official view of NaijaWorld — the author is solely responsible for its content.