Help Mi Neighbour | Good service the key to customer satisfaction

TODAY’S ARTICLE is written with a particular establishment in mind. I came to your place of business recently to do business and felt insulted by one of your workers. As a result, I don’t feel like ever doing business with you again. Do you care? Not that I am bitter or ready to ‘burn bad lamp’ for you. I am more in sympathy with this staff member, who could be suffering from underdeveloped social skills, bad manners or just a lack of training – or could just be having a bad day. I here say, however, that your organisation is not the only one with this problem. It’s all over. Really wish poor customer service were all over, indeed.

Sadly the “new breed” doesn’t seem to place much value on the customer or customer service training. The impact of poor customer service on their bottom line, if not in the short run, definitely in the long run, is of no concern to some! While your business seems to be booming because of product demand, it’s just a matter of time before the tables turn – people are people and, despite the popularity of your offering, they will walk away at their first opportunity. New competitors are always “lurking in the dark” to “overthrow” you. The strategy they will use is “customer satisfaction”. Those businesses that place high value on customer satisfaction usually have a greater survival chance when the rubber meets the road!

As your good neighbour, with Jamaica’s interest at heart, apart from encouraging you to pay more attention to the customer service aspect of service delivery, let me offer you some tips until such time – that is, until your workers are trained. Remember that what we are trying to do is to build a happier society: good customer service makes people happy … .

So that you may know, “customer service focuses on meeting or exceeding customer expectations by providing solutions to their problems, while bad customer service fails to do so, potentially leading to frustration and a negative customer experience. Good service emphasises empathy, active listening, and a positive attitude, while bad service may lack these key qualities.”

Good customer service focuses on solving problems:

Good customer service is primarily about resolving customer issues and concerns. It provides a positive experience: making customers feel valued and respected, leading to increased satisfaction and loyalty. It emphasises empathy and understanding!

Good service involves genuine concern and clear and effective communication: ensuring customers understand the information provided. It demonstrates patience and a willingness to help! It also goes above and beyond expectations, leaving customers feeling impressed and well served.

These positive customer experiences contribute to a strong brand reputation.

In outlining the ABCs of customer service, Kewlanga Training advises workers to:

A - Arrive at work on time, prepared, and with a smile.

B - Believe in the organisation and the products or services you are representing.

C - Choose an attitude of service. Your customers should feel that you enjoy your job.

D - Dress appropriately for the work that you do.

E - Empathise with customers, and show them that you understand.

F - Find answers if you don’t have them.

G - Give customers outstanding service even when they are not buying from you.

H - Help co-workers and other internal customers when needed.

I - Initiate contact with customers. Don’t wait to be approached.

J - Justify your reasoning and offer available alternatives when you must say “no”.

So, here is the thing: if your customer service is good, your customers’ friends will know, and you also will know – your pocket will be happy! If your customer service is bad, your customers will also know, and your bottom line will show! Ball is in your court. How do you play?

KINDLY HELP A NEIGHBOUR WITH ONE OF THE FOLLOWING

1. Stove

2. Refrigerator

3. Bed

4. Food

5. Medication

6. Financial assistance to start a little business

To help, please call Silton Townsend @ 876 649-9636 or deposit in acct #351 044 276 NCB. Alternatively, send donations to Hello Neighbour C/o 53 Half-Way Tree Road, Kingston 10; Paypal/credit card: email: zicron22@yahoo.com. Contact email: helloneighbour@yahoo.com. Visit hellomineighbourja.blogspot.com. Townsend exclusively manages the collections and distributions mentioned in this column and is neither an employee nor agent of The Gleaner.