From The 'Gate To The Boardroom

It’s your neighbourhood newsletter, ‘Customer Service &In -Between’.

Welcome??!

Let’s dive in...

Whenever I go for conferences or attend seminars offline or online ,I try as much as possible to take something home from those sessions.

At the start of October,i was privileged to attend a Customer Service conference tagged 'Winning With Service' ,organised by the The Customer FOCUSED Company

It was an interesting and knowledge packed event, that I stayed till the end ??.

My take home that day is the caption. of this newsletter;

"From the 'gate' to the boardroom" ,which was dropped like a hot coal of wisdom by the convener of the event , Ope Wemi-Jones

That statement fascinated me so much that I had to ponder hard on it and even write about it for my subscribers to read .

She explained it to mean;from the security guard at the gate to the executive at the top that takes decisions about the organisation in the boardroom,the body language must be the same ,'CUSTOMER CENTRIC'.

Meaning EVERYTHING you do as a business must revolve around 'THE CUSTOMER'.

Basically Customer Service has both a weak and a strong link connection.

The weak link ?? being the employees at the lower end of the ladder and the strong link ;managers to the top level.

From the security personnel who has been trained over and over to smile , recognise and welcome the customers when they walk into the premises ,

Or the company representative on the phone who answers the call with a smile ,is warm , courteous and professional.

Then to all other members of staff on the hierarchy and organogram up to the C-Suite executives who decide on the what, who,when and how of the organisation.

When the 'body language' at the top shouts ,

"Our customers are our VALUED assets and we will do ANY and EVERYTHING to make them have a memorable experience with us”,

This invariably sets the tone of the whole organisation as regards the Customer Service trajectory.

When top management personnel visit the floor of the organisation regularly, interact with clients,are interested in customer feedback to implement for improvement of product/services ,approve budgets for Customer Service training as at when due for ALL members of staff including those at the ‘gate’ that are most times the first port of contact ,

What do you think would happen to that organisation?

You guessed right ! ????

On the battlefield it is said that ,’ No soldier is left behind’ irrespective of rank .Same should be applied to organizations who care about their sustainability and brand reputation. No staff member should be allowed to be a lone ranger on the Customer Service experience of both existing and new customers even if they are at the ‘gate’ unless such an organisation is on a suicidal mission to bankruptcy.

When a customer’s experience from the first “hello” at the gate to the “ goodbye “on their way out is memorable ,the following happens: ????

?? Loyalty

?? Referrals

??Word of mouth advertising

??Increased brand reputation

??Increased sales

??Increased revenue

With this you will agree that everyone being on the same boat as regards rendering exceptional Customer Service has immense benefits for any organisation.

From the ‘gate’ to the boardroom, EVERYONE is a member of the Customer Service TEAM.

Remember,

Got VALUE?.Do well to share and subscribe.

Till you read from me again,

Yours truly,

Kemmy

#teamwork

#exceptionalservice

#serviceexcellence

#thursdaymotivation

#customerservice

#boardroom

??I will be hosting a FREE online Customer Service training on the 1st of November,2024 tagged ‘Customer Service Excellence’

Don’t miss it! Click link to join the Telegram community ????

https://t.me/csbasicswithkemmy