Hi everyone, I hope your weekend is going very well? In this blog today I am going to share my opinion on the latest video that has gone viral which involves the police maltreating and beating up a woman who was supposed to make a withdrawal from a financial Institution. I am going to share my view from the angle of how we decide to treat our customers.
As you all know, I am very passionate about customer experience and customer satisfaction. So this post is going to be in that regard. So the first thing that dawned on me was “..This woman is a customer of your service and you treat her like this? That means you can treat anyone like that…why would you beat up a woman just because she was either trying to stand for her right or withdraw from the bank for whatever purpose it was for….This is absurd! Who does this? Is this where we have gotten to as a country?
A few questions poped on my mind.
1. If this woman is your customer, why treat her like this?
2. Are we just preaching about customer orientation or it has to show in our actions?
3. If a customer came again in after banking hours after coming in so many times, shouldn’t we be considerate especially on a day that we have had network challenges earlier in the day?
4. Could there be other experiences that had not been caught on camera for other treatments?
5. How do we treat our customers when no one is watching?
6. How can we create a Customer Oriented Culture and stick by it?
Those were a few of the questions that went through my mind so I decided to share my view on this subject. For most companies, one of the values that we always ensure we stand by is advocating to create a culture that thrills our customers and focus on it.
Here are a few ways we can ensure to Stick to our Customer Oriented culture in whatever field we find ourselves.
1. Trust your Team
The kind of people we hire to take positions in customer service is very important in thriving to meet our goals as a company. We need to hire people who are passionate about what they do and are able to adhere to the values of customer service to create an excellent experience. Everyone wants to take ownership of their job roles. Whatever it takes to make your customers happy, you need to go that extra mile to put that smile on their face. Let's do a wonderful work in assisting the team ensuring customer success to delight customers which will always make them keep coming.
2.Establish Clear Communication Lines
Once we decide to be a Customer Oriented Company, we need to make sure its easy for everyone to communicate and stay on the same page. If a customer reaches out and you have a challenge, find a way to communicate the issue to the customer. I have always tried to be very sincere with my customers because it makes the customer appreciate it that I am truthful and not taking him for granted. So if we have an issue which will be resolved in 24 hours, why should I tell the customer it will take an hour? I should be able to get back to him/her with an update. I am not been truthful in this case. Customers appreciate being communicated with. If you do not have the right answer for the customer, make sure your team can get the inquiry in the hands of someone who does, as quickly as possible.
3. Get Everyone Involved
As stated earlier, we have a value or goal to make our company or service a customer oriented one. Now everyone does a little bit of customer service, no matter what your job title is. Now, this is to get everyone involved and excited about how to deal with customers; who are the heart and soul of the company. Once everyone gets it clear that customers are the reason we have our jobs, we all participate in service to put that smile on their faces.
These are a few ways I think we can ensure that we stick to our Customer Oriented Culture, let's do our best as Customer Service personnel to delight our customers instead of making then upset with our service.
You can share your views with me so that we can have a discussion about this.
Keep Being Awesome!
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