More emphasis should be put on customer service evaluation |14 October 2013
Organisations should put more emphasis on the evaluation of customer service delivery as it is an area which can ensure continued growth and
success.
This was one of the main points which came out from a one-day workshop on customer service for staff members of the National Information Services Agency (Nisa).
The session, held at the School of Business Management at Ma Joie on Saturday, was led by short course and in-house coordinator Keddy Ernesta.
Through the course, the Nisa team have been able to understand the importance of customer service, identify and differentiate between internal and external customers and recognise the moment of truth in the customer service interaction.
Customer service or care is basically how service providers treat their clients.
There are four levels of service delivery which are excellent, good, bad and BIN customer service.
Mr Ernesta said poor customer service is one area which cannot be ignored as it can lead to running a business to the ground.
Talking about service breakdown in an organisation, he gave several examples as to why this can happen.
Faulty products, poor service attitude, lack of training and poor listening skills are a few of those reasons as to why service breakdown can occur.
Group work and open discussions were part of the day’s programme, whereby all members of staff were actively involved in the tasks assigned.
For the first group work, they discussed the aspects which bring about great customer service delivery.
A good smile, body language, tone of voice, a great level of professionalism and ensuring customers’ complete satisfaction are some of the key aspects.
Mr Ernesta then introduced the Nisa team with the ‘moment of truth’ which is when a client forms an image or impression of the employee and the organisation.
Through a Powerpoint presentation, he gave more details on the ‘moment of truth’, explaining that everything in the organisation contributes to this impression.
