Customer service is critical to all businesses, but more importantly to small businesses, especially here in Nigeria where courtesy and good manners are imbibed as a culture. Good customer service can be the difference between being able to compete with other businesses in the Nigerian market and survive, and failing. So I'm continually amazed at how many small business owners take a "wing and a prayer" (In poor condition, but just managing to get the job done) approach to good customer service in their business; they hire what they think are good people and just assume that they'll do the right things – often without even bothering to do any customer service training.
