Today, I learnt that we’re a bite into this year’s Customer Service Week. Already, it is trending on Kenya with the hashtag #CSWeek2016. A number of corporates swung it hard this time round, among which is KCB and National Bank.
But what exactly is customer service? Is it a smile from the lady at the front desk? Is it a cup of coffee as you wait to see the Head of Finance? Is it years old magazines conveniently available at the reception? Or is it more than this?
I believe great customer service starts with actual delivery of the client’s demands. It is as simple as getting fresh mboga at Mama Eric’s and as complex as the design guys nailing that nameless colour you badly want to use on your brand. It is more than a ‘Hello, how can I help you’ and a ‘Thank you’. It goes beyond that. As tweeted a thousand times, great customer service is DNA. It is culture.
Mark you, great customer service isn’t at the front desk alone. A rude technician waters down an otherwise amazing customer service experience. What have been your most interesting customer service experiences?