•The difference between a working organisation and a non-working one is through a self-evaluation and whether they have been adding value to their customers or not.
•Managers should always keep evaluating and readjusting the laid down rules and regulations to ensure they are dynamic with ever changing working environment.
In a few weeks’ time, most organisations will be celebrating milestones and cultivate a culture of thanksgiving not only to their customers but to themselves too.
This will be evident during the Customer Service Week which falls within the first week of October.
The difference between a working organisation and a non-working one is through a self-evaluation and whether they have been adding value to their customers or not.
Some organisation exists due to extensive planning that goes into the management but some forgot that the basis and end goal is to generate revenue that drives the economy and provides livelihood.
Organizations which have embraced differentiation through excellent customer experience offerings have already won half the survival battle as they have loyal customers by default.
Customer care management and a motivated workforce are some of key ingredients that drives organisations to generating not only revenue, but building trust among its customers base especially during the hard economic times like the ones witnessed currently due to covid-19 challenges.
Great leaders in any progressive organisation realise the value of placing the customer in the middle of every corporate and business strategy.
If your customer experience team do not have a seat at the executive level, then your business is only listening to itself and not to the greatest financier of the business.
With majority of companies looking forward to bouncing back after a traumatic business environment occasioned by the pandemic, there is need to offer specialised courses or tailor-made training that aims at fostering service delivery.
The potential primarily focus should be on shaping and offering refresher courses on customer care experience, real issues and challenges that are common in most organisations.
Institutions should also endeavor to increase and improve models through efficient and effective customer experience for a good value proposition, that delivers services across the board.
EACCC among others provides real time customer experience training, that are flexible and results oriented that transforms organisations structures to a better cost effective and efficient work force.
But just like many other challenges, understanding customer journey, handling customer complaints and dispute resolution contribute to success of many organisations.
There is the need to keep addressing staff motivation and stress management over the time that eventually improves customer communication feedback mechanisms.
Lastly, managers should always keep evaluating and readjusting the laid down rules and regulations to ensure they are dynamic with ever changing working environment for the benefit of everyone , or to ensure they keep generating revenue for the good of the economy.
Pauline Warui is a customer care expert and founder/CEO of East Africa Customer Care Centre ( EACCC).