26 | The Lion King
Customer Service
Customer Experience
Management: The Little
Things That Count
By Mathias Mogaji
S
urprise! Customers do not trust what
you say to them anymore – they
rely more on peer reviews. The de-
cision to patronize your brand becomes
reliant on what others feel about your
products and services.
Customers now know more, and today,
they expect even more from organi-
zations. The bar will be set even higher
and new priorities would have emerged
in future. Customers will continue to
know more, expect more, and lead the
way in defining their experience. The
question is: “Are we prepared to match
the pace of the customer revolution?”
Here are the little things that count in
serving the customer of today;
Attentiveness
Real customer centricity requires that
we are masters of detail. That is, all
employees are trained to notice, and
when appropriate, act on even the
tiniest bit of information they observe
or discover about a customer. If a staff
notices when processing a transaction
that it is the customer’s birthday, the
staff, the Business or Operations Man-
ager MUST make it a point of duty to
extend birthday wishes to the customer.
Recognition
Recognising your customer by name is
a great way to win the trust of your cus-
tomer. If your office works by appoint-
ment, the receptionist should make sure
he or she knows who will be walking in
the door next, and immediately greet
them with eye contact or a smile.
There is nothing more flattering or more
special than receiving a warm, friendly
greeting by name, when walking into a
place of business
