I recently had an incredibly insightful chat with Onyinye Ezulofor, a customer service quality assurance manager and trainer; with hands-on experience in creative communication, storytelling and program development. Onyinye has a fascinating academic background in history and international studies, experience working with the Military. She's the founder, of Tawer Africa. She shared her journey, the importance of customer service, and her inspiring initiatives.
Could you share how your role in customer service ties into sales?
Although my primary role is in customer service, I think it’s important to recognize that everyone, regardless of what they are doing, engages in customer service to some extent. Even in sales, customer service plays a crucial role. Whether you're directly involved in selling or not, providing excellent customer service is essential for building relationships and making sure your customers are satisfied.
That's an interesting perspective
Say in this conversation, as you are hosting and I am participating, we are engaging in a form of customer service. In a sales context, addressing the needs of potential clients is, in essence, a form of customer service.
Very random but, what's your favourite thing about living in Nigeria?
Okay the best thing about living in Nigeria, for me, is the diversity. There's this openness and willingness to assist and accommodate, especially when you're with the right people. It's not that it doesn't happen elsewhere, but there's a unique communal vibe in Nigeria.
So, let's shift gears a bit. I noticed you studied history and international studies. How did that influence your transition into customer service?
Ah, good question. I still love the history aspect, particularly focused on Africa. My interest lies in exploring art, and creativity, learning about different people and their lifestyles. Even in customer service, there's an opportunity to engage in these conversations. You might end up learning about someone's background or culture while addressing a query.
Despite being in customer service, I'm still deeply connected to African history. Sometimes through volunteering or supporting non-governmental organizations, I aim to contribute to the advancement of Africa. My interest in creative writing and storytelling is also from a desire to share authentic African narratives. I want to present a genuine perspective, not the Eurocentric view that often prevails.
Can you share your career journey, especially since you have a background in the military?
Okay before my military experience, I had a foundation in customer service from working in my mom's business. It taught me the importance of treating customers well, convincing them, and building trust. Then, the shift from civilian life to military life was profound. The military environment demanded a different level of seriousness and structure.
I’ve been in the system so I can relate lol
Exactly, the reporting system, the rules – everything was methodical and well organized.
How about your post-military phase?
After I left the military, I wanted to expand so I started taking various courses. Well, initially, my career path wasn't clearly defined. I volunteered for anything and everything. However, as I continued volunteering, I began to understand the organizational structure and corporate landscape of Nigeria. I became selective in my volunteering choices and I started distinguishing between what I needed for personal growth and what was beneficial for my organization.
Being involved in various platforms and working with diverse individuals helped me develop a deep understanding of how people think and how to effectively manage and relate to them. It's crucial to be empathetic to others' emotions, especially in customer service and internal customer service within a workplace.
Could you tell the readers more about the importance of emotional intelligence in this context?
The level of patience required in customer service is immense especially when dealing with people who may be going through tough times. It's the kind of patience that prevents you from smashing your iPhone when it's acting up. When you’re in a rush and your iPhone hangs, you exercise self-control and resist the urge to smash it.
Haha
If you value your phone because of its role in your life, it becomes clear the organization should value its customers in the same way.
Have you ever found yourself thinking that the customer might be responsible for their predicament?
It's a valid point. Sometimes, I wonder whether customers bring complaints to themselves. Even if I haven't been in their exact position, I wonder if they ignored warnings or caused the issue. However, the key is to address the problem first, understanding that blame can come later.
Once the problem is fixed, I can then ask, "What exactly happened? How did this occur?" This is when the person usually shares their perspective and they would tell you the mistakes they made.
Also, you mentioned internal customer service within the workplace. How does that affect external customer service?
Internal customer service, including your colleagues, managers, and the overall workplace environment, is so important. If internal relationships are strained, it can negatively impact external customer service because your colleagues may not be happy doing their job and they may not be so kind and patient when handling your customers, that’s why it is very important.
What advice do you have for those working in customer service?
Patience is tested every day in customer service. You may need to find coping mechanisms, whether it's taking breaks, listening to music, or seeking support from your colleagues. Teaching yourself empathy and simply asking, "How can we resolve this?" shifts the focus from blame to solutions.
Also, some people may say the pay in this career isn’t huge but I believe every job is equal, and it’s great to find satisfaction beyond just monetary rewards. I had a conversation with my mentor about wanting to work at a place for higher pay, and she made me realize that it's crucial to consider job satisfaction. Even in customer service, I find satisfaction because I'm a creative person. So, my advice would be to know what works for you and pursue it. Your passion might not be as big as you want it initially, but you can make it significant.
Looking back at your journey, what advice would you give to your younger self?
If I could go back, I would advise my younger self to start earlier and seek mentorship sooner. It's like being in a class of blind people. The one-eyed person seems knowledgeable until you realize there are individuals with two eyes who have even more insights. Meeting others who have achieved more makes you realize there's a vast world out there. I now realize that the world has evolved, and opportunities are abundant. Connecting with experienced individuals and learning from their mistakes can accelerate your growth. There's always more to explore and achieve.
Before we conclude, let’s talk about the fascinating work you're doing with Tawer Africa. Could you share more about the inspiration behind creating Tawer?
Tawer is born out of my passion for education, particularly for young women and girls. At Tawer, we teach young women how to leverage technology for their businesses. We've noticed that many struggle with understanding that the online space is 90% marketing and only 10% chat. Our learning experiences focus on practical knowledge and helping individuals understand the challenges faced by others in their journey. Many young women are selling products online without leveraging technology to enhance their businesses. Tawer focuses on teaching in-demand skills and providing career and business education.
Finally, on a scale of one to ten, how happy are you with your career, and why?
I'd say an eight. I'm content with the progress I've made and the impact I'm creating. Achieving what I once dreamt of has brought a sense of fulfillment, and it motivates me to dream even bigger.
Well, that was an interesting conversation with Onyinye! From her experiences in the military to her dedication to customer service and her impactful work with Tawer Africa, and I hope you found as much value and wisdom in our chat as I did. Plus if you read till this point, you don’t want to miss out on career opportunities, tips, and stories, so subscribe to the Careerbuddy Newsletter, I can’t wait to speak with you.