Thursday, March 23, 2023
  • About
  • Advertise
  • Privacy Policy
  • Cookie Policy
  • Contact
  • Subscribe
  • E-edition
  • Login
  • Register
  • Home
  • News
  • Economy
  • Columns
  • Companies & Markets
  • In Business With
  • Lifestyle
    • Motoring
  • Sports
    Botswana’s women boxing on the rise 

    Boxers Finally Receive their Prize Money from 2022 African Championships

    Darts Expects Only P50K from BNSC for 2023/24

    Darts Expects Only P50K from BNSC for 2023/24

    Botswana athletes to train in USA

    Botswana athletes to train in USA

    Debswana’s BAA Sponsorship Plays Critical Role in Developing BW Athletics – Theetso

    Debswana’s BAA Sponsorship Plays Critical Role in Developing BW Athletics – Theetso

    Boxers yet to Receive Prizes from 2022 African Boxing Championships 

    Boxers yet to Receive Prizes from 2022 African Boxing Championships 

    April will see 2nd Instalment of Summer Kids Marathon

    April will see 2nd Instalment of Summer Kids Marathon

    Trending Tags

    • Subscribe
    No Result
    View All Result
    • Home
    • News
    • Economy
    • Columns
    • Companies & Markets
    • In Business With
    • Lifestyle
      • Motoring
    • Sports
      Botswana’s women boxing on the rise 

      Boxers Finally Receive their Prize Money from 2022 African Championships

      Darts Expects Only P50K from BNSC for 2023/24

      Darts Expects Only P50K from BNSC for 2023/24

      Botswana athletes to train in USA

      Botswana athletes to train in USA

      Debswana’s BAA Sponsorship Plays Critical Role in Developing BW Athletics – Theetso

      Debswana’s BAA Sponsorship Plays Critical Role in Developing BW Athletics – Theetso

      Boxers yet to Receive Prizes from 2022 African Boxing Championships 

      Boxers yet to Receive Prizes from 2022 African Boxing Championships 

      April will see 2nd Instalment of Summer Kids Marathon

      April will see 2nd Instalment of Summer Kids Marathon

      Trending Tags

      • Subscribe
      No Result
      View All Result
      The Business Weekly & Review
      No Result
      View All Result
      Home Columns Banking Metamorphosis

      The service colloquy: the softer does matter too

      Gomolemo Manake by Gomolemo Manake
      June 17, 2022
      in Banking Metamorphosis
      Reading Time: 3 mins read
      0
      The service colloquy: the softer does matter too
      Share on FacebookShare on Twitter

      What’s with the perception that the service vocation does matter that  much?

      Sadly, most service managers opine that their role is viewed as just as sumptuous and somewhat trivial affair and not a core business venture that contributes to the bottom line.

      These are some of the frustrations echoed by those in the client service or customer experience (CX) environment. I must admit that at some point in my career, I also felt the barrage of these uncomfortable discernments first-hand. Still fresh in my memory is how colleagues in client services and marketing would from time to time be the butt of   quite coarse jokes from co-workers in other functions.  They were clearly misguided   due to lack of appreciation of the service role itself (the guys who deal with queries and complaints). But it was not all gloom because some appreciated the impact and strategic importance of the service role.  Their understanding and appreciation added to the total currency of a healthy, working and balanced ecosystem.

      Let’s face the fact: It is indeed incautious to relegate customer service or CX to something inferior and unimportant. It is unforgivable and illogical to label service managers children of a lesser God in an organisation. If that is the case in any organisation or at the one you work for, then news flash, you are clearly behind the curve in appreciation of the significance of the service role and the value that your customers bring to your organisation!

      The culture needs to change. You should therefore   meld customer service and CX into all the aspects of the organisation so that everyone comes on board. A shift in culture needs to take place, drastic measures introduced, and thorough change management injected into everyone’s DNA in the organisation followed by consequence management for those who refuse to co-exist with the new vision. This needs to be done for the customer’s sake because the customer is a critical stakeholder.  As stated in last week’s article, any business entity exists to serve customers and delivery of exceptional service is not ephemeral but must be held in high regard if the very business is to remain standing.

      It does not matter the size of the entity – customer perceptions and voice have the power to make or break any business. It is even more toxic today, through social media where a few clicks on the keyboard can do the most damage. Researchers, scholars, industry captains have said it a million times over that if you aim to attain a competitive edge only through your   products and service, remember that your competitive edge can evaporate in an instant because these can be duplicated easily. But aspects such as robust service organisational DNA, people’s bespoke attitudes about service, the discipline of superior service espoused by all and lived through action by everyone all the way to the chief executive, documented evidence has proven that organisations with these outperform their competitors and have longevity in the marketplace.

      Sagacious managers have turned businesses around to become bigger entities through focusing only on customer experience as the zenith of their strategy. The modern-day customer is spoilt for choice, and like it not, customers are also more vocal than before and more mercurial. So we had better get the softer side of business right if we are to mollify our customers. They are the kings and the queens that we need to treat with respect. We don’t have a   choice but to kibosh the perception that customer service is not that important. If you are still thinking like that, maybe you should put yourself in your customer’s shoes and then tell us how you would react if a visit to your service provider turned awry.

      Yep, you know that feeling. Therefore, whatever you do don’t do, don’t let a customer feel that way because of you. The softer stuff also does matter. So let us regard customer service or CX with respect as testament to the value we place on our customers.


      Let’s interact

      LinkedIn: Gomolemo Kololo Manake

      e-mail: gomolemo.manake@icloud.com

      Navigation

      • Home
      • News
      • Economy
      • Columns
      • Companies & Markets
      • In Business With
      • Lifestyle
        • Motoring
      • Sports
      • Subscribe

      Recent News

      • March 17th Edition
      • NBFIRA Intervenes in BOPEU’s Controversial Insurance Deductions
      • The Sweet Nostalgia of The Goodiebag Factory
      • Wild Waters in the Blood: Nkashi Demystifies Poling
      • Trusts also Register for VAT and Income Tax

      Site

      • About
      • Advertise
      • Privacy Policy
      • Cookie Policy
      • Contact
      • Subscribe
      • E-edition

      © 2021 The Business Weekly & Review. All Rights Reserved.

      No Result
      View All Result
      • Home
      • News
      • Economy
      • Columns
      • Companies & Markets
      • In Business With
      • Lifestyle
        • Motoring
      • Sports
      • Subscribe

      © 2021 The Business Weekly & Review. All Rights Reserved.

      Welcome Back!

      Login to your account below

      Forgotten Password? Sign Up

      Create New Account!

      Fill the forms below to register

      All fields are required. Log In

      Retrieve your password

      Please enter your username or email address to reset your password.

      Log In
      This website uses cookies. By continuing to use this website you are giving consent to cookies being used. Visit our Privacy and Cookie Policy.
      Are you sure want to unlock this post?
      Unlock left : 0
      Are you sure want to cancel subscription?