Advanced Customer Service: December 2012 update

‘Customer Service’ remains a perennial ‘hot’ topic.  Organisations, businesses and professional firms strive to provide exceptionally good service continuously.  And this applies to the ‘external customers’ and the ‘internal customers’ as well. 

In December 2012, BEI training included two days presented to ESAMI (Eastern and Southern African Management Institute) delegates from Botswana, Kenya, Malawi, Uganda and Zambia.  This was part of the 2-week ‘Advanced Public Relations and Customer Care’ presented by Chris Skinner.  It is always a pleasure to be involved in this course which followed a similar format to those presented in December 2011 and 2010.  

Brenda with participants in the December 2012 training:

• E O Agiro, Head Corporate Communications, Higher Education Loans Board, Kenya
• Dr Jan Tibamwenda, Director Communications, Bank of Uganda

Participants:

• Kangwa L Ndamikwa, Zicta, Zambia
• Karabo J Marumo, National Assembly, Botswana
• Rudo Mwadiwa Kayira, Department of Human Resource Management and Development, Malawi
• Andrew M Kakitahi, Bank of Uganda
• John N. Mwaura, Ministry of Energy, Kenya

During this workshop, group work included the participants developing their own lists of the benefits of excellent customer service.  Their consolidated list follows. 

‘The benefits of providing excellent customer service’ 

Excellent customer service:

1. Increases goodwill through trust, confidence in the organisation, positive relationships.
2. Results in customer loyalty and the retention of existing customers.
3. Leads to satisfied customers who become ambassadors (advertising agents) leading to the acquisition of new customers.  The business expands.
4. Reduces the cost of marketing through ‘word of mouth’.
5. Improves the corporate image, reputation and therefore impacts positively on marketing initiatives.
6. Helps to motivate staff as they like to identify with the organisation (which has a positive image).
7. Through excellent rapport with the customers helps to get constructive feedback which in turn assists in research and innovation.
8. Makes it possible to achieve the company’s mission.
9. Strategically positions the organisation or company to become a market leader.
10. Sets a benchmarking standard for other organisations as the organisation becomes a model.  Consultancy is possible.
11. Generates sustainable profitability:  employee confidence, available operational cost.
12. Leads to an increased standard of living for staff.
13. Generates higher dividends and taxes creating a big source of revenue for government because of sustainable taxation.
14. Results in repeat orders and the production of goods increases.
15. Is the basis of increased CSR/CSI going back to the society.
16. Builds shareholder confidence in the organisation.
17. results in increased employment opportunities because the company is thriving
18. provides awards of recognition
19. Facilitates sustainable competitive advantage leading to the long-term sustainability of the organisation.
20. Reduces levels of litigation against the organisation.
21. Reduces levels of resistance against the organisation’s product and service.
22. Improves the competitive advantage. 

All these factors generate an even higher level of service and there is an upward spiral.

For more information on ‘Advanced Customer Service’ or any of the other training or ‘executive coaching’ offered, please contact  me - brenda@146.66.90.172, Phone: +27 33 3425432, Mobile: + 27 82 4993311.