Judging Services

Author: BUYandSELL   |   Posted on: October 07, 2011

It is said that some Kenyan businesses have the worst customer service ever experienced. But what is good customer service anyway? Are there certain criterion that we should look for when making an unbiased judgement on whether a place has good service of not? Here on Buy and Sell, we provide an opportunity for businesses to advertise their services and we would like you to know what you deserve in terms of quality service.

Most people only take up services that have been recommended by friends and family, which makes it difficult for new businesses to get a client base. For the adventurers amongst us, trying out new places for the services they present offers a certain thrill. The more expensive (or long term) the product/service, the more people depend on reviews to take up. Therefore, a business should always present its best foot forward because that will draw more clients in.

First of all, to the customer we tell you this; you should know you are the focus of any business transaction. There is no one higher than you in the hierarchy. So what you want, you should get; within reason that is. Receptionists are the face of almost all businesses, and the first people you meet when you walk in. In other establishments, the person who will perform the service would be the first person you meet. Either way, and especially if it is your first time in the establishment, they should do their best to make you feel comfortable. Their being friendly and courteous would do just that.

People usually judge customer service dependent on the speed in which they are served. For example, in restaurants, or even in formal business establishments, the time it takes for clients/customers to receive the service, is counted into the official score for the business. Customers are very impatient people, more so in urban areas where they feel that their time is valuable and have other more important places to be. Establishments that offer services in a timely manner are favored; explaining the prevalence of fast food joints as opposed to formal restaurants.

Quality services are gauges depending on their ability to meet needs and expectations heads on. Every time a customer enters any establishment, they expect the service to turn out in a specific way. Even in the banking industry, customers expect a certain amount of interest, perks and benefits by having an account there. The same goes for insurance firms to salons to cyber cafes and everything in between. When leaving, customers should feel that they’ve got their money’s worth.

An exceptional service provider should be able to anticipate the needs of customers. Innovation is favored in its ability to meet needs that the customer themselves don’t even know. Such as telecommunication service providers with mobile money transfers to catering companies offering delivered lunch to businesses.
Drawing business is only the first step for any business, but keeping them interested can only be done by businesses that offer quality services and making clients invest emotionally in their offerings.