No matter how big or small a company is, they are your customers and it’s crucial to treat them all with the same level of respect and importance. If one company brings in Rs50,000 and the other brings in Rs5000 do you treat the companies any differently? Does it matter that their values differ? At the end of the day, they are both still your customer so where is the difference, as a company your values shouldn’t differ. Appletree has been operating in Mauritius since 2004 and even though between then and now our core business has changed, our centre and focus have always been and will always be driven by customer service. There are many different ideas, documents, and studies written on customer service; what’s good, what’s not, best practices, and what you should follow. There are the Three C’s which come in a few variations
- Consistency, Consistency, Consistency
- Context, Continuity, Consistency
- Communicate, Connect, Celebrate
There are many different ways to look at and apply customer service or customer satisfaction but it generally all comes down to the same thing and all of the C’s have similar inferences, and ultimately the same end result which is a happy customer. ‘Treat others how you wish to be treated’. Take it back to basics what do you expect when you go into a shop:
- Friendly greeting and communication;
- Listening and understanding;
- Connection – relationship building;
- Genuine Smiles
These are the basics and, in my mind, it should be easy for any customer focusing company to put them in place and maintain. Appletree also uses these customer service principles in all its services. Part of our USP is our customer service, and we make sure to maintain very high standards in the way we work with our customers.
Service starts before you are even a customer – it begins as soon as you walk through our door or give us a call. We pride ourselves on treating every client as a partner and offering the very best service that we are able, at all times. That starts within! Our staff represents our internal customers. Many of our staff members have been on the journey since we first opened back in 2004. Many of our customers choose to stay with us for just that reason. Our customers know us very well and value that if there is a problem they require our help with, we are always available. Of course, we would prefer that there are no problems and our account management team can just make a call to say a simple ‘Hello’ instead!!!