The Dark Side of Nigerian Customer Support: Unpacking Irate Behaviors and How to Respond

Navigating the Complexities of Nigerian Customer Support: Insights into the Causes of Irate Behaviors

Nigeria is a country with a unique set of challenges. Harsh living conditions, an unstable economy, poor electricity supply, and choked up traffic all contribute to the difficult environment. It’s no surprise then that Nigerian customers often expect disservice from customer support representatives, and sometimes their anger is valid. However, when you dig deeper, you’ll find that the reasons for their irate behaviors are more complex.

In this article, we will explore the major reasons why Nigerian customers are often irate while engaging with customer support, and offer suggestions for how you can professionally handle these situations.

Reason #1: Projecting Frustrations on Customer Support

One of the primary reasons for customer anger is that Nigerians usually project their frustrations onto customer support staff. While this is not an excuse for rudeness or abusive behavior, it is important to recognize that Nigerian customers often have to deal with difficult circumstances that are beyond their control. Therefore, when they encounter a problem with a product, offering or service, they may take out their frustrations on the person they are speaking to.

Reason #2: Lack of Product Knowledge or Awareness

Another reason for customer anger is the lack of product knowledge or awareness. In many cases, customers ignore emails, cold calls and bulletins informing them of the latest developments on products and services they patronize. When changes are implemented, customers may feel that they have been unfairly treated, leading to angry altercations.

For example, when the Central Bank of Nigeria (CBN) restricted Naira debit cards for online international transactions on January 15, 2023, many Nigerians were not aware of this policy despite massive campaigns, social media posts, mails, radio and television announcements. This led to increased backlogs on many customer support Customer Relationship Management (CRM) systems across the country, reducing customer expectations.

Reason #3: Long Response Time

Customers may also be irate because they have been on a call or waiting for a chat reply for several hours or days. This is understandable, as no one wants to wait for a long time to have their issue resolved. To handle this situation, companies can deploy more hands and automated tools to improve response time. For instance, businesses can utilize chatbots, which can provide customers with immediate assistance, reducing the backlog and wait times. Click here to learn more about reducing your customer support response time.

Reason #4: Rude Customer Attitude

Customers, especially in Nigeria, can be naturally rude. This is not necessarily because they are sadistic or poor, some well-to-do customers may haul insults at customer support associates just to pass the time. They may also use phrases like “I pay your salary!” or “Do you know who I am?” to intimidate support staff.

Reason #5: Repeated Disappointments

Repeated disappointments may cause customers to be unavoidably irate. These types of customers have been on an issue for a very long time, sometimes months, and it’s choking!

On the other hand, it could be that the customer is refusing to comply with the company’s policies by providing certain documents, appearing physically or engaging in a video call.

In some cases, the delays in conflict resolution may be due to the negligence or oversight of the customer support representatives.

Reason #6: Lack of Proper Training for Customer Support

Many organizations in Nigeria do not prioritize training their customer support staff on how to handle irate customers effectively. This can lead to a lack of empathy, poor communication skills, and an inability to provide adequate solutions to customers’ problems. As a result, customers are left feeling frustrated and dissatisfied, leading to further complaints and negative feedback.

Reason #7: Poor Communication Between Customer Support and Other Departments

When customer support staff are not properly informed of new policies, products, or services, they may give incorrect information to customers, leading to confusion and frustration. Additionally, when customers are passed between different departments without clear communication, they may feel ignored or neglected, leading to further anger, complaints and increased churn rates.

Reason #8: When Customers Say “Huh?”: Using Jargon in Support Conversations

Over-reliance on technical and ambiguous terms in customer support communication can be a major source of frustration for customers. This is especially true in Nigeria where many customers may not have a technical background or may not be fluent in English. In such cases, using jargon and technical terms can be confusing and lead to misunderstandings that may cause the customer to feel dissatisfied or even angry.

To avoid this, it is important to approach customer support communication from the perspective of the customer. Use language that is easy to understand and avoid technical terms whenever possible. Using simple, everyday language can make a big difference in helping the customer feel understood and valued. Additionally, using local languages or creole such as pidgin English can help bridge communication gaps and build a stronger rapport with the customer.

You can, instead of saying, “debit card, prepaid card or credit card,” say, “ATM card.” This isn’t a technically accurate statement but many Nigerians call transaction cards, ATM card.

Reason #9: Finally, Cultural Differences and Misunderstandings

In a diverse country like Nigeria, there are many cultural norms and practices that can lead to misunderstandings between customers and support. For instance, a customer may be upset if a support staff member does not use the proper greeting like, “Mr, Sir, Madam, etc.” or show respect by addressing their titles, “Chief, Doctor, Engineer, Architect, etc.,” while the support staff member may not understand the significance of these cultural practices.

The Sum of Everything

In conclusion, there are many reasons why customers in Nigeria are often irate when engaging with customer support staff. These include difficult living conditions, backlogs, rude behavior, repeated disappointments, lack of communication between departments, and cultural misunderstandings.

To improve customer satisfaction, organizations in Nigeria must prioritize customer support training, communication between departments, and cultural sensitivity.

Again, customer support staff must approach each interaction with empathy, patience, and a willingness to listen and find a solution to the customer’s problem. By doing so, organizations can improve their reputation and retain their customers in a competitive market.

Don’t forget to follow me on LinkedIn for more insights on customer support, relations, and experience. And for those looking for travel inspiration, check out my customer service blog for tips on building a customer-facing career in Nigeria and beyond.

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Thank you for reading!