Telecommunication giant, Etisalat Nigeria, has reacted to Julius Agwu’s seven day ultimatum to the company that it should compensate him with the sum of N100 million or risk legal action over “alleged unlawful and unjustified blocking and/or swapping” of his Etisalat GSM phone number 08189555555.
Agwu demanded the compensation through his lawyer, Festus Keyamo, due to what he termed lost of business opportunities and the inconvenience experienced by him during the period.
Keyamo in a letter dated 26 November, 2013 to the company stated that “in the event that you fail, refuse or neglect to accede to our above stated demand within seven (7) days from the receipt of this letter, we shall be compelled to set in motion against you, all legal machineries necessary to obtain legal remedy for our client.”
The letter further stated that the company’s actions of unlawfully blocking and/or swapping of Agwu’s line occasioned loss of business opportunities for him.
Etisalat’s Public Relations Manager, Chineze Amanfo, while reacting to the allegation through an email sent to our reporter, stated that contrary to the reportage of the issue on the blogs and news sites, a SIM swap was performed on the said line after the requester provided the company’s customer care executives with necessary SIM replacement information, in accordance with laid down NCC regulations and process for SIM swap.
She added that the SIM replacement information includes security and personal requirements to the owner, which the requester provided before the swap was effected.
“Subsequently, upon a report made at our office by Mr. Agwu that he is the owner of the line and did not authorize anyone to swap it, our customer care executives promptly restored the line as well as the airtime lost during the swap process.
“Etisalat Nigeria is currently carrying out an internal investigation into the SIM swap incident and will refer the matter to the appropriate agencies for further investigation as may be necessary.
“We wish to assure the general public that Etisalat Nigeria is committed to the protection of the rights of its subscribers and to continue to provide value adding services to its customers.
“We will spare no effort to unravel the circumstances surrounding the alleged unauthorized SIM swap while encouraging our customers and the general public to protect their personal information at all times,” she stated.
Popular comedian, Julius Agwu is reported to have taken legal action against mobile network operator, Etisalat, for blocking and swapping his line and failing to resolve the issue after several correspondence and meetings on the matter. A statement from Festus Keyamo, legal counsel to Julius, presented the following demand:
TAKE NOTICE that we have our client’s firm instruction to demand and hereby the sum of N100,000,000.00 (One Hundred Million Naira) as compensation for the loss of business opportunities and the inconvenience caused our client by reason of your unlawful and unjustified blocking and/or swapping of our client’s Etisalat GSM phone line.
TAKE FURTHER NOTICE that in the event that you fail, refuse or neglect to accede to our above stated demand within seven (7) days from the receipt of this letter, we shall be compelled to set in motion against you, all legal machineries necessary to obtain legal remedy for our client.
According to the news report, there hasn’t been an official response from Etisalat. Full details of the story are available on the daily Times website: Julius Agwu Sues Etisalat
culled from mobility . ng
I was on the website of a bank. I patiently slogged through all my details, not forgetting mother’s maiden name and name of first pet. With a sigh of completion I finally clicked submit. “We’re sorry, our system is down this morning. Please try later.” Er, couldn’t they have warned me before I started? I did log in later, went right through the whole rigmarole and finally received the bank statement I needed.
I could have left it there but I was feeling public-spirited. Mightn’t my experience help them make their website more user-friendly? So I telephoned. A succession of courteous robotic voices led me to an equally courteous human. And now here is my point. I was trying to benefit other bank customers in general. She thought I wanted satisfaction for myself in particular. It appeared to be outside her comprehension that somebody might take the time to make a public-spirited suggestion to help other people.
“May I call you Richard? How may I help you, Richard?”
“Well, I’ve been on your website trying to get a bank statement, and I’d filled in the whole form before I was told that the system was down anyway. Could I suggest … “
“My apologies for that, Richard, let me help you now. What exactly is it you require?”
“Er, no, I don’t think you understand. I’ve already got what I personally needed. I want to report the difficulty I had, so that you can make sure other people don’t suffer the same inconvenience in future.”
“Richard, please tell me what is the date of the bank statement you need, and I’ll have it sent to you.”
“No, I already have the bank statement I need. I’m trying to help other people in my situation … “
I might have been speaking Volapük. She simply didn’t understand a word of Voluntary-Public-Spirit.
CULLED FROM THEGUARDIAN . COM
We’re in the midst of a customer revolution powered by technology. In this new world, customer loyalty is the currency by which companies will live or die. More than ever before, customers are truly in charge.
But with decades of doing business the same old way, how do you transform your “old school” company into a customer company, which puts the customer first?
Here’s a checklist to get you started. Bookmark it, print it out, and hang it on your wall or share it with your colleagues. Use it as a reminder to take these steps everyday to make the transformation.
Adjust your thinking
Embrace the mantra, “the customer is in charge,” and bring stakeholders on board to pave the way to make sweeping changes to your organization, that put the customer’s desires, wants and needs front and center
Make sure your company’s products and services are connected to the social world. A customer platform in the cloud can do this for you, a platform in which sales, service, marketing and applications, even products are tied together to directly connect your customers through social and mobile applications to your people, your systems—and your business.
Listen to your customers
Your brand is created by a collection of conversations. Understand where people learn and engage in discussions about your brand. Look at social media, communities, and news sites to hear what they say, see what they want, and determine how to reflect that in your marketing campaigns. This will help you recognize who is interested in your space and identify influencers who can echo your message.
Create campaigns where your customers spend time
Social media sites like Facebook and Twitter give an opportunity to target your message to the right people and be very efficient with your campaign dollars. Segment your ad campaigns based on interest, needs, demographics, and geography to make it more personal and meaningful.
Create content on your website, social media, and in marketing materials that your audience wants to read. You need to join the conversation by publishing content that is relevant and engaging and you need to be able to promote that content from multiple channels across your business.
Be an App Master
Keep on top of your customers changing needs by quickly building and deploying apps that engage and impress customers with the right functionality and content in the right place at the right time. Quickly build creative solutions to offer customers.
Be responsive in real time, everywhere
It’s not good enough just to be a phone call away Today’s customers are eager to ask questions and to be the center of attention. And they participate in multiple channels. The sooner you can solve an issue, the happier your customer. When a customer can access you in real time via social, email, phone or video, they never have to wait to have their question answered.
Unlock the back office
Collaborating directly in the context of a business task is powerful stuff. There’s a wealth of critical information in your back office systems, whether it’s order status, inventory counts, billing, or vendor data. By marrying that information with your front office sales, service, and marketing activities, your team is better equipped to deliver on its promises.
Give sales reps the tools to get the job done
Customer companies use the cloud to put everything their sales teams need to win at their fingertips. They consolidate information from multiple systems to give reps a complete view of their customers and prospects. Reps easily track accounts, contacts, and opportunities for improved visibility and real-time analytics, and share information and collaborate on deals over their company Intranet.
Hand your customers a megaphone to sing your praises
Help customers help themselves. Existing customers are a great resource of information for potential customers as they’ve “been there, done that.” By cultivating advocates and giving them a voice on social media, you’re not only increasing the effectiveness of your service, you are giving prospects confidence in your company and community. You are creating brand evangelists.
culled from salesblogforce
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