After noticing poor performance in business customer service, one of the country’s customer service freelance trainers, Reheema Mittawa Pandor has authored a book on Customer Service Management.
In an interview on Thursday, Blantyre based Pandor said the book to be launched this Friday in Blantyre, intends to impart knowledge on improving customer service delivery for companies and individual businesses.
Pandor notes that a useful product can get someone’s attention but customer service is the cornerstone of establishing trust.
The young author cited long queues, poor management, poor communication skills, late response and attitude as some of the challenges in customer service.
Said Pandor: “I was motivated to author the book because as customers we want value for money; we want to pay not just for the product but the service, professionalism, appreciation, kindness as well as action.
“Most are the times you find a customer move from one company to another because of poor handling of customers by employees who do not value the importance of customer service to their clients as well as the organisation at large”.
She expressed concern that consumers have come to a point where they only expect good customer service in developed countries.
Pandor notes that a lot of poor countries have innovative products that never make it off the shelf often because most companies do not treat their customers as they would want to be treated.
She further said customer service is the only way to achieve continuous business and better customer experience adding that customer satisfaction leads to positive advertising.