#CustomerService -Excellent Customer Service Delivery–is it a function of the state of mind, mood or finance?

#CustomerService

Excellent Customer Service Delivery–is it a function of the state of mind, mood or finance?

I ask this question based on my experience last week at the Mile 12 market with an alabaru (carrier)

I had gone to the market to buy some food stuff. I bought some tubers of yams and I needed help to convey them to my car. Then came this woman with the warmest smile I have seen lately.  “Auntie London, make I help you carry your load.” “Ok, Come help me “I responded. Then she continued, “I just dey come market so.” It was already 2 pm. so I asked, “Why you dey come market by this time?”

“I go somewhere. My name na mama Monday, everybody for this market know me.”By this time I was getting really amazed by this woman’s disposition. Though she was in the market environment, she was still as professional as she could be. She exhibited so much positivism and high energy levels. She looked quite calm, relaxed and was very cheerful. And then she caught in to my thoughts again. “Auntie where you dey carry the load go, na union bank?” “No, Just the street beside the market.” But then I wondered how she was able to carry such heavy load consistently that far, because union bank was quite a distance.

Well, I took her to where I bought the yams. Before she arranged them into her pan, she said, “auntie, buy sack make we first put them so that the sand from the yam nor go stain your car.” It was a raining day and the yams were covered with mud. She neatly arranged the yams into the sack and unto her bowl and then we proceeded to where I parked. As we started advancing towards the car, I observed that each time I lost sight of her, she would quickly catch up with me and apologize. By the time we got to the car and after she had loaded them into the booth, I paid her more than she had expected. She was so happy and she flashed that smile and thanked me. As I drove out of that street, my encounter with that woman got me thinking. She made quite a positive impression. I was a satisfied customer.

I often hear people attribute their reason for being nasty to a customer to the fact that they were not not in the right frame of mind, mood or because they were not financially ok.

Now, here was a woman who obviously was financially challenged, otherwise she would not settle for such lifestyle; carrying heavy load daily for peanuts. Yet, she was happy, courteous and still very professional? For me she simply proved that you are personally responsible for your happiness and state of mind. And as a service provider, irrespective of your situation, you owe it to your customer, to offer them excellent service delivery.

With that attitude of hers she is sure to get more customers each day, compared to the grumpy and unfriendly ones in the same terrain. #Mythoughts. What is yours?

#customerservice  #talkingcustomerservice #excellentcustomerservice #customerisking #customerserviceskills #customerservicetips #customerservicetraining #mamaj #mamajavaitionconsult #mamajservicetraining #mamajcustomerservices

Written by Joy Ogbebo

Founder- Mamaj Aviation Consult

(Mamaj