This Week: Good customer service is essential for a healthy business

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Kelvin ESIASA

Kelvin ESIASA

By Kelvin Esiasa

“The customer is always right” is a famous business slogan. The underlying truth behind this statement is recognizing that customers are the life blood for any business. Understanding the importance of good customer service is essential for a healthy business in creating new customers, keeping loyal customers, and developing referrals for future customers.

Excellent customer service begins at the initial greeting, whether that’s in person, on the phone, or via email. In all of these situations, using good people skills will increase the chances for a positive first impression. For example, saying hello with a smile to a customer who just walked in the door will invite that person in and make them feel welcome.

Good customer service leads to many benefits. Not only will you gain trust with your current clients, they’ll also become a wonderful referral system as they spread the word about your business to other prospects. Especially with any internet business transactions, product reviews are quite common. Whether it’s positive or negative feedback about a product or service, people are writing freely about their shopping experiences. In the long run, treating people fairly and with respect will bring business to your company today and in the future.

To have a great customer service you need men and women that are critical to anchoring customer service. Hence, the need to celebrate titans in customer service in Zambia.Recognizing the contributions employees make to an organization helps solidify relationships, fosters employee engagement and loyalty to the organization.

On 27 November, 2015 at CrestaGolfview,Hotel the Zambian Institute for customer Management (ZICM) hosted a dinner to celebrate customer service titans that have tremendously contributed to the development of customer service in Zambia. The awards were held under them celebrating service excellence in Zambia. The event which was sponsored by Ecobank and MTN attracted more than 100 customer service practitioners from all corners of Zambia.

When officiating the award ZICM Acting Board Chairperson Agatha Yowela told the audience that there was need to motivate entities that excelled so that they keep improving and inspire others to follow suit. She explained that customer service is a catalyst for economic and social growth not only in Zambia but in Africa and the world at large. She added that ZICM was happy to see strides in the promotion of Customer Service Excellence as it assists in developing the economy.

“I am happy to note that over the past year there has been a notable increase in the awareness of Customer Service Excellence issues in Zambia as various stakeholders with ZICM on the forefront have gone a long way to promote a culture of Customer Service Excellence and uphold customer service standards and values which are key ingredients for economic and social transformation of our beloved country” Said Mrs.Yowela.

Mrs. Yowela who is also Barclays Bank Zambia Head of Customer service appealed to companies that attended the awards to investing in customer service improvement initiatives.

In conclusion I would like to state that customer service excellence doesn’t come about accidentally. It needs to be carefully defined, planned and managed. The trick isn’t announcing that your company delivers excellent service; it is actually delivering it, day in and day out, across all the interactions you have with those that support you – internally and externally.

Customer service excellent has its roots in specific communication, interpersonal and leadership skills which have been proven to work time and again in real customer situations. So I would like to congratulate all award winners for their deserving achievements.

About Author

Mr.Kelvin Esiasa – President Zambian Society for Public Administration and Society for Family Business

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Start: 2019-07-01 End: 2019-07-31