In Summary
  • However good your products and services are, without excellent customer service, they are bound to fail soon or later.
  • A customer’s experience with your business will determine whether they stay or not.
  • It’s important to consider excellent customer service at all levels of interactions with the customer because this creates loyalty for your products and services.

A woman once approached the till, handing in her voucher to bank money but was sent away. A frown on her face indicated that something was wrong. Unfortunately, she did not know what her problem was.

The teller insisted, “Please go and fill in your bank slip properly.”
But there should have been a bank officer to help such a client. So I approached her and offered to help. There was a great sigh of relief on her face. She told me someone at home helped her fill the slip and she didn’t know how to read and write. So I helped her fill in another bank slip which she signed.

However good your products and services are, without excellent customer service, they are bound to fail soon or later. A customer’s experience with your business will determine whether they stay or not. It’s important to consider excellent customer service at all levels of interactions with the customer because this creates loyalty for your products and services.

It all starts with you the founder; what are your core values as an entity? Train all staff at to treat customers with utmost care for them to feel safe and valued. Here a few tips on how to grow your client base through excellent customer service.

A friendly interaction can never be forgotten. First impression matters! Your intention is to give an unforgettable positive feeling about your products and services. Being empathetic and serving with a smile not only affects the client but also the person offering the service. Being in an environment from 8a.m to 5p.m, six days a week is challenging if one does not enjoy what they do at the end.

Since customer reference is the best marketing strategy a business can ever have, understand your customers’ needs and handle them with utmost care.

Know your products and services
As an employee, know the basics of what the company does in every department so that you are not caught off guard. It is okay to genuinely say, “I don’t know,” but refer a client to the right person who can solve the problem. Some customers can be complex but it’s important to be flexible and handle case by case to ensure satisfaction of each client.

Ms Annet Katusiime is a financial literacy trainer and consultant at Be Money Wiser co. Ltd