Dr. Garzali Mohammed
Economist and Customer Service Expert, Dr. Garzali Mohammed tells Humsimedia that he specialized in Customer Satisfaction because of his belief that the customer‘s satisfaction is key to business success; reason he’s nurturing his four young children to become good Service Delivery Ambassadors. Excerpts:
What is your background and education?
I was born and brought up in kano. I studied economics first degree at Bayero University, Kano. I acquired a Masters in Development Studies, in Bayero University, Kano. I got another Masters from ESUT Business School, Enugu. I got my PhD from Malaysia and Sudan, a collaborated programme.
I started my career with Guaranty Trust Bank, (GTB), that was in 2006. I spent five to six years with GT Bank. I started lecturing for about six months. Thereafter, I moved to the Central Bank of Nigeria, (CBN). From Central Bank, I’ve been with the Development Department where the intervention of the Central Bank is being handled and then processed. From Central Bank, I have been seconded to NIRSAL Microfinance Bank to work with the Managing Director of NIRSAL Microfinance Bank. I have attended a lot of courses.
I like research, I like customer satisfaction. I did a lot of courses in ensuring the customer gets the best because my belief is the customer pays your salary so you have to do all what you need to do to satisfy them. So I did a lot of research around customer, financial sector, microfinancing and development economics. I have published a lot of journals both local and international, and I am looking forward to writing a book on Customer Service Charter. I have the concept already.
In the very near future I will start working on the book that will address some key issues on the customer and service delivery. I have four kids and I am married.
Do you think that service providers prioritize consumer satisfaction?
For me, I have had the two aspects of customer satisfaction. You meet some institutions or organizations that will meet your own satisfaction. Some, the other way round because my belief is customer satisfaction is in the person rendering the service. However, one can actually improve upon.
If you really want to get the best from the person you are serving, if you satisfy a customer, you can get a referral from that person. If you are very diligent enough, you don’t have to look for a customer. If you serve one well, naturally he will bring another person who will come and then patronize you.
In most cases, financial institutions are doing well, because it is a competitive environment, everybody wants to excel in their cycle. So if you’re not doing well, you’ll be left out from the cycle. Its something that financial institutions need to work harder on.
What got you interested in this particular area of economics?
There’s what you call demand in economics. Demand is the ability of a consumer to get what you want within a given period of time. Demand is absolute or when the customer or the beneficiary gets value for his needs. I took this as a passion. I took this as a part of me. A customer is not absolutely satisfied until when he gets absolute satisfaction from what he desires. We call it utility of the consumer.
Whatever we do, we do it towards satisfying human beings and human being is one of the key elements in economics. Economics is the study of human being and his environment. What is the relationship between human being and his environment? Actually, satisfaction is in-between.
The environment is trying to provide services to the human being. What the human being will derive from the environment is satisfaction. So it means satisfaction is the link. What that satisfaction means is customer service. So if you look at the whole concept of economics, it’s centred around satisfaction.
How does your expertise translate into good service delivery in your organization?
We do a lot of sensitization to educate people about what they need to know especially around products and services that financial institutions render. We’re doing a lot to educate people about their rights and responsibility. On a personal ground, I am a Financial Education expert so I do a lot of talking, presentations, talking to people on how, where and how to channel their complaints because a lot of people do not know, if they have any financial service complaints, where they will channel it.
I do a lot of engagement with the public, gathering to tell them more about what they need to do to channel their complaints so as to ensure effective service delivery. Some institutions, if they don’t know your complaint, they won’t be able to serve you better. So people need to speak out, to tell the institutions, these are my rights, these are what I think need to be serviced by you. If the institution doesn’t know your complaint, they won’t be able to serve you better.
There’s a need for people to know, to understand their rights and responsibility. They need to differentiate their demarcations. They need to know where to cross and where not to cross in terms of boundaries. Am sure a lot of financial institutions are doing the same, to educate people concerning their rights and responsibilities.
Where do you see yourself in the nearest future for instance?
To be honest, I see myself in a bigger position trying to promote service excellence, service delivery. I just want the opportunity to ensure delivery of effective services, be it private or public. I wish I can be the President of Nigeria. I will make sure that everybody performs their duty in terms of service delivery.
Even if am not the President, let me be in the position to ensure the implementation of the Service Delivery Charter. I see myself in a position where I can push for excellent service delivery, a position to authorise effective service delivery; be it in the public or private sector. In the next five years, I am also looking forward to having my Service Delivery book published, for people to look at and learn from it and work on it then improve on their activities.
On a personal note, I will like to see myself nurturing my children to be good Service Ambassadors. I will start training my kids to be excellent service experts, be it in their own matrimonial homes, personal lives and careers. Let there be service delivery in all aspects of their lives. I also see myself as a goal getter.
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