Customer Service: Choose carefully who you put at frontline – J Nat Halm to firms

Companies and organisations must be careful in who they choose to be at the frontline as far as customer service is concerned, J Nat Halm, an expert in customer service delivery, has said.

He explained that customer service forms an integral aspect of an organization and contribute largely to the growth of the organization.

When done properly, the firms is likely to benefit from and when done poorly, there could be dire consequences, he explained

To that end, he said firms must pay particular attention to it as an important aspect the business.

“You must be careful with who you are putting at the frontline. And the person must know why they are at the frontline,” he said on Accra-based Citi TV.

He added : “ It is something that the organization has to constantly and on consistence basis push out there.

“You cannot teach the smiling. Common sense must tell you that the boss doesn’t need to tell you to be nice.”

He further stated that customer service persons must assess the mood of customers and client to determine which customer service approach is best for the person.

“One of the key things at the frontline is emotional intelligence. Immediately I engage the emotions and the person is not willing to talk I back off.

“The motivation to give great service is like a muscle, it wears out after a while so the person giving the service must on a regular basis be on their guard.”