Tomorrow was here as
today, shinning with promises like yesterday. Gbemisola woke up thanking God
for the gift of another day. The day looked extra promising and then she
remembered her top-up card gave her issues yesterday. She reached for her phone
next to her and entered the code to check her credit balance. 'What! This telephone company is looking for
my trouble oh...they still have not resolved the issue. So if I had issues with
my SIM card and wanted a replacement, I would have to wait till next year nau
to get it resolved. Anyway today is too beautiful to bother myself about the
telephone company this early. What do I have to do today?' Gbemisola jumped
out of bed remembering her mum wanted her to run some errands. A shower and
breakfast were in order. She headed for the car after her stomach had been
satisfied and decided nothing was going to upset her even if her line had still
not been credited. Gbemisola put on her iPod as she drove out of her compound enjoying
the new day. She finished with her errands and she was about to start heading
home when her phone rang. 'Good afternoon,
Sorry Good morning. My name is Bankole and I'm calling from the telephone
company'. With eyes rolling, Gbemisola responded with a good morning not too
excited about the call from THE
TELEPHONE COMPANY. She had already said she was not going to think about
the company today. 'Anyway let's hear
what he has to say...he had better make sense o!' He went on to explain the
package they had available for the subscribers of the telephone company and the
advantage of the package to Gbemisola. She listened calmly and allowed him finish
his marketing. 'I really am not
interested in what your company has to offer because I am really upset with
your company at this moment. So anything you are marketing to me at this
instant does not make sense to me.' Bankole was literally concerned and he
went on to ask what the issue was. Gbemisola narrated her experiences with both
Christy and Gbenga to Bankole. She spelt out clearly how upset she was with the
treatment she had from Gbenga. Bankole apologised on behalf of both Gbenga and
the company. He then said, 'I would look
into the issue for you personally and get back to you in the next 30 minutes. I
sincerely apologise again and I do hope this experience has not left a bad
impression about the telephone company'. With Gbemisola smiling, she said,
'It is okay. You have been really nice
and I do appreciate your taking time to check out the issue for me. I am about
to drive now and I would appreciate if you can call me back in about 2 hours
instead of 30 minutes that you suggested'. Bankole thanked Gbemisola for
choosing the telephone company and ended the call. Gbemisola got home and gave
an account to her mum. She settled down to rest from Lagos traffic on a week
day when her phone rang and she remembered she told Bankole to call her back in
2 hours. 'Good afternoon ma. This is
Bankole speaking. I called you this morning and promised I was going to look
into your issue personally. I am glad to inform you that your issue has been
resolved and your line has been credited.' Gbemisola thanked Bankole for
taking time out to look into the issue and informed him she would confirm if her
line been credited when she was done with his call. Bankole told Gbemisola she was
welcome and launched into his marketing story about the package again. She
patiently listened to him; after all he took the pains to look into her issue. When
he was done with his explanation she asked if all he said could be found on the
telephone company's website and he gave a positive answer affirming it could. 'I have heard all you have said Mr. Bankole
but I am not one to rush into making changes such as you have explained. I
would take my time to read the details on your website and do what is necessary
if I am interested.' Bankole went on to tell Gbemisola how it would be faster
if she activated over the phone with his help. 'Can't I activate this package in one of your centres after I make up my
mind?' He said yes she could but it would be faster with him. Gbemisola
thanked him and informed him again that she would rather read the details
first. She also thanked him for his personal contribution in resolving her
issue and ended the call. She immediately entered the code to check her credit
balance 'At last! My line has been
credited. Praise God! I'm free from this people and they are free from me...LOL'.
Gbemisola headed to the living room smiling to share the testimony with her
family because it was a testimony indeed. 'Chai!
The telephone company....mo bo lowo won'.
Food for thought: Never
think that a call centre person at any level in any company is the best
solution to the client's problem.
Meaning
*Mo bo lowo won......I am free from them.