Diary 7

Finally get to meet the franchise store manager, is it me that is surprised as everyone is jumping on her, oh ok. Now I understand, she just bought me minced pie and a drink just before lunch. *GRIN*
I had to explain to 'the lady' on the sales floor to understand I'm not employed by her boss,  and I don't want us to have issues. I'm actually in their store to maintain standards.  She had come to my desk about 15 minutes ago to tell me in the presence of a customer I sent to her to make a bigger choice in place of a smaller device bought earlier. Telling me to do my job. *Angry*
Had to package the devices still under warranty for courier to Lagos,  I explained to the manager that we can arrange for a courier service that can come pick these devices from the office and send them to destination. Instead of using the old method of transport vehicle lines, which is unprofessional.
I hope the store manager wasn't expecting her meat pie/drink to get me go to a car park in the early hours of the morrow.  Oh! Hell no....! *GRIN*

Diary 6

Coming into the office this morning and franchise director is no where to be found. Well, upstairs is where your office is and not downstairs where my office is. I bet he came to terms with reality.  It's not business as usual anymore.
Yes I get it, I may not be so friendly but I should have been told Saturday is 10am and not 8am.  *sadface*
Security guards did not check two seemingly insane individuals before they entered the store. They were managed well by one of the sales personnel.  One of the security guards was not on his duty post and caused the store this embarrassing moment.
I pretty much got along with everyone today; gisting about Nigerian celebrities.  Fun all the way!

Diary 5

I have an irate customer who believes she bought an original phone charger yesterday.  Though it was tested before she left the store, she came back complaining it was bad.

Using market intelligence I requested the charger be swapped.  Franchise manager retorts that I shouldn't have swapped. Here is our short conversation 

AFO:  ...but sir, she is an irate customer and am only doing my job".

HIM: (sarcastically) you are trained for your customer care job 

AFO: yes I am. Sir, you are not allowing me do my job

HIM: but you didn't change a battery yesterday even when the customer complained

AFO: because you intercepted the transaction while still speaking with the customer  

HIM: (threatening) i don't want us to have issues 

AFO: Honestly, but why won't we have issues sir? Each time you always intercept while am still trying to resolve the customer's issues.

 We finally agreed he shouldn't intercept my customers from approaching me first and  further expressed that I can bring him to order when he negates my effort. 

I'm here to do my job it's not a party.

 
Currently customers enjoy an all accessory warranty policy besides warranty on mobile devices as suggested. *smiles*

Diary 4

It is important we look good when we are at work notwithstanding.

I tried to get one of the sales person to reason with me and understand why she has to look good. 

I didn't want to appear reactive, so I said, "I can see you rushed out of the house this morning,  your hair looks rough. And she said to me, '...I like it that way. 

Wow! Well, i wasn't expecting such a reply but I hope not in time to come. *GRIN*
Now she comes to my desk and says ....give me the stapler! Wow!!!

You can be sure of my reply to her at this junction. Below is the conversation:

AFO: next time you say, ''please may I have the stapler''.  

AUNTIE: ''...I said help me with the stapler". 

AFO: no you didn't and you can help yourself.

And she took a serious stare at me because she was absolutely unreasonable. 

It's day 3 and franchise partner is complaining am always on my phone 24/7, WTF!!!

I can understand sir, you want to make more sales by my addition but for God's sake am a Customer Service personnel, there is so much going wrong here and reports has to be made. Besides am not a Sales Rep...  *GRIN*

Diary 3

I Tried to resolve standard time for resumption.

I asked the team, 15 minutes before store opens or right on the dot? They replied, 'right on dot'. 

Well I don't think so if we have to meet management expectations. Changes obviously has to be made... asap. * notsmiling*

Diary 2

First day at the office, i was wearing a red well splitted skirt behind and my black blazers on, I greeted a closed red entrance and wondered if Sunday rolled over or it was jet lag. 

It was 7:50am! Immediately, I remembered it was Asaba and not Lagos. I found me a place to have a malt drink until 8:15am.

Sitting at my desk, the first call came in, "....is this a courier service or phone retail and services...?
No, this is Tols systems Ltd, we sell phones, laptops, accessories, repair devices, provide excellent after sales service; you are welcome to buy from us anytime" .  I replied ;)

Solved my first phone issue; device wouldn't power. So I suggested battery changed for customer to see if it would buffer before meeting the Engineer and it did power. :)

My First tip at work and I couldn't resist the temptation; you don't want to start to 'form levels na' on a first day... Oh boy!!!

Diary 1

Sitting at 20F of the aircraft left my heart swindling and pounding throughout the flight until it touched ground at Asaba. Typical of taxi drivers, 'new visitors should be exploited'. 

I knew i was 'a 'johnny just come' from Lagos but trust me, I quite shone my eye well.
Stopped by at the office to have a pre-introduction at my new office as customer care rep and manager in training.

As I entered, pretended to be buying a phone just to observe what customer service is like in the environment prior to my coming, just before I could conclude the mystery shopping, I was intercepted by a colleague who knew me prior to my coming. My plan was almost twarted by him as he recognised me. 

Mystery shopping is an interesting way to begin... ;)

DON'T SELL THE CHILD!

The recent activities that occurred between the Nigerian senators and the human right activist against the 'the child not bride' campaign, comes to show the disparity between what Leadership in Nigeria is all about. A leadership standing on a fulcrum that one's religion is better than another. This comes to show the myopic state of our so called leaders who have lost their sense of value and promoting an anti social and barbaric cause when  there are a thousand and one much more promising issues to deliberate. It is elating to know that a few Nigerians who learnt their voices to this cause are getting the support they need to end this shameless action by our senators who supported this bill; these strange leaders, some who call themselves fathers...