Customer Service

I remember years ago when it became obvious that the Airline i worked for was on the verge of collapse. The tell -tale signs were very apparent but i guess i was in a state of denial, probably because i saw the Airline as a very good, vibrant and robust brand. ” It will go through the crisis phase but it wont go down” i kept assuring myself. It was too good a brand to go down.

Interestingly during this period i was constantly harrashed by family members and friends who saw it coming and kept insisting i start looking for a job. It got to the point that they started requesting i send in my CV.  Well, i finally gave in to their pressure.

However, worthy of note is that the first person i sent my CV to, after going through it said: ” Joy your entire work experience has been in the Customer Service and Hospitality industry. I wonder where you can fit in”.

Truth be said, he was quite right. My entire work experience has been in the Customer Service and hospitality industry. But i laughed and i told him that i could actually fit into any industry; Telecom, Aviation, Tourism, Banking, Entertainment, Agriculture, manufacturing, technology, Fashion, Health,  just name it. He was surprised. But that was the fact.

The candid truth is, working as a flight attendant prepares for the world out there. Naturally the role makes it easy for you to swap roles at any given time. This minute you are a Crew, next you are a medical first aider, a safety officer, a security personnel, a chef, a Communicator, a host, Coordinator, the list is endless.. It is an all encompassing role actually if you ask me.

Times without number i have gone to parties and suddenly i found my self coordinating service when i observed things were not going on well…. Onboard flight as a passenger i unconsciously find myself assisting passengers. I cant help but pinch my self at times and ask myself “Who sent you?”

Service has become a part of me and i take delight in doing it effortlessly. This is not just me saying it but this is a general observation amongst friends and colleagues who have had to work in customer service related jobs most especially Airline Crew.

The reality today is that Customer Service has become an integral part of any organisation that seeks to have an edge over others. No wonder, modern day businesses are re-strategizing their businesses to become more customer focused. The fact that Organisations who down play excellent customer service eventually run out of business to their competitions can not be over emphasized.

Having a good product in addition to Excellent Customer service will go a long way to determining your customer’s loyalty. If businesses must survive we must all embrace this concept.

Today like never before, most Airlines have added Customer Service experience as one of the basic requirement to be hired as a Crew.  It is not also surprising that most organisations have customer service trainings for not only their Customer inter facing staffs but all staffs because they have come to recognise the relevance and role of Excellent Customer Service.

Whilst meeting and satisfying the needs of every Customer can be quite daunting, but possessing the necessary skills will go along way in helping to achieving this.

Starting today, Our team of Customer Service Practitioners will be sharing with you practical customer service tips as it relates to our environment.

Follow us on this space as we take you through the world of Customer Service.

Written by Joy Ogbebo