CUSTOMER CARE: Improvement of a bad service comes with positive criticism

Recently, we were doing a customer satisfaction survey for one of our clients and approached several of our client’s customers to collect feedback on the services rendered. Many customers made constructive suggestions, however one of them abstained from making any comments. He said, “I don’t want the staff who served me to have problems with the management, so I’ll prefer not say anything”. Apparently this man had received very poor services but felt talking about it could earn the staff sanctions. How can we expect service to improve if we do not want to complain of things that go wrong? Failure to criticize a bad service is not a gesture of kindness but rather lack of responsibility. If you do not complain, it means you are satisfied with the service you receive. It means the bad service is acceptable. It means the staff doesn’t have to change or improve anything. These days as a lot of effort is being done in improving service delivery in Rwanda, many customers need to know that they also have a big responsibility in service improvement. Good customer service does NOT fall solely on the hands of the service provider but also on the customer/consumer as well. When as a customer you notice poor service, it is your duty to express your disapproval. Many of us are quicker in criticizing poor performance especially among our friends and relatives. Unfortunately, this doesn’t change anything. The service people concerned should be the ones to know your feelings about their services And when service is also good; we should compliment as well. That is how the staff knows that they are on the right path and that they should keep it up. When you compliment, it is like you are giving a tap on the back of the staff. When the service provider goes beyond the call of duty to make our experience an enjoyable one; we should learn to appreciate them. You will be surprised to know how a simple “Thank You” or a Smile can motivate employees. Let’s be generous and express our gratitude for the great service we receive. Sometimes, we could even go a step further and contact the management of that organization to let them know how happy we are with their services.As customer service is a two-way relationship; let’s remember this. Customers: Do not be silent. Please express your opinion about poor, mediocre and excellent services you receive. Provide feedback, give your suggestions because without these, the organization cannot positively grow in the right direction. Service Provider: Listen to your customers and put into effect many of their suggestions. Offer good customer service and your customers will become your ambassadors. Sandra.idossou@sheiconsulting.com