By Allwell Nwankwo

Poor service in Nigeria is like the weather.
Everybody talks about it, but nobody seems to do anything about it. Wherever you turn, you will hear someone complaining about poor service by public servants, telecom companies, IT firms, universities or hospitals. What of banks? Almost everybody has one negative thing or the other to say about the banks, their tellers or ATMs.

Interestingly, most of us appear to know the solution to poor service in other organisations, but not in ours. We complain about poor service, but fail to do a better job of it in our own offices!

You know what? Service will get better in Nigeria when everyone begins to serve customers well. And this is not for the marketing or customer service people. It is for everybody that works in the public and private sectors.
Let’s look at some things you could begin to do today to improve customer service in your organisation. You could start right away. Don’t wait for a company-wide service improvement programme.

Do your bit: To improve customer service, you must first of all do your own bit. You can’t point accusing fingers at others when you delay customers or dish out rude or indifferent service. Lead by example.

Find out causes of poor service: Get interested in the causes of poor service in your organisation. Is it bureaucracy? Failing equipment? Poor attitude by colleagues? What can you do about it? Think about it. You may not be so powerless after all. Moreover, your ideas could make a difference.

Be willing to help: When many customers are waiting for service, why not offer to help if you’re not very busy? It doesn’t have to be your core function. Refuse to stand aloof while customers suffer.

Become a customer advocate: Many organisations allow their own needs and convenience to take precedence over those of customers. They often come up with unfriendly policies or processes. You need to question such policies.

Before everybody goes gaga about that new foolproof policy, ask: “How does this affect the customer?” Why would you inflict on customers policies you yourself can’t accept?

Encourage others to perform: Gently but firmly encourage your colleagues to do their bit. Hold them to high performance standards at all times, without being disrespectful. Press for a speedy and competent resolution of customer issues.

Make promises you can keep: Making promises you don’t plan to keep hurts your credibility and that of your organisation. Sometimes, it’s better to let go of the business than to damage your reputation because of a sale.
Go the extra mile: The real test of your commitment to excellence comes after you have done your bit. Do the unexpected. Instead of looking helpless when the ‘server is down,’ can a bank teller make a quick phone call to confirm account information? When technology fails, can we do the job manually instead of asking the customer to come back later? The greatest barrier to excellent service is in the mind.

Take responsibility for complaints: When you receive complaints from customers, take ownership. Mobilise the organisation’s resources to make things right. If you hand over the resolution of an issue to a colleague, follow up to ensure the customer is happy.

Listen: David Oxberg said that “being listened to is so close to being loved that most people cannot tell the difference.” Listening to customers shows that you care. It also helps you get a firmer grip on customer needs. People are usually willing to offer suggestions. Are you willing to listen?

Enjoy your work: “You are serving a customer, not a life sentence.” Those are the words of Laurie McIntosh. By all means, enjoy your work. Serving customers may not always be easy, but it can be enjoyed. Put on a positive attitude and you’ll find it easier. If you enjoy your work and put on a friendly face, customers will likely reciprocate. You get what you give.

If you do these things sincerely, you might just be on your way to becoming a customer champion. And if everybody does, service will get better for all of us.