I have been accused a number of times of being unnecessarily finicky and a little hard with sloppy customer service agents. The accusation makes me laugh a little helplessly because I doubt I’ll ever snap out of that zone. I find it utterly appalling to be attended to shabbily by a customer service agent who is supposed to be the face of his company and the ambassador of the brand. I guess I can blame my attitude on my experience as a Customer Service/Retail Adviser with Etisalat Nigeria. I worked there for about 7 years and there, the intricacies of exceptional customer service became ingrained inside of me.

I know we have all heard these phrase over and over but do we really know what it means? Are we truly aware of what it entails as business owners or employers of labor or even employees? Exceptional customer service can be defined as a pre-planned set of well orchestrated actions that guarantee that your customer have a ‘wow’ experience before, during and after a sales experience at your point of sale. Your point of sale could be a physical shop or store or office and it could also be an online version of the same. Your products may be tangible and physical such as car sales or clothing and they could also me sales of intangibles like insurance policies. It can be adapted to suit any kind of business but my focus is on physical shops/brick and mortar stores. A customer or client approaching your outlet must see first, a clean exterior. The store gate, walls, doors and walkways must be kept very clean.

 

Point To Note;

  • Orderliness must be maintained at all times within the outlet, everything must be tidy and properly arranged. When your client steps in, he should continue to unconsciously revel in the cleanliness of your establishment.
  • Don’t keep clients waiting on long queues but if it’s unavoidable then provide proper sitting arrangements and be pleasant to everyone. Use standard greetings and make sure you wear no frowns.
  • All front-line staff must have a dress code that they all comply with. The uniformity makes your establishment look rather tidy, well put together and professional.
  • Ensure there is adequate customer engagement; Probe and uncover the customer’s requirement and also educate him or her about the various products you have to offer.
  • Ensure that all queries are resolved. Escalate issues you are unsure of and follow up on escalated issues in order to provide timely feedback.
  • Use a non-pushy sales approach. Make the up-selling and cross-selling sales processes relatively hassle; it builds affinity.
  • Once the sale is made, the items purchased must be proper packed. Make sure your exit greeting is gracious and nicely delivered.

If you can adhere to all of the above as closely as possible, you’ll continuously deliver exceptional service that would delight you customers and make them committed to returning again and again. Exceptional service always increases brand loyalty very significantly.

Original content by me also on Steemit & Whaleshares. Image sourced from Pixabay CCO.


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Responses

  1. James Diegel

    I like this little rant Mosun;) I know it is not your intent to ‘rant’ per se – but I can totally feel where you are coming from. Having been on both sides I often find myself in awe of how bad the customer service can sometimes be. In addition having lived in a place with quite possibly the best customer service in the world, and without the hope of tip no doubt, it completely blows me away at how bad things have seemed to have gotten when ever I return home. To be fair, in general I’m sure there are a lot people who actually do care about their jobs and the people who who frequent their establishment – whether in the physical or long distance – and likely my focus is on the few bad things that have happened over all the good. Still though, I quite agree and think that if you are not happy keeping those that frequent your business happy then maybe it is time to move on and give the position to someone who cares 😉

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  2. CryptosDecrypted

    Hi @mosunomotunde. I worked in the UAE for nearly seven years so I’m very familiar with Etisalat. Your advice is spot-on. Poor customer service ‘wrecks’ a consumers opinion of a company or corporation. Face to face interactions with customers really are critical to the public’s perception of your business. When I’ve encountered ‘above and beyond’ front desk service it always makes an impression on me.

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  3. Optimist Oladehinde

    When it will be very wrong and unprofessional for any organization to put a novice or quack individual in charge customers service. A customer service representative will either make or mar a company before his customers.It is a sensitive position that any organization should not joke with in terms of who represent them.
    @mosunomotunde you really said it well I can relates with all that you have said.

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  4. Adebola Ayan

    Mhen! It’s not that easy to be a customer care or service because it requires lots of patience. The rules you’ve listed to be followed by the individual involved requires lots of sacrifice and dedication.

    Thanks for sharing this great post with love from @hardaeborla. This deserves my full rating.

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  5. Candy Man

    God, customer service got to be one the toughest jobs, at least for people like me with not much patience. How long have you been doing that? And just out of curiousity, do you actually enjoy it ?

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