CUSTOMER SERVICE PRO with Nnamdi Anene

You decide to eat out this beautiful evening with your spouse, and you order for your favourite. It is probably a meal you always cherished from childhood. But then, this doesn’t taste as exactly as the one you know you’ve eaten elsewhere. Why? According to food scientists, this could be attributable to different variables such as the cooking process itself, some hidden chains of flavour, and yes even the personality of the person cooking.  Yes, that too.Professional cooks will tell you that two cooks can prepare a certain meal individually and both will come out differently; same ingredients. same timing, same recipe,  Yet a somewhat different taste. Well, this is not a food article. But we’d draw the parallels with the above. Often, organisations in a bid to standardise professional conducts when it comes to service, come up with operational guides or manuals which spell out in black and white, everything down to the details, from dress code to expected proc...

Ever heard the statement, "Sticks and stones may break my bones, but words will never break me?" According to Wikipedia, it appeared in a publication of the African Methodist Episcopal Church. That statement has gone rounds. So, is it true? Not actually. Truth is, words can do more than break a person, a business relationship, an international agreement, etc. And that's to say the least. Of late, I've been thinking and reflecting about words. Words, you see are a powerful tool of communication. Of course, you know there are other means of communication, but in this post, we shall look at words and their place in Customer Relationship Management. Words have tremendous power! With our words, whether written or verbally communicated, they can build or mar just any customer interaction. And this is true for our day to day interpersonal interactions as well as it is for business engagements. For instance, with words, enduring relationship...