She mentioned the book seeks to boost the standard of customer service supply in the nation. It can be designed to revolutionise the customer service house in Nigeria with a collection of initiatives geared in the direction of heightening consciousness for high quality service supply.
With 22 years of working expertise in the Nigerian Financial Services Industry, having labored in three banks, the writer brings her expertise to bear in the book.
She famous that the book was well-positioned to assist customers to grasp their rights and implement them the place crucial. It makes a case for the schooling of each prospects and service suppliers on their roles and obligations.
Wemi-Jones mentioned, “My mission to revolutionalise customer service dates again to a possibility I had in my office. I used to be given the position to drive customer service, which I didn’t know a lot about. But in the reason for attempting to do my work, I realised that service is definitely the most effective weapon you may must crush your competitors. And sadly, additionally it is one that individuals don’t take note of for causes I have no idea.
“This time of the year people are cutting their budget. If you have a glimpse into the corporate organisations budget, you are not going to find a line on customer service. People would talk about their financial performance from now till tomorrow, have 100 meetings, they don’t spend half of that time talking about service problems and how they can solve it. And every day you go out, people just treat you anyhow even when you have your money paying for their services.”
In the book, Wemi-Jones showcases nice quotes by customer service specialists and nice thinkers across the world in the book.
“They are quotes that will broaden the minds of service providers and customers in their daily interactions with one another,” she famous.
She has additionally put collectively a video library on 12 customer service matters. According to her, they’re very best to introduce and reinforce the significance of customer service. She mentioned the movies are versatile to make use of and will be structured into brief or lengthy classes relying on the period of time that employers are prepared to spend.
Laying emphasis on the Nigerian system, she mentioned we (Nigerians) settle for unhealthy service and that poor service thrives in silence.
She additionally suggested customers to talk up about poor service in different to vary the narrative for the higher.