Shoppers speak on the quality of service expected from vendors

What type of service do shoppers want from your store or e-commerce site? Consumers have a lot of expectations when they're shopping, and..

Shoppers speak on the quality of service expected from vendors
Shoppers speak on the quality of service expected from vendors.

What type of service do shoppers want from your store or e-commerce site? Consumers have a lot of expectations when they're shopping, and they're not all the same.  In this article, you’ll learn five things that shoppers expect from vendors and how you can become the vendor your shoppers will love doing business with.

Sade, Lagos

When I have complaints or enquiries, I expect a real person to answer my call or answer my messages. When I call a store or company, I want an actual human being on the other end of the phone. I don’t want to deal with automated menus or voice mail prompts that require me to input information before speaking with someone.

I also don’t like being transferred from one person to another just because I need help with something specific.


Charles, Lagos

I expect to be greeted with a smile and warm words when I walk into a retail store. I understand that the economy is hard, and things are hard in Nigeria, but please, it’s hard for everyone. Such little courtesy would go a long way.

I also want my questions and concerns answered quickly so I can get back to my life.


Ope, Lagos

Please and please, I am very tired of vendors that say ‘DM for price’. Nothing chases me away faster. It makes me feel like the vendor is trying to pull a fast one on me. Include the price of your products with your social media posts. I don’t want to have to DM you for the price. It would just waste my time and possibly yours.


Titi, Ogun

I expect to be treated with respect and dignity. I also expect the vendor to make me feel like they care about me as a customer. I expect them to be honest, trustworthy and helpful. I expect vendors to listen carefully when I explain what my needs are and then give me options based on those needs — not just push products or services on me because they want the sale.


David, Lagos

The most important thing a customer service representative of a business can do for me is to listen. If they listen carefully, they can often find out what the real problem is and solve it quickly. If they don't listen carefully, they might waste time trying to solve a problem that doesn't exist or even miss an opportunity to make sales.


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