This archive report was first published on 30 September 2019.
As we celebrate this year's customer service week from October 7-11, with the theme 'The magic of service', it's essential to understand what makes good customer service.
Good customer service is not just about providing a product or service, but about creating a positive experience for the customer. It's about being attentive, empathetic, and responsive to the customer's needs.
Take, for example, a hospital where patients are suffering from physical and emotional pain. Good customer service requires that the patient is received promptly and politely by the receptionist and the proper service is extended by the nurses and doctors.
Unfortunately, many public hospitals in Kenya have cases of poor service offered to patients. Similarly, call centre agents in service sectors such as banking and telecommunications are expected to answer calls promptly, be good listeners, and convey sincerity and correct information with enthusiasm.
With the rise of e-commerce, organisations now rely on selling their goods and services through online channels. E-commerce companies have to deal with a high number of customer complaints, and the customer service provider is expected to handle these complaints with excellent follow-up and well-explained instructions while calming down an angry customer.
The following three major needs rule the world of great customer service: price, quality, and timely action. Customers want to use their financial resources efficiently, and they expect products to live up to their expectations of durability. They also need action when a problem or question arises.
Ultimately, good customer service requires credibility, which is a combination of current knowledge, reputation, and professionalism. CEOs, Presidents, and directors of companies need to remember that their staff members are their first customers, and how they treat them will reflect their motivation for work and the way they will treat clients.
