More than a Desk Job: How we all serve customers
Customer service isn’t just for the people answering phones or responding to emails—it’s something we all do every day, whether we realize it or not. From business owners to project managers to finance, handling customers—whether they’re clients, colleagues, or partners—is an essential part of the job. This week, we’re diving into what it really means to provide great service, even on the toughest days.
To celebrate customer service week, we asked different people in different roles and business owners some questions on how they handle customer service in their roles. Let’s see what they all had to say:
Turning Challenges into Wins”
Turning challenges into wins is all about mindset and strategy.
• Question 1: How do you handle difficult or upset customers?
Stanley, Senior Project Manager says I deal by remaining patient and calm so I can listen and get what their issues are. I also communicate in clear terms my feedback in a very polite manner.
Chichi, CEO at AutoGirl: by always acknowledging first their issue, apologize for it, and then proffer solution immediately.
Busola, Business Development Executive says I handle them by actively listening to their concerns and giving as much reassurance as possible. Then effectively communicating with them on the steps being taken to resolve their concerns.
• Question 2: Have you ever turned a negative customer experience into a positive one? How did you do it?
Ope, Innovation Manager: Yes, the key is to listen to customers and identify their pain points, take these feedback and work on them with clearly communicated timelines and processes.
Staying Positive: Grace Under Pressure”
Staying positive and maintaining grace under pressure is a valuable skill that can help you navigate challenging situations with poise and confidence.
Question 3: How do you stay positive and maintain a good attitude, even on tough days?
Ore, Customer success tells us: I always try to stay positive by remembering why I am doing this in the first place, I remember that I enjoy solving problems. That motivates me to want to do more to always think of the customer first. I also remember that I lead a team and I have to be strong for them, lead by example and remember to always smile.
Side note: you can always take a walk to clear your head.
Tope, CEO, Aina Aladire : I will say, because it has taken me years to build this brand, I won’t let a bad day ruin all those efforts so I bear this in mind and go about my business.
Going the Extra Mile”
Going the extra mile" means making an additional effort or doing more than what is expected of you.
Question 4: What motivates you to go the extra mile for customers?
Stanley, Senior Project Manager : The smile and satisfaction on the face of the customer motivates me to go the extra mile.
Ope, Innovation Manager : If I say money now I’ll look like a thief lol but on a serious note, it’s the joy of making the customer happy and satisfied.
Busola, Business Development Executive: Making a positive impact in the life of a customer motivates me. I enjoy knowing that I have satisfied a customer and exceeded their expectations.
Chichi, CEO at AutoGirl: They are lifeblood of business.
Compliments That Made Our Day”
Compliments have a wonderful way of brightening someone's day and can motivate anyone to put in extra work.
Question 5: What’s the best compliment or feedback you’ve ever received from a customer?
Tope, CEO, Aina Aladire: This is a review amongst lot I have gotten from customers.
“I don’t know how else to express my gratitude except to say you have outdone yourself. I remember our first meeting during Covid when I ordered a kaftan sight unseen and you were so patient in ensuring I got what I wanted. Since then it’s been an interesting relationship. From last minute adjustments to outfits you didn’t sew to making outfits specially for me, to forgotten fabrics bought that I forgot, what can I say?
To the numerous aso ebi without disappointments, thank you. I know this last one for almost 50 people tested us but here we are with lovely memories.
I hope the next time I have an event it will be as smooth sailing as it has been this last 4 years. Thank you dearest 😘.
Ore, Customer success: Best compliment….hmmm… I have received so many but I think the best has to be when I worked with a customer on a transaction dispute training after work hours and get a commendation letter sent to my managers acknowledging how articulate, patient and supportive I was.
Whether you’re answering emails, managing a project, or running a business, great service makes all the difference. Here’s to the people who keep our customers—internal and external—happy every day.” Happy Customer Week everyone!