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?People want to feel important"
● What was the main objective of your visit in Mauritius?
My main objective was to attend the graduation of the students of Charles Telfair but I seized the opportunity to present to local students some of the work of my students at AAA School in South Africa. Moreover, I am holding a two-day workshop on ?Dazzle your clients with quality service?, which is about customer service and relationships.
● Why is it so important to have good quality?
It is not only important. I would say it is critical. We live in a world where all brands are the same; if you take the example of toothpaste for instance, one is very similar to the other. There is little differentiation between the brands and the only differentiation is in customer service. The problem is that everyone is talking about good service but very few really know what it is.
● So, can you explain what you consider good service?
Basically, it is giving the customer what he/she wants. There is a saying that goes, ?A customer will forgive you for making a honest mistake but he will never forgive you for a bad attitude.? Promises not kept, ignoring customers and not making customers feel important are among the factors that can make customers unhappy. There is a human truth: people want to feel important ? whether they are upper or lower income earners. The essence of good customer service is to make sure no one is treated as a second-hand citizen.
● How to build customer relationships?
The customer should not feel that you just wanted to sell something and move on to the next customer. You need to understand the client?s expectations, needs and solve potential problems. The seller or service provider must make sure he/she is doing everything to quickly and effectively solve any problem. And even if he/she can?t solve it but the attitude, the way they are telling it will then be very important.
● Does it mean that the customer is always right?
No. I am a great believer that there are customers who are difficult for the sake of being difficult. They think that the more they complain the more they will have something for nothing. I always tell my students that they should not be afraid to say, ?we do not want you as a customer?, if they feel the customer is looking for something free. They should never allow people to abuse them and complaints should be reasonable and understandable.
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