NaijaTalkTalk- Get Familiar! Customer Service & Your Business

 

Every business has its own focus, whether you are into producing goods you sell, or offering services to a target market, YOU ARE MAKING DEALS WITH PEOPLE. The mistake most businesses make is, after collecting money for goods or services offered, they race off like a Lamborghini that just got serviced. If you are one of those people, you are not working to build a sustainable business. Do you just want to build the business just to eat till there’s nothing left? Do you want to build a business that will continue to exist, go global, empower people, and feed your generations to come? You would agree the latter question is a full barrel making a lot of pleasing noise. In Nigeria today, the county needs people who are willing to raise the stakes and change the way things are, the government cannot do it all. For your business to stay relevant, people have to see you as an entity that knows what its doing and cares about its stakeholders.

 

There is this saying you’ve probably heard of ‘Customers are always right’, some business owners would say this statement is a joke. In actual fact, its not a joke, it all depends on the way you look at it. You need to start seeing your customers as the fuel and your business as the generator. Customer experience should be your utmost priority. 

A customer with a bad feedback can make you lose tons of millions of potential customers, negative feedback spread faster than Ebola these days. If you are an impatient person, you cannot handle your customer care services, for example, if you operate in eCommerce, some customers can go as far as threatening to take you to KiriKiri for sending them a wrong shoe size of which you even offered pay on delivery services for.  It does not end after the goods or services are delivered, the conversation goes on, your main aim is to ensure your customers come back.

You have probably been getting it right with your customers a couple of times. The feedback have been great for you maybe, but are you ready for the negative feedback? You smile and showcase your impact when you get those positive feedback, what then do you do when the sky stops being sunny? If your business has not been getting some negative feedback, your growth and learning process is going to a halt. You need the feedback from these customers to ensure you figure out ways to improve service delivery to the next customer in line. Your customer service personnel can make or mar your business.

Let’s take a scenario, one of our clients at WeHypeNaija is into delivery of shoes to the general public, he recently got a call from one of his customers, the customer ranted on phone claiming that he found cockroaches inside the shoes. Even though this our client does not work during the weekend, he took the time to deliver a new shoe to the customer on a Saturday just to ensure the customer becomes happy in the end, he even said he and the customer later exchanged contacts for further networking. What’s the point here?

• Never break the channel of communication with your customers after they have received your goods or services.
• Ensure your quality control is tighter than a 3 year Old’s trouser on a 21 year Old.
• Don’t get demotivated after failing a customer, it happens, just use the opportunity to learn, figure out ways to pacify them even if you are a heartless person.
• Make your customer feel very secure in using your products and services…..

I could go on and on and on.
Now tell me, what are your thoughts about this.