A friend of mine went to a particular bank to make enquiries that would aid her final year research project. On getting there, she met the customer service officer,"as usual" and asked " Is your bank an international, national or regional bank?" The officer's answer was entirely different, making it obvious that she did not know the answer. This is little compared to the ineptitude showcased by our customer service agencies.
Nigeria's organizations pride themselves on satisfying their customers, with some having the mantra " Your satisfaction is what we desire". But little and I mean very little observe good customer service. All they are concerned about is the phase of introducing the product to the public, the purchasing power of the customer( target and actual) and the actual purchase of product/ payment for service rendered. They pay less or no attention to the customer service process.
The concept "customer service" has been handled with such levity and impropriety that leaves little to be desired. Many organisations do not "serve" their customers but expect the other way round, forgetting the customers have the purchasing power.
I belief the hallmark of excellent customer service is incorporating the concept " customer service" in all departments of the organisation, not to be left to the sales department alone. This would go a long way in achieving customers' satisfaction. An organisation or its representative ( customer service agent) should know his organisation, his products, his customers and himself, hence achieving excellent customers' service. Organisations should place emphasizes on feedback and afterservice.

bovamm:


Organisations should place emphasizes on feedback and afterservice.

Very important