Service Experience at Telkom, Cresta Mall, Johannesburg

BAD SERVICE TURNED EXCEPTIONAL

Got exceptional service delivery from Akhona, a service consultant at Telkom, Cresta Mall, Randburg, Johannesburg, SA. He came to our rescue after we waited for about 25mins to be attended to by the only available service consultant because it appeared to be lunch break time at the Telkom sales and service centre. Akhona's attitude demonstrated his customer service training. He apologised for the delay, asked how he could be of help, and took us straight to his desk to attend to us even though he was not the cause of our delay. He explained all we asked with precision, notified us of a free package on our data plan that we were not using, and was successful at changing our earlier opinion that the Telkom Service centre was a delay centre.

Today's service tips from our service experience

1. The action or inaction of one customer service staff rubs on the entire organisation.
2. All customer service staff should not go for break at once.
3. Effective service recovery aids customer retention
4. Customer service staff should wear tags to boost connection with customers and help in addressing customer complaints

Comments

The Unwritten Contract of Trust Between Businesses and Customers

Every business has an unwritten contract of trust with customers that patronize them. The trust contract includes such agreements like: The product or service you are rendering is what you say it is It is of the quality you say it is It has the features you say it has It renders the benefits you say it offers It is as durable as you say it is …. Much more than the formal contracts we sign with clients, the unwritten trust contract fosters loyalty. It registers your business as a dependable brand in the sub-conscious of your customers . It makes your business the first name that comes to mind when your product or service is needed. Need we say more about the ills you bring on your business when the contract of trust is breached? Some customers might fall victim of the falsehood you have laced your business with, but sooner than you expect, the unsuspecting customer becomes aware of your falsehood and they switch to your competitors. The best advert or pr...

New Year, Same Old Business

It’s a new year, and as expected, businesses are re-assuring customers of their renewed commitment to serve them better. This, as you would know, includes businesses who have unresolved issues with customers from the just concluded year; but this new year statement of commitment is a trend, so, we all play along. It’s quite sad that in over 6 months of transacting with businesses of different sizes in different sectors in Nigeria, since my return, I am yet to come across excellent service. This is not to say I haven’t noticed any improvement in service delivery but, the customer-centricity factor is still lacking. Business owners brag about how sophisticated their products and services are, and even liken them to what obtains in western countries. They encourage customers to patronize Made in Nigeria products (I support this because it helps the Nigerian economy) but, I still maintain that they still don’t get it. The Nigerian business environment is different, presen...

SPEAK YOUR CUSTOMER'S LANGUAGE

Many businesses get caught up in the technicalities and frenzy of the industries they belong to till they forget how to communicate with their customers. Customer communication doesn't just happen . It's the p roduct of a conscious effort of observation and study. Before we go too far? When was the last time you spent a day engaging your customers to connect with them? Or if it's a large company, how conscious are your customer service employees in studying the customers. Many businesses lose relevance too soon because they let go of the little things that mean so much . Ever tried speaking like a child to connect with a customer's child at your store, ever gotten the attention of a fly teenager by speaking using the latest slang. Business is not for the rigid. Get out of the 'you -zone' because it's not about you but your customers. Stimulated? Let Customercentrix help you out! Call now: +27 847084715

Customercentrix

Search This Blog