1. Entrenching Organisational Values through Quality Customer Service Delivery
Customer service agents are first point of contact with organisations. They are representatives
of organisations and more of ambassadors but indigenous organisations in Nigeria are
spending little to build agents or even pay little attention on these organisation image makers.
Customer service agents can be in the form of front desk offices, administrative officer, Sales
office/agent, Marketer etc. Anyone, no matter the role profile or position, who is a point of
contact with customer is a customer service agent. Thus the need to place value on customer
service engagement. For Customer service agents to be effective in delivering values to
organisation no matter how small the organisation is, there need to be basic fundamentals
principles, core values etc. developed in the organisation and passed to the customer service
representatives.
There need to be rules of engagement which involves developing standards and procedure for
customer service person to imbibe
 Manner of dressing
 work environment
 ethics and manner of approach (in person, online and on the phone)
 temperaments
They must be trained on emotional intelligence as this help them identify their personality
trait; the strength and the weakness and also help them relate well with people of other
personality traits. Some customers are better related to with logic, some from social angle,
while some are emotionally inclined.
There is also need to develop the right mentality in customer service agents as it will help
them interact conveniently with different types of customers
 Customers with superior or inferior academic qualification
 Customers from different socio-cultural environment
 Customers with more experience, skill in same or different field etc.
There must be also be minimum standard of engagement with customer in order to protect
company's ambassadors from exploitative and harassing customers. This help build customer
service confidence, give them sense of ownership and protection

2. SME's and even large corporation cannot afford to ignore the importance of quality service
delivery in term of customer service engagement as this has been one point of differentials
between top organisations (A list) and the 'just there' organisations. This is because most
organisations compete at the same customer niche and quality customer service is now
servicing as one factor in product differentiation.
Holinks Consulting 2015