Episode 72 of the SERVICOM Help Desk Radio Programme held on 11th June 2019 and discussion was centred in the topic “Going the extra mile to satisfy the customer in service delivery” it was facilitated by a SERVICOM Staff Mrs Kike Aina.
The National coordinator who appreciated the Ordinary President for the success of the programme was equally appreciative of the role of the various Ministerial SERVICOM Units in the Ministries, Departments and Agencies in resolving complaints and ensuring continuous service improvement in their organisations.
Mrs. Kike in her presentation explained that going the extra mile while delivering service would enable a service provider to excellent service as well as exceed customer expectations, adding however that providing excellent service would some sometimes involve discomforting oneself.
She further explained that going an extra mile to satisfy a customer will include doing all to calm a difficult customer instead of ignoring such a person who has come to receive service.
“Every Office has its closing time, and sometimes that is when some people show up in search of one service or another. In such a case a service giver can go the extra mile to attend to the service taker”, she added.
“When we go the extra mile, we are saying to the customers that they matter much and that they are the reason we are in office”, she said.
The National Coordinator however emphasised the need for customers to adhere to requirements and instructions when they go to access services, so that they can make it easy for the person delivering service to do so.
The National Coordinator noted that when people go the extra mile to ensure that they deliver service satisfactorily, they should be appreciated by their supervising officers or management as a way of encouragement.
A Representative of the Legal Aid Council who was at the programme, appreciated the programme and noted the support and commitment of the of the new Director General of the Council in ensuring effective and timely delivery of legal services to citizens.