Embracing Team Service: The Heart of Exceptional Customer Service

By Thamiso Otukile, Brand Manager

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Every year, the world celebrates Customer Service Week to highlight the importance of customer service, and the people who serve and support customers on a daily basis.

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According to the IMD World Competitiveness Yearbook, Botswana’s overall competitiveness rank is 61st out of 64 economies. Furthermore, Botswana also struggles with low worker motivation (64th) and poor customer satisfaction (64th). Unfortunately, poor service delivery, low work ethics and low worker motivation adversely affect business operations and efficiency, which in turn hampers national competitiveness.

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Due to the importance of the customer and their intricate needs and wants, in my organisation, we decided to extend the week to Customer Service Month under the international theme “Team Service”. I would like to reflect on the essence of what it means to be part of a team that values providing exceptional service to customers. Early on when I joined Bank Gaborone, I learnt that the Bank was built on the foundation of the mantra; “Great service, great service, great service!’’. The growth of the Bank over the past 17 years is a true testament of having great service at the core and heart of all that we do. Ultimately, it can only be achieved through team service.

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In short, ‘’Team Service’’, means that regardless of our roles, titles, or responsibilities, we are all on the same team. We come together, weaving different threads to present a final package to our clients. It is important that every member of an organization play a crucial role in serving its customers, directly or indirectly. Whether you're a teller, an Information Technology Officer, or part of the Marketing team, we are all interconnected in the grand tapestry of customer service. Our collective efforts drive exceptional customer experiences, making it easier to appreciate the significance of our individual contributions. We're not just serving customers; we're serving alongside our colleagues, united by a shared commitment to service excellence.

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Synergy is a key component of creating lasting impressions and improving customer loyalty. The continuity it creates in the customer journey makes the organization stand out and affirm its position as reliable in the customer’s mind. ?For example, in the realm of banking, significant investments in technology have become imperative. This tech-savvy approach requires all departments and teams to pool together their collective knowledge and experience to craft a seamless customer journey that seamlessly integrates all processes all while ensuring that customers are able to get 24/7 assistance at the touch of a button.

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It is therefore evident that Team Service is the heartbeat of exceptional customer service. It represents our commitment to working together as a team, providing personalized service, and embracing the digital era. Customer centricity should be at our core, enabling us to focus on our mission of creating a positive impact in the lives of our customers.