The Person on the Other End of the Line
This Customer Service Week, the extra mile starts with something simpler: making sure that when a customer, caller, or visitor needs a human being, one is there. By Olufunmilola ‘Funmie’ Aluko | Customer Experience Leader | Chief Brand and Marketing Officer/ Head, Customer Experience, Union Bank of Nigeria On any ordinary day, in any large city, the same moment plays out thousands of times. A woman calls her mobile network because her line has been barred and she cannot reach her children's school. A man rings a hospital switchboard, trying to find out which ward his father has been taken to. A small business owner stands at the reception desk of a large company, holding an invoice that has been unpaid for four months. A traveller dials an airline hotline at two in the morning from an airport she does not know. None of them is calm, and none of them has reason to be. What happens next depends almost entirely on one person: the agent, operator, or receptionist who answers. If that p...