In this edition of our Staff Spotlight, we dive into the journey and wisdom of Chiamaka Madugba, Redtech’s Customer Service Specialist, as she shares insights into the world of customer experience.
Through her dedication to connecting with people, problem-solving, and inspiring young professionals, Chiamaka embodies the heart of what it means to serve with passion and purpose. Let’s take a closer look at how she found her calling and how she contributes to Redtech’s mission.
Finding My Path: From TV Dreams to Customer Experience
I didn’t always know I’d end up in customer service. I studied Mass Communication, hoping one day I’d host my own TV show. Connecting with people has always been something I love. There’s just something magical about hearing people’s stories, helping them feel seen and I thought TV would be the perfect way to explore that. But after graduation, I realized I wasn’t quite sure how to break into that world. That’s when I stumbled into a customer service role during my youth service year, and I was surprised at how much I enjoyed it. Helping people, solving problems felt rewarding in a way I hadn’t expected. From then on, my passion for the field grew, and I knew this was where I belonged.
What I Love Most About My Work
For me, it’s all about the variety of interactions. Every call, every email, every message brings a new person with a different temperament, unique story and need. Sometimes, it’s amusing; other times, it’s challenging.
But the best part is the satisfaction that comes from resolving an issue. There’s this incredible joy in knowing you’ve made someone’s day a little easier. The feeling is very satisfying.
Finding a New Challenge at Redtech
When I found Redtech, I was ready for something new, a place that would allow me to make an even greater impact. Where I could bring fresh ideas to the table and make customer service better. I had so many ideas buzzing around in my head about how to enhance customer service, but I hadn’t yet found a place to put them into action. Redtech felt like the right place to make that happen. Here, I found a team that values the kind of dedication and innovation I wanted to bring. Redtech allows me to grow, learn, and contribute in ways I hadn’t imagined.
A Day in the Life: The Many Hats of Redtech Customer Service
At Redtech, customer service is beyond handling inquiries. We’re what I like to call “first-level support,” which means we try to resolve issues at the very first interaction. Being the bridge between our internal teams and external clients, we’re constantly navigating a wide variety of products and services. We get to know a little bit about everything, which keeps things interesting.
What’s more, I have the privilege of leading our customer service team. Beyond handling issues, I’m dedicated to building a strong service culture within our team and mentoring young professionals and interns in the art of customer care. Training them from the ground up is part of our Corporate Social Responsibility. I love watching them grow, and it’s satisfying to know that we’re helping shape the next generation of service professionals with foundational skills that will serve them well in their careers and in life.
Navigating the Challenges: Lessons in Professionalism and Composure
Reflecting on my early career, I recall moments when handling challenging customer interactions felt overwhelming. Although I was aware of the importance of maintaining professionalism, never hanging up on a client or sounding dismissive, but in the heat of the moment, it was hard not to take things personally. Over time, though, I learned that composure is everything. You can’t let a customer’s frustration get to you because, in the end, they just want to be heard.
I learned quickly that maintaining composure and a positive tone, even under pressure, was essential to building trust and credibility. Now, with years of experience, I understand the value of staying calm and focused, regardless of the situation. To this effect, I took courses in anger management to better learn how to deal with challenging customers.
Back in the days, the belief that “the customer is always right” shaped much of the customer service approach. Over time, however, we came to realize that while the customer may not always be right, they are still at the center of our focus—as the true “King” in every interaction. This mindset shift has significantly influenced how I handle challenging situations. When I engage with a customer, I don’t fixate on whether they’re right or wrong; instead, I listen with the understanding that their concerns are paramount. This perspective allows me to stay calm, tune out the frustration, and focus on identifying the core of their needs. I find that even the most frustrated customers are simply searching for solutions, and once their issues are resolved, they often express appreciation and even apologize for any earlier tension.
In the end, that connection is what drives a positive outcome and builds lasting trust.
Why Customer Service Is Vital to Redtech’s Mission
Customer service is a critical aspect of any business, as it’s often the customer’s experience that drives loyalty and word-of-mouth referrals.
The experience our customers have with us determines whether they’ll come back, recommend us, or even become advocates for our company. Effective customer service ensures that a professional is dedicated to meeting customer needs 24/7, something top management cannot handle alone, which is why I see my role as a key part of Redtech’s success. I believe that every interaction can shape someone’s perception of Redtech, and that’s a responsibility I don’t take lightly. Our work builds trust, fosters loyalty, and creates connections that contribute directly to Redtech’s growth.
Building Unity and Collaboration Across Teams
Working closely with my colleagues is something I truly value. I’ve learned that collaboration is the best way to reach our goals. For me, teamwork means focusing on our shared objectives, setting aside personal differences, and supporting one another.
Each member brings unique strengths that are vital to achieving our larger goal. I believe that a team functions best when united, so I emphasize collaboration and mutual support to meet our targets, whether they’re monthly, quarterly, or annual goals. This mindset of unity and shared purpose drives me to actively engage with the team and contribute to our collective success.
A Typical Day in My Life at Redtech
A typical day for me at Redtech is a busy one, filled with logging tickets, taking calls, and resolving issues as they come in. It’s a full schedule, often extending beyond office hours as I keep an eye on work even after the close of business. Though the workload can feel continuous, it’s engaging and rewarding. Management also recognizes the intensity and thoughtfully balances it with team events that bring a mix of work and relaxation, which helps keep the atmosphere motivating and enjoyable.
Personal Growth Through Emotional Intelligence
Working in customer service has taught me so much about managing emotions. In the last 11 years, I’ve built up my “emotional intelligence” muscles, so to speak. I can handle almost any situation with calm and grace, no matter what’s going on around me. Even if a customer raises their voice, I know how to stay grounded and respond constructively. This role has honed my soft skills, helping me build resilience and patience, and has taught me how to work effectively with all types of people. The experience has been invaluable for my personal development and for enhancing my ability to handle diverse interpersonal dynamics.
Advice to Anyone Starting Out in Customer Service
My advice to anyone starting in customer service management is to fully immerse yourself in the role, recognizing that you are dealing with people’s emotions. It’s essential to shift your mindset; this isn’t just a job—it’s a commitment to treating customers as if they are royalty. Remember that, regardless of whether a customer is right or wrong, you must communicate with respect and understanding.
Wherever you find yourself working, put in your very best. Even if you find yourself in a position you don’t particularly enjoy, approach it with dedication. The skills and experiences you gain will benefit you in the long run, even if you don’t see immediate rewards. Your commitment will pay off, shaping your professional journey positively as you move forward.