A Brands Consultant, Prof. Robert Hinson wants organization to establish Standards of Performance as a means to meet clients’ expectation in different areas of business.
He says such a system will provide a benchmark on which employees can follow consistently bearing in mind customer feedback to grow the business.
According to him, validation workshops and assessment must be done on a periodic basis to review progress done in an organization over a period of time.
This he says will ensure businesses are able to realize their full potential on the market.
Speaking on the topic “Branded Customer Services” on the first Day of Citi Fm’s Management Development Month Series, Prof. Hinson admonished firms to hold strong validation workshops where people get buy-in, from day one so there is no digression when they start following the service rules.
Professor Hinson adds that training for customer service personnel must also be done frequently to increase productivity at the workplace.
‘’Customer service training should not be sporadic; it must be systemized and must be delivered in such a way that assessment are done. ‘’
The Management Development Month (MDM) series continues tomorrow on the Citi Breakfast Show with Andew Akola who will speak on the topic, ‘’Measuring Marketing Effectiveness’’
The Management Development Month Series is parts of activities lined up for the Citi Business Festival throughout the month of June.
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By: Lorrencia Nkrumah/citifmonline.com/Ghana
