Anne was a regular customer at the supermarket in her neighbourhood; she had patronized this store for the past 3 years since she moved into the estate. Besides the fact that she could get everything she needs at the store, the service she received from the sales representatives, the security and the manager of the store was always a delight that made her return every time and even referred Josiah, the new neighbour who had just moved in two months ago.

Eliora was delighted to get a job at the biggest supermarket she had ever seen and had always wished she would get a job in. But shortly after Eliora began work at the store, most of the customers started complaining of poor service and sales started to drop especially at the shifts Eliora worked. She was rude to customers and her lackadaisical attitude took the fore when she  wasn’t being rude to her customers. The manager became concerned as the attitude of the new hire took a toll on the general outcome of the business.

This is a fictitious situation but we have experienced this directly or indirectly. It is often said that “service is not what you do. It is a way of living that you need to bring to everything you do if you’re to bring it to your customer interactions.” One act of bad service can bring a business that has been standing tall for years can come crumbling down, no matter the unit or department that poor service emanates from. Poor service is like a cancer that starts small and if not addressed, its effects will spread and negatively affect the organization.

The theme for this year’s Customer Service Week is, “The Power of Service.” The theme seeks to drive home the importance of great service to every organization. A research conducted by Forbes in 2019 shows that, 96% of customers say customer service is important in their choice of loyalty to a brand. Loyal customers are five times more likely to purchase again and four times more likely to refer a friend. Great customer service does the marketing for your organization and makes you customer-centric and not focused on your competitors.

In the spirit of the celebration of the customer service week, remember, “ happy customers are your biggest advocates and can become your most successful sales team”. Happy Customer Service week and have a beautiful October.

Until I come your way again, stay safe, work smart and not just smart.



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