The Country President, Schneider Electric, West Africa, Mr. Ajibola Akindele, shares strategies and advises businesses on how to build long-lasting customer relations over the years through customer satisfaction.
How would you describe customer service and how relevant is managing customer experience for a business?
Customer service represents the guiding principles and is essential to how business is conducted every day. Businesses should consider providing exceptional customer service to be more than just a department, but rather a part of who they are. Putting customers first, making sure they are satisfied, and developing enduring relationships are the top priorities of a business. Without customers, no business can thrive. Customer satisfaction and quality are not confined to a single department; they are ingrained in the DNA.
For us, our mission is clear: to enable everyone to utilize our energy resources to the fullest, bridging development and sustainability for all. The top priority is the thorough management of the customer experience. The commitment to managing customer experience is not merely a business strategy; it is a guiding compass. It is a strategic imperative that resonates throughout every facet of our organization. We understand that providing excellent customer service is more than just a means to an end; It is the key that not only unlocks the door to acquiring new clients but also firmly secures the loyalty of our existing ones.
Moreover, the commitment to superior customer service goes beyond the realm of financial gains. It is a testament to our integrity and commitment to our stakeholders. By delivering unparalleled experiences, we fortify our brand’s reputation in the marketplace, become known not just for our products and services.
In the journey toward achieving excellence, the unwavering focus on managing the customer experience is the propeller. It compels us to innovate, to listen attentively to the needs and aspirations of customers, and to evolve continuously. It empowers us to not only meet but exceed expectations, setting new standards of excellence in the industry.
How Quickly do you think customer feedback should be implemented?
We are aware of how critical timely and efficient feedback implementation is. Our commitment to responding to customer feedback is demonstrated by our 24-hour call-back guarantee following each submission of feedback. Every comment we receive is taken seriously, and we use it to pinpoint problems and put creative fixes in place that steadily raise customer satisfaction.
How do you build long term relationships with customers?
Our approach to customer service is based on consistency. No matter the different markets or geographic locations, our strategy is constant. The common goal is to establish trusting relationships with clients and give them a sense of value. We know that investing in good customer service involves more than just finding solutions to issues; it also entails building long-lasting relationships.
What advice would you give to companies looking to enhance their customer service efforts?
It all starts with recognizing and appreciating your customer service teams when trying to improve customer service efforts during celebrations like Customer Service Week. Invest in their education and growth. Give them the tools they need to exceed customers’ expectations by giving them the skills they need. Promote an environment that values active listening and empathy. It makes a huge difference when your team can genuinely connect with customers.
The encouragement of departmental cooperation and teamwork. This can facilitate problem-solving more quickly and enhance the general customer experience. Finally, get input from both customers and staff. You can create a culture of excellence that benefits both your business and your customers by honouring and supporting your customer service team on special occasions.
How do you stay focused on delivering quality products and services of your customers?
Quality is given top priority through strict standards, innovation, employee development, and supplier alliances. Our dedication to providing high-quality goods and services is further reinforced by a customer-centric strategy, continuous improvement, sustainability focus, and certifications. Consistent quality and customer satisfaction are guaranteed by this all-encompassing strategy.
How do you measure and track customer satisfaction and loyalty?
We have an extensive (Customer Voice Program) through which we gauge and track customer loyalty and satisfaction. In addition, we use post-interaction surveys for this program that allow us to determine how satisfied customers are with each interaction. To better understand our processes and make them better over time, effective communication is essential. Irrespective of the industry or the nature of products or services offered, customers expect excellent customer service. Customer Service Week serves as a reflection of commitment to continually enhance service and strengthen partnership with customers. It’s an expression of gratitude for the unwavering support we receive.
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