A lesson for telcos in Nigeria. An American telecom company, AT&T, had a network outstage which lasted hours for many customers. The company has apologized, and apologized, and is now working out a way to credit them dollars to compensate for the time they could not use the service: “No matter the timing, one thing is clear – we let down many of our customers, including many of you and your families. For that, we apologize.”
There was no threat from the consumer protection for AT&T to deliver this goodwill.
Good People, how many times did you buy data and never got to use it because the network was very poor – and at the end of the month, that data expired? Ideally, that was against the constitution of Nigeria (yes, theft is illegal), but we live with it.
Tekedia Mini-MBA edition 16 (Feb 10 – May 3, 2025) opens registrations; register today for early bird discounts.
Tekedia AI in Business Masterclass opens registrations here.
Join Tekedia Capital Syndicate and invest in Africa’s finest startups here.
Every sector in Nigeria remains at infancy for a world-class service delivery! And that is an opportunity out there!
A lesson for telcos in Nigeria. An American telecom company, AT&T, had a network outstage which lasted hours for many customers. The company has apologized, and apologized, and is now working out a way to credit them dollars to compensate for the time they could not use the… pic.twitter.com/WlYgTsKNrG
— Ndubuisi Ekekwe (@ndekekwe) February 28, 2024
---
Register for Tekedia Mini-MBA (Feb 10 - May 3, 2025), and join Prof Ndubuisi Ekekwe and our global faculty; click here.
We have not started service delivery here, even the personnel that work as customer service agents aren’t well trained and don’t really have much of product knowledge. Our entitlement mentality doesn’t allow us to understand and internalize service ordinances. People you pay still feel like they are doing you some favours. The psyches have been abused and damaged, both implicit and explicit aggression is very common here.
How many entities respond to ordinary mail promptly? Some have email addresses in name only, nothing electronic about their mail delivery proficiency.
The money is always more important than the service, that is how you know who really amounts to what.
If you don’t want to feel bad, just pretend that you didn’t notice anything unpleasant.