….A Game-Changer for Businesses and the Economy
The establishment of customer service standards in West Africa has the potential to revolutionize the region’s customer experience landscape, driving economic growth, job creation, and increased customer loyalty.
This was the submission of a renowned customer service expert, Mrs. Priscilla Wellington while speaking on the theme, “Setting Acceptable standards for Customer Services in West Africa”, at the Accraweizo 2024 conference in Ghana.
In a bid to revolutionize customer service in West Africa, she called for the establishment of standards that will elevate the region’s customer experience landscape.
Mrs. Wellington who is the CEO, Customer Service Africa, stressed the importance of setting customer service standards, citing the significant growth potential of the customer experience management market worldwide.
According to a report by Grand View Research, the market is expected to reach $7.6 billion in 2020, with a compound annual growth rate (CAGR) of 17.7 percent from 2020 to 2027.
The expert listed the benefits of setting customer service standards in West Africa, including improved customer satisfaction, enhanced business reputation, increased customer retention, and economic growth.
She also harped on the importance of consistency, quality, and continuous improvement in customer service delivery.
To achieve this, Mrs. Wellington proposed a multi-step approach, including: defining customer service standards and philosophies, gathering industry representatives, government, and customer service groups to form a committee.
Others are researching existing standards in the West African region and identifying gaps and best practices.
“Adapt standards to suit each countries unique needs and consider the culture, language and regulations, train and build capacity for effective implementation”.
She added, “Test project by piloting it across industries and countries, Collect feedback and standardize it
Get government and associations adoption and endorsement, establish a monitoring system for effective evaluation, continues improvement and refining until there is a seamless customer service delivery across borders”.
Mrs. Wellington’s call to action elicited applause from industry stakeholders, who recognize the potential benefits of setting customer service standards in West Africa.
She urged, “Let us unite to create a service excellence revolution that puts Africa on the global map as a hub of warm hospitality, efficient service, and unparalleled customer experiences”.
