Poor customer service is a killer for any business, regardless of the size, standing or stature. If you ask people to give an example of a time when they experienced bad customer service, they would probably tell of one immediately. But ask someone to give a positive example; this will be met with little hesitation before an example is given. This is  one of the main reasons bad or poor customer service can kill a business or an organization.

Also, word of mouth referral is one of the most effective forms of promotion as it costs nothing but carries a huge amount of credibility because it is based on the customer’s personal experience. While many customers are aware of the value of excellent customer service, only few can accurately quantify its direct impact on their bottom line. Some businesses understand that turning the customer experience into an emotional engagement strengthens their brands, names, and results in more loyal and satisfied customers. However, some companies do not even bother about their customer’s feelings.

Customers are your friends, customers promote you, customers make you who you are and give product and service what it is called.

I remember a bad experience I had recently at the Muritala Muhammed Airport, Lagos (local departure) when I was to leave Lagos for Port Harcourt. We were supposed to board the plane by 2pm; we rushed down to the airport, checked in as early as 12.30pm expecting to board at 2pm but all we noticed was that we were seated for more than four hours, still expecting an announcement; but the most disappointing part was that we were all seated without anyone informing us that our flight might be delayed nor was there any apology from the airline management. This got me upset and I went directly to the airline’s customer’s desk to ask why or what was going on. The reply I got from the person incharge of the customer service desk was “Please can you go back to your sit and let me rest.  Oh! You are surprise, right? That wasn’t even enough, I tried to explain things to her and guide her through the ways in relating with a customer, but her second response was a bucket full of insults on me that even got some people around talking back with annoyance at her. She said; “Please this is none of my business can you please sit back till you see the plane arriving, did I beg you to purchase the ticket? So please keep your dirty mouth shut and do not teach me how to handle my business”. I almost fainted after all sort of insult from her to me, such a bad attitude, towards a customer need to be addressed. And here, I give some tips: Good Ways An Employee Can Relate with customers.

Smiling: Smiling is always one of the best ways in relating with your customers so as to draw them closer to your business. First impression lasts long. Our first look to a customer always matters. When you frown at a customer, he or she can be driven away or never even come back to you again, so I advise, you should always put on a smiling face even when you are moody, never let or show to your customer how moody or sad you are. Do not mix up your personal feelings with business, leave aside your aggression or annoyance behind, at home, do not let it go with you to work so that you will be able to relate well and good with your customer. Like I always tell people that a table of smile can cure 20 patients together at the same time, meaning your smile can draw customers closer to you and your organisation. So why not always wear a smile when relating with a customer?

Do not nag: people who nag, drive people far away from them. Never nag your customers when they come to you over a problem or solution rendering, solve customer’s problems one after the other even though some customers can be annoying sometimes too but never let that bother you. Relax, listen and respond back with a good manner and attitude in order to suit their needs or find solutions to their problems.

Apology: Customers are always right according to a popular saying because you invited them to purchase your product or service and they are the outsiders, they see beyond what you see from within. So when they come for problem  solving, always apologise, keep apologising, tell them “Oh! Please we are so sorry”, “please we would find better ways or good solutions to your problems” and so on. Let’s assume a consumer had a bad experience with your product, and they come back to you in annoyance to complain, never give back to them in annoyance, all you need to do is apologise, keep apologising until you are able to calm him or her down.

Access to information/much information: An employee on a customer’s desk should be able to have lots of information about their products or services. Never say to your consumers “please I have no info or idea about our products or services”. It is wrong!

Miss Lambo is an Intern with The Tide.

Anifat Akanbi Lambo