Author: mbinkar

Why You Should Never Tell A customer “How can I Help You?”

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Customer service

Help! Are you kidding me? It is amazing how things have changed and how the customers’ needs are evolving. Today, Customer Experience is becoming a determining factor to customer buying behavior. It’s therefore incumbent on customer service personnel to rethink their strategy.

Customer buying behavior is being influenced by very sensitive things that have nothing to do with the technical attributes of the products. Today’s customer factors in the services of the firm, the eel of the purchase environment and the warmth of the contact with the sales persons.

Till this day, it is common to ask a customer how you may help them, but the issue with this statement is that the word “help” positions you in the position of strength and the customer in the position of weakness.

What should you rather do? You should ask the customer “how you may assist them” as this puts you in the position of service and reechoes the notion of the customer as the king. Businesses are born to meet customer needs and customer-centric organizations can achieve this corporate goal through a delightful customer experience.

This customer experience trend must be able to echo through all services from the public sector, down to hospitals, schools and businesses. There is this general conception that customer service in developing countries is for Businesses.

Today, information is becoming more available and poor services easily shared and condemned. Positive language has to be considered as a way of life and an integral part of every professional. Expressions like “no”, “I don’t know” must give way to responses like “I will do something about it”.

Also Read: Mbinkar Fomunyuy Invents “Mbinkar’s Customer Success Model”

Words have power and the power of words is the charm of sales. Today the salesperson has to be able to create lasting relationships with customers and as such create value for the customers and in return value for the firm. You have to use words that bring your customers back; you have to use words that make your customers feel right.

This game of words can be achieved through two action steps:

  1. Always give genuine appreciation to your customers, both internal and external customers. Which words do you use on your colleagues? and are they the same words you would love them to use on you. Learn to appreciate what they do. Begin seeing the little thing they did right and not focusing on what they did wrong. Appreciation heals. Appreciation creates real bonds and builds trust.

  2. Never condemn or complain. No one likes to be condemned, not even you. But we find it very easy to complain and condemn others. We find it easy to point fault. I am not asking you never to point out what is wrong but do so constructively and heal, not scatter.

A customer service expert is one who masters the use of positive language. Words that heal, Words that create bonds, and Words that nurse loyalty. Great words win the heart and make the sale. A customer service professional must be able to create a bridge between the heart of the company and the heart of the customer through strong positive words.

Mbinkar Fomunyuy on Cameroonian Businesses and Customer Service

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Mbinkar Fomunyuy on Cameroonian Businesses and Customer Service

Mbinkar Fomunyuy is Customer Service Consultant & Master Trainer. CCSP, AMABE, MBA. He is the CEO at Institute of Customer Service Cameroon and Cameroon’s Country Representative for American Certification Institute (ACI), USA.

Today, Mbinkar will share with us why businesses fail in Cameroon and how to turn the figures.

Come to think of this, ” A bank having 10,000 Clients, with 20% of accounts dormant, yet they are searching for new clients”. ” A mobile operator seeking new leads, with 10% of its clients leaving them”. Where is the rational?

It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. (White House Office of Consumer Affairs).

There is a 5 – 20% Probability of selling to a new prospect and a 60-70% Probability of selling to an existing customer (Marketing Metrics). The problem is, in Cameroon, it is just business as usual.

We have a great staff, well trained, big titles like ” Head of Customer Service”, ” Client care manager”, but nothing is done to ameliorate service quality. Impossible objectives are given to front line staff and no real diagnosis is done to ensure they are able to deliver a unique experience to each client. Customers are so frustrated and no one to talk to.

You can take this from me ” The future of Cameroon businesses lies in the hands of Customer service heads”. Service quality is so poor that a little effort differentiates you from competition.

Cameroon businesses need to identify all customer touch points. Clearly define all possible ways in which your customers get in contact with your brand: before, during and after consumption. Start eliminating administrative bottlenecks, procedures that are not customer friendly, staffers that have a poor service attitude.

Begin cultivating a service culture and let everyone be part of the story. Let it be in the DNA of every staff. Create a positive first impression on all new customers and make up for poor service delivered before. These are three actions steps:

  1. Start with a customer Service Audit.
  2. Do a customer service training of your staff.
  3. Implant a feedback system.

A business output is not left to chance, it is a well calculated and action-oriented result. The reason every business exists is to serve Clients. Mastering the client and making his/her entire journey a memorable experience is the peak of business achievement and the greatest differentiating factor.

Mbinkar K, F. CEO, ICS Cameroon