BUILDING THE “EXCELLENT” YOU

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Customer service has
become a central focus of management strategy as companies strive to achieve
excellence in the increasingly competitive market place. It is indeed the new
standard by which customers judge organisations and by which organisations evaluate
themselves. Organisations have come to understand that the opportunities for
growth in the marketplace will not come from new products or markets, but from
the ability to deliver high quality and excellent customer service.
Organisations today are
defining and implementing roadmaps for customer service transformation. They
are improving the ambience of their service outlets, redesigning processes for
improved efficiency, investing heavily in technology to support business
operations, releasing new products to meet perceived customers’ needs,
improving systems and processes for customer complaints handling, paying more
attention to the ‘voice of the customer’ and building a strong customer service
culture.
The quest for excellence at
UBA is no different. Having set inspirational goals on service, UBA is fully
focused on the customer and customer satisfaction. Various service
transformation initiatives are being implemented including upgrade of its
electronic channels, heavy investment in technology to support seamless
business processes, branch infrastructure upgrade, continuous business process
improvement, the 24/7 Customer Fulfilment Centre for complaints handling,
product innovation and various change management programmes to bolster the high
service standards culture in UBA.
Organisational Excellence and Service
Excellence
While most organisations strive
to improve their service standards through various programmes, ultimately, the
task of providing excellent customer service falls on employees. The success of
the service transformation drive of most organisations today is therefore largely
dependent on individual staff members because it is impossible for an organisation
to excel in customer service without a crop of ‘service excellence driven’
personnel.
Excellence in
an individual connotes the individual’s stamp of superiority, distinction,
uniqueness and brilliance.  It sets the
individual apart from the crowd because it signifies extraordinary quality and
exceptionality. This trait is evident in all very successful individuals and
indeed, majority of staff of successful organisations.
HOW TO RECOGNIZE AN ‘EXCELLENT’ INDIVIDUAL
IN THE WORKPLACE 
Deep passion for service:  The ‘excellent’
individual understands that the customer is ‘King’ and the reason for the
company’s corporate existence, so s/he appreciates, respects and values all
customers and serves customers with passion, zeal and enthusiasm. The
individual also has a good customer service orientation.
Efficiency: The ‘excellent’ individual attends to and processes customers’
transactions on time, with a sense of urgency because s/he respects the
customers’ time
Reliability: The ‘excellent’ individual is a person of truth and integrity. Her/his
word is her/his bond; promises made to customers are kept.
Effective Communication Skills: The ‘excellent’ individual relates to customers in
such a way that there is always mutual understanding and no ambiguities.
Prompt Resolution of Issues: Resolves customer’s issues with a sense of urgency
based on a genuine concern for the customer and customer satisfaction.
Hitch-Free Business Operations: Such an individual ensures systems and processes
function optimally. S/he supports smooth business processes, has a good system
maintenance culture and is prompt to resolve issues that can halt business
processes.
Strong Customer relationships: The individual builds strong customer relationships. S/he
knows key customers personally and always goes the extra mile to serve and
delight them.
Knowledgeableness and Competency: The ‘excellent’ individual is technically sound,
competent and is very good on-the-job. The individual is also well read and has
a good knowledge of the industry s/he works in. The individual is passionate
about self development and does not wait for officially scheduled training to
deepen knowledge and skills.
Innovativeness: With a strong desire for service excellence, the individual always
consistently reviews business operations with a view to improving efficiency of
business processes.
Perfectionism:  The ‘excellent’ individual is
careful and produces top quality, error free output by paying attention to the
standard of every detail of the working environment, observing the highest
standards.
Commitment: The ‘excellent’ individual is truly and sincerely committed to the
goals, objectives and the very essence of the organisation, spreads only
‘positive’ energy within the organisation, is hardworking and never gives up.
HOW TO BUILD EXCELLENCE IN YOU
Imbibing and
consistently demonstrating the tenets discussed above will build excellence in you
and make you a role model for other staff in the organisation.
 
By Titilayo Iwenjora

 

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