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Author Archives: Chinwe Kalu

Delivering the WOW Customer Experience

Delivering the WOW Customer Experience

I have been expressing my thoughts on delivering excellent customer service, especially in our part of the world. As business people, we are advised to think global but execute locally, customise it into the local experience. In Sub Saharan Africa, it appears that excellent customer service is thought of as a western thing. So, the people do not expect it.  We basically accept whatever we get. Those of us who complain are thought of as being difficult. So, instead of the issues to be addressed, we are shrugged off like irritants.  

In my opinion, what that means is that excelling in customer service would be a very obvious business differentiator. All you have to do is make your service culture a consistent ‘wow’ experience, and your business will thrive despite the challenges. It is actually a business opportunity.

What would the perfect Customer Service person be…

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Delighting Your Customers-Part 2

Having defined who a customer is and what Customer Service is, the foundation has been laid for this discussion. How can we recognize a business that takes Customer Service beyond elaborate mission statements and plaques on the wall? That is what this piece will be addressing. I will be asking four questions as we throw more light on the issue.

Is customer service woven into the strategic fabric of the organisation? What does that mean. When customer service is woven into the strategic fabric, then it becomes the pivot on which the organisation is built. Everyone in the organisation from leadership to gate-man are wired around delighting the customer.

However, the Nigerian factor always comes into the picture. So the CEO’s sister, daughter, son or girlfriend works in the organisation. Then a customer complains. What does the CEO do? Nothing, because his relative is involved. What is the unwritten message in…

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Does Customer Service Really Matter to You? (Part 1)

The expression, Customer Service is freely and frequently used in the Nigerian business world. Most organizations have mission statements that promise customer service at some level or the other. You have qualifying words like exceptional, excellent, describing the customer service experience. It is clear that most businesses all understand the need for great customer service. I will even go a step further to say, they would really love to be known for great customer service. But the question remains, how far do businesses go to ensure that customer service is the way it should be?

The phrase Customer Service is not a mantra. It is not child’s play to be a business that is wired around excellent customer service. There is a whole lot of work that goes into ensuring a business is actually Customer Service oriented. Most businesses on this side of the planet are yet to understand it…

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Your Business Questions Answered

‘We get up to 40 RFPs a month, but we eventually get only 2 of them as orders, what are we not doing right?’. ‘How do I get to connect with my customers on a deeper level?’’. ‘I have competitors who offer my clients the same services we offer at better prices. How do I get them to continue to buy from me?’ ‘Sometimes, customers make unreasonable demands with impossible timelines. How do I manage that?’ ‘Our environment makes it difficult to deliver our services as at when due, how can I make my customers understand that it is not my fault?’ ‘How do I get more customers at this time when people are not really spending?’ ‘One of my customers makes me go to the market with her and I have to carry her bag. Is that part of customer service?’

These and more are the kind of questions…

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Business Quote

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Business quote

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it – Thomas J. Watson Jr. For more quotes visit us http://www.cppl.com.ng/cppl-news/business-quotes/ or call 01 291 3984.#valuecreation @CPPL2012 #cpplng

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Business Quote

 

“If you’re not trying to do something better, then you’re not focused on the customer and you’ll miss the possibility of making your business great– Jonathan Ive. For more quotes visit us http://www.cppl.com.ng/cppl-news/business-quotes/ or call 01 291 3984.#valuecreation @CPPL2012 #cpplng

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Business Quote

 

Every advertisement should be thought of as a contribution to the complex symbol which is the brand image- David Ogilvy. For more quotes visit http://www.cppl.com.ng/cppl-news/business-quotes/ or call 01 291 3984.#valuecreation @CPPL2012 #cpplng

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Business Quote

In the end, all business operations can be reduced to three words: people, product and profits. Unless you’ve got a good team, you can’t do much with the other two – Lee Iacocca. For more quotes visit http://www.cppl.com.ng/cppl-news/business-quotes/ or call 01 291 3984.#valuecreation @CPPL2012 #cpplng

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Business Quote

Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them – Kevin Stirtz. For more quotes visit www.cppl.com.ng or call 01 291 3984.#valuecreation @CPPL2012 #cpplng

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