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

Why Recommendations Might Not Help Your Decision to Buy (The Nigerian Context)

We seek protection for our money, time and effort when we seek recommendations to inform our decision to procure goods and services. Our usual sources of recommendations are : family members, friends or sometimes friends of friends whom we feel share our interests and would recommend only the best or those they have tried or tested. We rely on the safety nest we build for ourselves in their recommendation(s). This might sometimes not work because our preferences might not be replicas of theirs or their judgment of our preferences might actually be wrong. Subjectivity comes to play most times and I dare say how many people are 100 percent objective when buying? We are often times buying from someone because the seller is our friend, the seller is courteous, the seller also bought from us and we are returning the patronage, the seller will get offended if we are seen buying from someone else, the seller needs help, and buying from them might be a boost, the seller was recommended ...

....Not your Customers' Business

Many businesses unknowingly communicate their ineffectiveness and point their customers to their competitors when they discuss issues that are not the customers' business with the customers. Businesses deal with a lot of issues in their business environment and their ability to manage these issues either put them ahead of their competitors (competitive advantage) or point their customers to the competitors. It is ridiculous to hear business owners shift the blame of service errors to their employees in the presence of customers; most times with the aim of saving their faces and making their employees look ineffective, they fail to realize that they are only exposing their lack of good business management practices. While small and medium scale businesses are viable sources of growth for a nation's economy, sole proprietors must know when to employ capable hands to carry out key business roles as the business grows. Most sole proprietors assume roles they know they ar...

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