It’s becoming very interesting to see some etiquettes, hospitality ethics and culture coming to play in today’s business world as “Customer Service”.
When I was growing up, my parents always insisted that we serve people who came to our house with courtesy, consideration, humility, empathy, a lot of respect and grace. It didn’t matter that most times we didn’t have as much as those “visitors” had in their various homes. You just had to make them as comfortable as possible, with the little you had whilst they were visiting.
Of course some took our “hospitality” for granted, but, woe betide you if you were not courteous, genuinely humble, show the right amount of respect, not laugh at someone who didn’t have as much as you did and if you were not as considerate as possible in any situation you found yourself. As kids, we tried to accommodate the older kids who were bullies but pretended to be angels in the presence of our parents. We tried not to lock the door and say “Mummy was not home” when an Amebo Aunty walked into the compound. We tried not to cry when we were just about to eat and just then Uncle visits and we had to invite him to come and eat, hoping he doesn’t, then he graciously washes his hands and takes the whole eba (prepared Cassava Flour) from the plate in one fist, and you watch your lunch enter the land of no return. As we grew up, we had to listen to complaints from aunts and uncles about our cousins’ behaviours, friends having issues with each other and learnt mediating and negotiating skills.
On a good day, we had loads of gifts and toys because we were perceived to be well-behaved. We got invited to a lot of exclusive parties, also had the opportunity to visit other people and generally grew up in a community where the culture expected you to step out of your comfort zone (go on errands when you were tired/sleepy) and be there for others, whether they were family members, friends, strangers, good or bad . We were happy to serve others. Customer Service you bet!
Let’s take it a step further. People perceive Customer Service differently. Some expect you to meet and exceed their “emotional” needs while others expect you to meet their “intellectual” needs. Some expect your products and services to satisfy their needs, adequately and add value to all interactions between them and you (the product/service provider).
“Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during and after the customer’s requirements are met”. (Paul Mckinney, Instructor; study.com; 2016).
“Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Bad customer service can generate complaints. It can result in lost sales, because consumers might take their business to a competitor”. (Business Case Studies/First Direct Bank, UK; 2016).
In my opinion, Customer Service is a necessary “Act and Art” of constantly meeting and exceeding expectations, and subsequently satisfying your customers, by adding value to the experience. It is deploying the highest level of professionalism in serving your Customers with speed, knowledge, selflessness and honesty. It is always trying to understand the Customer’s needs and seeing through their eyes, so as to serve and satisfy them. It means equipping yourself with the right tools, skills, techniques and resources to ensure that your “Customers are King”.
The Customer’s opinion is what counts here, if he/she is not satisfied, Customer Service has not taken place, just another business transaction… no hard feelings… and there goes your repeat business.
Written by : Imelda Aba CCSA, CCSP, CCST