Building Customer Experience
Figure 1
Family Life Association of Eswatini Staff during Customer Service Training.
Manzini – The Staff and support staff of the Family
Life Association of Eswatini (FLAS) received training on how to maintain
customer satisfaction, as part of customer service capacity building. This
training is part of a series of extensive rejuvenation exercises from the
management to ensure quality and top tier customer satisfaction within the
organization. Customer service is the act of providing service to customers
before, during and after purchase.
Building Customer Experience is the ultimate way of
ensuring customer satisfaction, this is through designing an ultimate customer
experience within first visitation to the facility. The way customers or
clients perceive an organization is through their first encounter with that
organization. The Family Life Association of Eswatini prides itself for being a
Youth-Centered Organization, which ultimately translate in its services being
youth friendly, relevant and approachable services. Being a youth friendly
center has natured professionalism and a welcoming culture within FLAS facilities.
To maintain customer satisfaction means a
comprehensive understanding of your clients/ customers, by understanding your
customers means it will be easy for your organization to communicate with its
audience and same applies to the audience. This entails proper research into
the customers behavior and trends, that will reveal the preferred channel of
communication alongside the image customers have about the organization. The
goal is to always have top of mind status amongst the customers and maintain a
positive brand image within the customers, this will be achieved through a
properly designed customers experience.
Goal of Building Customer Experience.
The goal is to convert first time customers to
continuing customers and continuing customers to advocates of your organization,
by creating a memorable experience first time customer will have a positive and
lasting impression about the organization and that will encourage them to
continue using the facility, by doing so they have been converted and that will
translate to them being advocates of the organization. This is achieved through
developing a “meet and greet” attitude with employees and proper “self-care”.
Figure 2 FLAS Executive Director making his remarks during the Training.
Dealing with
different customers will have an impact on a person’s emotion and character,
that is why it is important to have a self-care routine with a work schedule.
As an organization is said to have “no emotions”, the drivers- employees of
that organization has emotion and they suffer from fatigue, burn-out and all
emotion related stress, it is then important for organizations to put in place
factors that will ensure that employees are well taken care of. This may
include therapy sessions, refresher outings, sufficient stuff and an open
culture where employees can help one another and create a conducive working
environment.