Volume 2 Issue 2
Welcome to Centric Hub! This month we are extremely excited to share some of our activities, from our Customer Service Training Videos which is a Customer CentriCity initiative– We have produced Customer Service Training Videos to assist individuals and organisations in their quest to offering OMG Customer Service. The videos are insightful and come with a manual to aid teaching please read the article on Customer Service Training Videos for more details, to our Create Raving Fans Training for HR Personnel– this is our way of giving back to the society at Customer CentriCity so we dedicate ourselves to offering fantastic and free open trainings to various fields. This time our focus was on HR and the effects of Hiring Right .
Centric Hub
A CUSTOM E R C E NTRI CI T Y L I M ITE D PUBL IC AT ION © 2 01 5
Hello friends, a wonderful month of March to you!
In this edition of The Core, we’ll be addressing the issue of Targeting, it’s necessity and eventual benefits, it promises to make for a really interesting read so be sure to check it out. We also have some service commandment tips for every business, guaranteed to make sure that you work your way to the top and stay on top of your competition. As always, we look forward to your feedback so please share! Check us out on Facebook and do take the time to like us. Cheers! Uloma Umeano
Inside this issue: The 10 Commandments of Service
2
Customer Service Training Video
6
Create Raving Fans Training
9
4th Annual Asset Summit
11
The Core
12
About Dramatic Impact
14
About CentriCulture
15
Special points of interest:
The 10 Commandments of Service 1. PUT YOURSELF IN
YOUR CUSTOMERS SHOES- This is the basis of every good customer service strategy. It enables you to not only match the customers expectations, but exceed them.
2. LISTEN, LISTEN, LISTEN, NEVER GUESS, NEVER ASSUME- So many businesses base the majority of their decisions on assumptions. Unsurprisingly, most turn out to be inaccurate. Ask your customers what they think, it will be the most honest, constructive feedback you’ve ever had.
3. KEEP THE JARGON IN THE OFFICE, COMMUNICATE IN Page 2
YOUR CUSTOMERS LANGUAGE- Every
great service. Simple as that
business has it’s own internal jargon. Don’t let this slip into your general conversation, speak your customers language.
5. LOOK AFTER THE LITTLE THINGS, THEY MAKE THE BIGGEST DIFFERENCE- Often the little
“ We have to accept that
very occasionally, despite our best efforts, we still can’t please some
things in life frustrate us the most. Despite this, the smaller details are usually the first to be neglected. The small stuff, is equally, if not more important.
people. .”
4. A HAPPY WORKPLACE= HAPPY WORKERS= HAPPY CUSTOMERS- From
6. DON’T GET DISHEARTENED, ACCEPT THAT YOU WONT PLEASE EVERYBODY- We have to accept that very occa-
the developer to the receptionist, your people are everything. Keeping them motivated and happy means you deliver
C E N T R I C HU B
The 10 Commandments of Service occasionally, despite our best efforts, we still can’t please some people. That’s fine. Don’t let it distract you from your overall goal and don’t get disheartened. 7. AS YOUR BUSI-
NESS GROWS, KEEP SERVICE AT IT’S HEART- This is a challenge for every growing business. You live, breathe and sleep the business, what you do and the service you deliver. Do your staff? Instilling the same passion is hard, but leading by example is the first step. Set the expectations and ensure they are met.
8.BE PROUD OF YOUR STRENGTHS, ACKNOWLEDGE YOUR WEAKNESSESVOLUME 2 ISSUE 2
Utilize your best qualities but remember to seek help to constantly improve. Knowing your capabilities will help you improve in the long run your potential- who 9. PUT A HOP, SKIP knows what you’ll learn AND JUMP INTO next? Constant learning YOUR SERVICE AND and improvement will GO THE EXTRA MILE- keep you and your client happy. Make each customer feel valued by always giving more. Roll out the red carpet and make them feel like VIP’s. “
...leading by
example is the first step.”
10. EVOLVE AND ADAPT, WHAT WORKED A YEAR AGO MIGHT NOT NOW. COMPLACENCY WONT DO!- Keep
Customer Service Practitioners Association (CUSPA) is an endorsement agency- a regulatory body that focuses on the establishment and management of quality standards in the practice and administering of Customer Service in Nigeria.
moving the goal post to ensure you always reach Page 3
Customer Centricity Limited- Customer Service Training Video Passion has always been a trade mark of our trainings at Customer CentriCity Limited. We are always thinking up new ways to push ourselves further and give our participants a training experience that they will not forget in a hurry. The Customer Service Training Video– Volume 1 This initiated the birth of Customer Service Training Video- Volume 1 and it is riences to the participants. the first in a series of soft The manuals are broken skill training videos that down to help the facilitawill be produced by Custor recognise and point tomer CentriCity Limited. out the salient point in This Volume addresses each video. different aspects of Customer Services that are “In the course of our trainings, relevant to ensuring a parwe have recognised the need adigm shift in Attitude, to create materials that the Communication, Internal participants can relate with..” Customer Service and SerThe videos give cases that vice Recovery. can be used to teach on The CS Training Video is what is appropriate and also inclusive of a Training acceptable and what isn’t. Manual meant to assist the The cases give room for training facilitator deliver interaction where the facilexceptional learning expeitators and participants can Page 6
go through and point out the necessary steps to take concerning various situations. The Customer Service Training Videos (Volume 1) is a Centric Studios Production, a trademark of Customer CentriCity Limited and these videos were compiled to meet the needs of trainers and participants across the country who need to have materials that they can relate with. In the course of our trainings, we have recognised the need to create materials that
Customer Service Training Video Manual
NEWSLETTER TITLE
Customer Centricity Limited- Customer Service Training Video the participants can relate with, scenarios of real life situations that people encountered almost on a regular basis. This material is recommended for:
• Training Consultants • Course Facilitators • Private users • Training Departments and Human Capital Development Groups • Service-Oriented Organisations and Associations
Customer Service Conscious Individuals
These contents have been structured to address different aspects of Customer Service and each section has a manual to guide the user. Attitude Internal Customer Service Communication Service Recovery
This is just the beginning in a wide range of series that will be developed to address different soft skills training needs from Leadership to Marketing.
VOLUME 2 ISSUE 2
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Laugh Out Loud! A lawyer runs a stop sign and gets pulled over by a sheriff. He thinks he's smarter being a big shot lawyer from New York and has a better education than an sheriff from West Virginia. The sheriff asks for license and registration. The lawyer asks, "What for?" The sheriff responds, "You didn't come to a complete stop at the stop sign."The lawyer says, "I slowed down and no one was coming."Y " ou still didn't come to a complete stop. License and registration please,"say the sheriff impatiently. The lawyer says, "If you can show me the legal difference between slow down and stop, I'll give you my license and registration and you can give me the ticket. If not, you let me go and don't give me the ticket."The sheriff says, "That sounds fair, please exit your vehicle."The lawyer steps out and the sheriff takes out his nightstick and starts beating the lawyer with it. The sheriff says, "Do you want me to stop or just slow down?"
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NEWSLETTER TITLE
The Creative Raving Fans Training Impact Buzz The 2014 CREATE RAVING FANS SERIES which took place on the 17th of October at Protea Hotel, Ikoyi was a huge success. HR practitioners from various organisations in the Service Industry were in attendance. The training which was bespoke to the HR profession, addressed the peculiarities of recruitment for the Customer Service Cross section of participants focused organization. The issue of Righting Hiring and Hiring Right was critically addressed. The event was facilitated by Mrs. Uloma Umeano, a leading facilitator in the Customer Service Industry, MD/CEO Customer Centricity Limited and Founder/ President Customer Service Practitioners Association (CUSPA). Her passionate delivery was complimented with the mastery of recruitment issues of Hamilton Lloyd & Associates’ MD/ CEO and Facilitator, Chinedu Duru. Cross section of participants
The training was filled with various brainstorming activities created to keep the participants active and operational. Investigative Reporting and Group Activities saw the
attendees enthusiastically participate and also bring to the table, their own knowledge and experience. In all its professionalism, the training was without doubt a fun filled, innovative and wonderful experience which left the participants challenged, inspired, motivated and excited to give SUPER service through right hiring. –Ikay Aghedo Social Media Executive Customer CentriCity Limited VOLUME 2 ISSUE 2
Participants with Uloma Umeano MD/ CEO Customer Centricity Ltd
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Coming Soon!
Did you get the chance to experience Petal’s of Steel? If not, get set, we’re bringing the grandest exhibition you’ve ever experienced back to Lagos. Fragrant Kaleidoscope is the third in a series of Art Exhibitions by the extremely talented Nkechi Abii and this one promises to be the most enchanting of them all. Watch this space for more details . Call 07065559525 for sponsorship details VOLUME 2 ISSUE 2
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3rd Annual Infrastructure Asset Management Summit Africa 2014 Maintenance Culture is a popular phrase in Africa including Nigeria; the lack or absence of it is normally referenced in speeches at conferences, seminars, workshops, debates, etc. It is in our faces everyday. We watch repeatedly as residential buildings, office complexes, shopping malls and estates get built and in no time they begin to fall apart! Hardware like door handles and toilet flush-levers fall off. Pipes burst. Chairs collapse. Light fittings hang lose. Even the software suffers as Customer Service starts off fantastic then withers into rudeness. One recognises when the novelty wears off in the new restaurant and the waiters begin to look bored as they give halfhearted attention to customers. Uloma, CEO, Customer CentriCity Ltd will discuss and share her experience on how to make Asset Management and Maintenance both appealing and compelling to Top Management and Leadership that direct the organisation. “It is simple really, organisations need to be able to make the correlation between the investment in maintenance and sustained profitability through minimized, strategic cost management. Having a culture of maintenance erases, or at least grossly reduces (usually large) replacement costs.� Join Uloma at this enlightening, thought provoking and change enhancing program scheduled to take place at Eko Hotel from March 23rd-24th 2015 Register now at http://assetsummit.com/register-now Looking forward to meeting you there!
3rd Annual Infrastructure Asset Management Summit Africa 2014
VOLUME 2 ISSUE 2
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The Core with Uloma Umeano– Hot Air
“One could tell when Amira was absent from her desk because there was a hollowness that filled the small space when she was not there.
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NEWSLETTER TITLE
The Core with Uloma Umeano– HOT AIR LESSON One of the most important questions in sales planning, and indeed through the entire business management process is “who?” Who are we creating this product for? Who will buy it? Who has the disposable income to continually purchase? Who will use the product more frequently? Who will place the most value on our product? Who will most likely recommend this product to others? This covers a lot of the initial planning that must happen. However the more important question that finally makes everything come together is the “where?” That is what the concept of sales targeting is.
Targeting is loosely defined as “selection as an object of attention” In Sales & Marketing therefore it is understood that there are always a certain group of people whom the product best serves. These people must be well-understood. Most marketing processes start with “Target Definition”. Nkemjika and his team were careless. They left the targeting of their marketing communication in the hands of a media company with a different set of objectives. She managed to speak to the larger mass market about a product that did not necessarily have mass appeal.
Targeted or Niche marketing is best for certain specialized products. A company that has produced or imported a container-load of syringes has no business advertising in the mass media. That will be ineffective and wasteful. Because you have identified and defined the audience to be hospitals, doctors and medical administrators for instance, then “finding” them becomes not just imperative, but sensible. How would you market syringes if you were the Sales Manager?
Uloma Umeano is the MD/CEO of Customer Centricity Limited and the Chairperson of the Customer Service Practitioners Association. With large corporations like (not limited to) First Bank, MTN, Diamond Bank, Etisalat, NIMASA and ECOWAS in the large customer base that the Consulting and Training enterprise enjoys, they offer excellent, exemplary service. Her passionate sense of Customer Service has made her a thought-leader in the subject and she has many testimonials to support this. In her own words, “I see us as Organisational Shrinks. We get the client to lay down on our couch and tell us their problems and we listen, process, then develop bespoke solutions. Our solutions are usually people-oriented and communication-dependent. But it is never the same for any 2 customers !” VOLUME 2 ISSUE 2
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Learn more about our Dramatic Impact at CCC Dramatic Impact is about combining the skills, professionalism and insights of our highly trained facilitators with the flexible, creative possibilities presented by our solution-oriented approach to management. With Branded Service Theatre© our sessions provide relevant, transformative and entertaining resolutions to the challenges facing many organisations today. Our training style is interactive and fortified by practical learning. It combines multimedia, skills assessment, life-like case studies methodology that drives and embeds the desired behaviours around the training activities. The training content is Research-based (internal and external) and refreshed based on topical and industry development All our training work can be tailored as an in-house program to address specific issues within your company. Our trainings include: • • • • •
Customer Service Delivery Leadership Development Sales and Marketing Team Building Change Management.
CONTACT DETAILS Customer Centricity Limited Correspondence Corporate Head Office Address: 15 Biaduo Street Off Awolowo Road South West Ikoyi, Lagos. Nigeria. Telephone: +2341 2704974 +234 8035351523 Email: info@customercentricityltd.com ulomau@customercentricityltd.com adaa@customercentricityltd.com WEBSITE www.customercentricityltd.com
Check us out on www.facebook.com/ CustomerCentricityLtd
Customer CentriCity Limited represents an Integrated Marketing, and Human Performance Improvement Operation. We were first incorporated in March 2005 and launched into full operations in April 2006 convicted to bridge the gap in communications borne out of the separation of marketing concepts and the ‘people value’ element. Our Client portfolio and projects spans across the corporate-private / public sectors including; Financial services, Manufacturing IT, Facility Management and Legal sectors. We dubbed, and advocate a 720o customer cover© business philosophy that reinforces the need to engage the customer, not just through the conventional external advertising methods but further engage them through internal employees -‘the People’-on the same continuum. In essence, we go round the customer twice!
Be sure to LIKE us!
Learn more about our DataXtract Lab at CCC This Lab is all about data. It is the engine of our operations because it feeds into all the work we do in other departments. Our Training, Consultancy and Marketing Communications processes are usually jump-started by researched information. Our Service offerings include:
Mystery Shopping-The one sure way to guarantee that your service personnel are doing what they should is to invest in a Mystery Shopping program and let them know. It is not a witch hunt; it is simply an additional reminder that they need to keep them on their toes. Database Consulting List Rentals
Research and Survey -We are very profi- Database Management cient when it comes to our Research and Event Invitation Planning Surveys. We also have data-focused products that we offer our clients and a research team dedicated to carrying out surveys in whatever capacity; with a userfriendly format for laying out and presenting our findings. Our researches include Market Intelligence, Surveys, Competitive Benchmarking and Customer Satisfaction Surveys which can be carried out across Nigeria.