Service is what every customer expects when they patronize any organization. The clients want to get to their favorite shop and be served without needing to beg for it. They sometimes take it for granted that every business understands the principles of customer service, thereby expecting to be well served even when they are patronizing a business for the first time. Contrary to this expectation, employees and employers had consistently disappointed their customers by delivering service lower in quality than expected. It is very worrisome that anomalous service is now the order of the day in many organizations. Does it mean that employees just want to deliver mediocre service? No! Many employees do not get to know that they are not serving their customers as they should. This is because a large percentage of customers won't complain about bad service, but they are ready to move to the next shop where they can be well served. This type of service desired varies from customer to customer and is determined by various factors.
The possibility of losing customers to rival companies is vivid where competing businesses are collocated. There is no customer that would have an alternative store where service is topmost on the agenda that would insist on patronizing a shabby service provider. It's the more reason why traditional market traders seem to be more customer oriented than corporate businesses. In the market, several shops are side by side, selling similar products for the same price with every trader striving hard to retain its customers. The traders know that the customers can go to any shop because prices are similar, and in this scenario, only shops whose owners can be more friendly to customers and their requests will get the bigger chunk of the market share. The question is "Can this be achieved?" Oh yes, it can be achieved. An average human being wants to be appreciated and pampered, but the level of this expectation differs in individuals. Hence, some customers might appreciate an approach to service while others detest it. 1This is the more reason why the KYC concept is very important to improving the way service is delivered in customer centric businesses.
The organization's brand may be superb but without qualitative service for the customers, it will soon become a piece of name without any hype. The name a business center, shop, kiosk, stall or mall bears does not matter as much as the service it renders. For all the customer cares, the name might be very hard to pronounce, yet they keep coming back for more service because they were satisfied with previous transactions. It cannot be overemphasized that service delivery cannot be trivialized as it forms the foundation for repeat business and profitability. How the customers' requests are met is very significant factor to the determination of how they perceive products and services of providers. Customers can be satisfied if they are carefully handled. 2The "CAREFUL" concept presents seven peculiarities and characters that customers cherish when they are patronizing businesses. These higher a customer perceives Comfort, Attitude, Respect, Empathy, Friendliness, Understanding, and Listening in an organization, the bigger the assurance that he will continue to be in the business relationship. It is high time that companies looked into the active shaping of customers experience by first working on their peculiarities to suit what the customers expects from them. This can be achieved through properly fashioned strategies that increase both the self awareness of staff and that of the organization. Al hands must be on deck to cause an effective change to how the customers perceive what they are offered.
References
1. CBN (2012) "Proposed Three Tiered KYC Requirement Approach" CBN - Abuja
2. Adewusi (2012) "The CAREFUL concept" Success Drive Customer Care Series
The possibility of losing customers to rival companies is vivid where competing businesses are collocated. There is no customer that would have an alternative store where service is topmost on the agenda that would insist on patronizing a shabby service provider. It's the more reason why traditional market traders seem to be more customer oriented than corporate businesses. In the market, several shops are side by side, selling similar products for the same price with every trader striving hard to retain its customers. The traders know that the customers can go to any shop because prices are similar, and in this scenario, only shops whose owners can be more friendly to customers and their requests will get the bigger chunk of the market share. The question is "Can this be achieved?" Oh yes, it can be achieved. An average human being wants to be appreciated and pampered, but the level of this expectation differs in individuals. Hence, some customers might appreciate an approach to service while others detest it. 1This is the more reason why the KYC concept is very important to improving the way service is delivered in customer centric businesses.
The organization's brand may be superb but without qualitative service for the customers, it will soon become a piece of name without any hype. The name a business center, shop, kiosk, stall or mall bears does not matter as much as the service it renders. For all the customer cares, the name might be very hard to pronounce, yet they keep coming back for more service because they were satisfied with previous transactions. It cannot be overemphasized that service delivery cannot be trivialized as it forms the foundation for repeat business and profitability. How the customers' requests are met is very significant factor to the determination of how they perceive products and services of providers. Customers can be satisfied if they are carefully handled. 2The "CAREFUL" concept presents seven peculiarities and characters that customers cherish when they are patronizing businesses. These higher a customer perceives Comfort, Attitude, Respect, Empathy, Friendliness, Understanding, and Listening in an organization, the bigger the assurance that he will continue to be in the business relationship. It is high time that companies looked into the active shaping of customers experience by first working on their peculiarities to suit what the customers expects from them. This can be achieved through properly fashioned strategies that increase both the self awareness of staff and that of the organization. Al hands must be on deck to cause an effective change to how the customers perceive what they are offered.
References
1. CBN (2012) "Proposed Three Tiered KYC Requirement Approach" CBN - Abuja
2. Adewusi (2012) "The CAREFUL concept" Success Drive Customer Care Series
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