Service mantras
Some say it's easier to get new customers than retain old ones. Because retaining a customer requires work. To reduce the churn rate every organisation requires an elaborate action plan and a customer centric mindset. And part of it might include hammering 'customer service excellence culture' into the minds of every front line manager. These are not my words. These are the wise words of renowned corporate coach Dhammika Kalapuge.
At the training session Service Mantra, Dhammika Kalapuge introduced a ballroom full of people to the 16 customer loyalty assuring service mantras. The service mantras, which were interesting and intentionally rhyming, were easy to grasp. Most of the mantras were prepared with the use of common sense and by following basic principles in human behaviour with the aim of building customer loyalty. The first level focused on the five service mantras to be followed in making a customer happy. The second level focused on five more service mantras to achieve customer. Thirdly, another five mantras were introduced with the aim of wowing the customers. The final mantra, 'Insist to be consistent', dealt at length with the importance of maintaining consistency at every level and customer contact point to build customer loyalty.
During the training session at Lakeshore on November 13th, Dhammika, who held the position of Vice President–Marketing at DFCC Bank prior to becoming a professional trainer, said that creating a customer service excellence culture is something that has to be done using common sense. He also said that recently many local organisations have started to understand the importance of this kind of programmes in order to enhance the level of service.
Engineer-turned-writer, Shahriar Rahman is Sub-Editor of the tech publication of The Daily Star. He is also Head of Operations at HiFi Public
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