Editor, In a recent letter I wrote, I was talking about service providers thanking customers for complaining. Today, allow me space in your newspaper to highlight how service providers, after thanking their customers for complaints, should help them more in their needs. When handling a customer complaint ask them how you can make things right; then do more. A good strategy is to ask them what they want. You have to be genuine and polite. Most people don’t want much. They usually just want you to listen. But whatever they say always do it and more. In customer service, as with most things, there isn’t one right answer. There is almost always more than one way to accomplish something. But we don’t always admit it. Too often we focus on one way to do something. Maybe it’s the only way we know. Maybe it’s the fastest, cheapest or easiest route to helping our customer. But that doesn’t make it the best. Remember, our goal is to help our customers get what they want, within our ability. So we always need to look for alternatives. As Kevin Stirts, a renowned customer care specialist puts it, “we need to be creative. We need to think beyond the first solution that comes to mind when we’re working with our customers. Being flexible means being willing to try a different path. Always consider other options as possible ways to help your customer get what they came for. It means offering customers more than one solution. By offering choices we’re making it more likely they’ll get what they want. There are few things worse than being a customer and someone says “that’s the only way you can do it”. Being flexible also means being willing to try new things and go the extra mile for customers. It means being a problem solver rather than an order taker. Customers know the difference. Take an honest look at how you do things. Are there rules or habits that get in the way of your customers getting what they want? If so, could those rules or habits be changed so you are able to serve your customers better? Stay flexible as you provide solutions to your customers. They’ll thank you with their loyalty. sbuhigiro@caa.gov.rw
