Good customer service is now becoming a delusive act in Nigeria and Africa. Everyday I go into new business environments and see well furnished and decorated offices with the best plasma screens and room humidifiers money can buy. But when you speak to any of the employees to help you with a product or service – they come across as rude, ill-mannered and uncaring. This attitude that some employees put up – acting as though the customers are there to bother them should not be tolerated from the public. We have to right to refuse to spend our money where we feel disrespected and unappreciated.
Recently I got into a small business to purchase some products. The business premises was furnished to the highest standards, the employees even wore suits and so looked smart. Four front desk employees were available to help five customers; but instead of helping them one employee was on the phone talking to a friend about what she saw some other lady wear to church on Sunday and how sad someone would wear that, the second employee was just busy looking for a charger for her bb phone, the third employee was incredibly focused in painting her nails and the fourth employee took 30minutes to switch on her computer. All of this went on while 5 customers were waiting. By the time they were ready to serve, Nkechi who served me was chewing gum and acting as though she was doing me a favour by talking to me. After this horrendous reception I obviously haven’t gone back to that business and have of course advised my friends and families not to go near there.
While I was spreading the word about this epic service I had received, I inadvertently told it to a close friend who knew the owner of the business and promised to get us introduced. We got introduced and I was then able to relay my experiences to him. He obviously profusely apologised and I then had the opportunity to tell him how my company could help improve the customer experience at his workplace.
In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and has become a key element of business strategy. Poor customer service affects your bottom line. It costs approximately 6times more money to attract new customers than it does to retain an existing customer. Dissatisfied customers are likely to tell 5-7times as many people about their experience as satisfied customers. For every 1customer who complains about a minor problem, about 50 remain silent.
Those are the reasons why I started BlueSense (www.bluesense.org) – A Business Intelligence firm focused on Training, Analytics & Advisory. We have a passion for People Development and provide bespoke training to employees in organisations. At the core of BlueSense is the passion for training and developing people. Training improves workforce’s effectiveness allowing them to improve customer satisfaction. BlueSense’s key training areas in organisations include Management, Health & Safety, Customer Service & Sales.