CUSTOMER SERVICE; an easy skill done POORLY in Jamaica

By: Kmar Henry
       CEO │ BIZcare Consultation & Accounting Firm

Date: July 20, 2017

Over the years, we have witnessed and experienced some of the strangest business abnormalities occurring within our country, whether it stems from businesses striving with poor ambiences or the reverse, businesses closing down even though their ambiences are excellent, or even the more prevalent one; Businesses striving with POOR Customer Service. I know we can all relate to that situation; in instances where we have tried to query an issue to a service provider and we were stopped right in the middle of the conversation by a customer rep who in our time of need has decided on taking a phone call from their personal cell without even offering as much as an ‘excuse me or an “I’m sorry”. Many of us would think our complaints would have been a top priority for our services providers, stores or restaurants; an opportunity to address our issues appropriately in order to exert the message that our complaints are valid towards the success of their businesses, a gateway they can use to stunt future problems similar in nature. However, this is hardly ever the case, more often than not we are greeted with a standstill from poor feedback, poor listening, poor problem solving, lack of competence and to go even further, not even the ability to empathise by way of apology.

Whilst some may argue that they are some businesses out there which are actually trying to put our

complaints at the forefront t of how they operate, the majority are just too hard to ignore as way too much of our businesses are getting away this simple gesture of supplying proper customer service. This daunting image is a true reflection of the way how we treat our valuable human resources of our land and is therefore not taken seriously due to the fact the businesses are still striving even though their customers are being treated unfairly. Hence, these issues are swept under the mats of most business owners. Our culture has therefore adopted this as a norm, which in part has led to inadequate efforts being made to actually solve issues. We are stuck in a sad reality where we have to just 'tek weh wi want and leave' in order to sidestep or ignore the experience. Our business owners are misled to think that we are satisfied mostly by offering discounts or giving away free gifts and not by the excellent service we get by the greeting of a bright smile or the warm gesture received when we are prompted with common courtesy. Can’t we all relate to that feeling when an issue is being addressed and we were told to explain the matter fully without any intervention or pause? Can’t we felt a sense of empathy when a sales representative responds saying that 'I can understand your issue and we are extremely sorry but I can assure you that we will fix it for you”? A sense of acknowledgement and care can go a far in building excellent customer relationships by exerting good customer rapport, these are the tools that make customers a 'mobile speaker box for your business.' 

Using the L.A.S.T. approach as your guide towards offering EXCELLENT Customer Service

In order to ensure that our customers are always satisfied, it is important that we as business owners train our workers by using this simple tool called the L.A.S.T. approach. This is explained as follows: 

Listen: Take the time to completely let your customers talk without stopping them, at this point most customers are angry and therefore filled with anxiety to voice their concern or problem. Let them talk wholly and then ask them questions to ensure that you fully understand the problem at hand. 

Apologise: Ensure that you apologise for all inconveniences. At this point, you should ensure that you empathise with them and show them an appreciation for their complaint in order to serve them better. You should ensure that a sense of calmness and humility is shown so that your customer will see that a sincere gesture is being displayed. 

• Solve: After, you then put all measures in place to tell the customer how you will solve the problem at hand. Be specific with the details that you will give and if you are unsure call your supervisor or manager for advice. You should also ensure to follow up with whatever measure that was implemented to provide further affirmation. 

• Thank: Lastly, you then thank the customer again for raising the issue. Be extremely bold, polite and courteous at the end and assure the customer that they are free to address their matter at any given time with a bright smile. 

It is extremely important for us as a nation to sensitise business owners about proper customer service techniques; as it stands today in an ever growing and competitive business world, customer service may be the make or break factor for most businesses. We have to help our business owners to see the essentiality behind these small gestures in order to shed more light on our corporate image as businesses on a whole. And also to let them realise that it is not all about making profits, the human element which stems from their workers which are their customers, then to us to they serve, are the ones that truly provide them with the revenue that they need to operate. Hence, we should at all times be treated with respect.

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Edited by: Anthonio James
              LLB & BA in Political Science

BIZcare Consultation & Accounting Firm is a consulting agency that operates within the small parish of Clarendon in the beautiful land of Jamaica. We are geared towards educating the minds of upcoming entrepreneurs of the important aspects that must be considered before starting their businesses. Hence why we operate under the slogan 'Your Business is OUR Priority' and tagline 'Helping Small Businesses & Individuals to better Organise their Business Functions.'

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