Page 12 - CSA Speaker Bulletin December 2017

Page 12 - CSA Speaker Bulletin December 2017 | CSA Celebrity Speakers

P. 12

EXCLUSIVE INTERVIEW

businesses will be fighting to business growth is ensured and carried out with the best possible
remain buoyant, or even just ‘word of mouth’ recommendations intention. The desire to please
to survive and as this happens, bring yet more clients. should emanate from the onset
good customer service will be as – it should be something that is
important as the product itself, Good customer service is almost tangible.
if not more so. Perceptive and something that people remember The personal qualities required
insightful company heads will need and works, very much, on a to do this are first and foremost,
to invest foremost in customer psychological and emotional basis, passion. Willingness to please
service to remain in business. enabling and enhancing people’s must come across from the first
sense of wellbeing. encounter with your client and it
How important do you is this that they’ll later remember
feel that customer service In addition, employees gain from and look back on.
is in the world of business offering good customer service
and how much impact do by receiving job satisfaction and It is imperative to anticipate the
you believe this has on the seeing a clientele build up. As a client’s needs, this will bring
bottom line? result, this may increase employee understanding about how you
retention in companies, which is must approach, handle and treat
A:I feel that customer ultimately of great benefit to a them. Recognising someone’s
service is becoming business on many levels. personality or mood is of equal
increasingly more importance – sometimes mood
important in the world of “Good customer is of greater importance –
business. It can be seen to service will become sometimes mood may change
safeguard against businesses increasingly more and therefore the way in which
going into liquidation or folding important as one approaches them would
during difficult economic times. economies expand and reflect this. Showing that you
As economies became unstable companies compete for have humility and a degree of
and businesses start to suffer business.” humbleness will help gain a
financially, especially service- client’s trust. Being honest and
based industries, good customer You say that you believe sincere are unquestionably, of
service will help them get through service is a way of life, not utmost importance.
the bad times. a job. What do you feel are
the traits necessary to give Yes – I believe to a large extent
Good customer service will not excellent customer service customer service can be taught.
only enable survival of some and is this something that With the right attitude, openness
businesses but also help with can be taught? and dedication to learning,
expansion and ensure longevity experience in good customer
of the business, and offer stability A:Everything that is done service can be nurtured.
and insurance to such businesses. in terms of customer
service should be Naturally, some people may take
Ultimately, good customer service longer to teach, but with a lot
leads to pleasing and pleasing of motivation, belief and praise,
leads to profit, as trust and loyalty almost anyone can learn good
of customers grows. This in turn customer service. Equally, as an
leads to repeat custom and a build individual receives good feedback
up in regularly returning clientele about their customer service, their
in any business. In this way, confidence will grow and this will
help inspire them to strive even
more.

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