Self-Help & Self-Care

The Best Way to Meet Customer Expectations

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customer expectation service 1253483

The more you know and understand the background and behaviour of your audience and their needs, the better you can prepare your approach to dealing with them. Human behaviour is a function of the environment in which the individual finds himself. In business, striving to have our customers’ background information can help us identify their needs, concerns and inquiries. Our competency in establishing this knowledge will be enhanced through effective communication skills, empathy/emotional stability and efficiency in handling difficult situations and customers. Customer service attitude is beyond initiating greeting and smiling to a customer. A satisfactory skill set must be attained to be an effective customer service representative that is meeting up with customer expectations. Gaining, retaining and maintaining customers in a friendly working relationship, while at the same time maintaining a business-like relationship which brings about loyalty on the side of the customer, is a necessary skill needed by salesmen, brands and service providers who aim to control and dominate a market.   Who is a Customer? Customers are the people that patronize us in our business and who go away with a positive impression of our firm. A customer may pay for our goods and services but must achieve satisfaction for their expenses. The success of the four essences of marketing, i.e. product, promotion, price and place, is based on the continuous patronage of the customer. A business is dependent on the customer. Therefore, an effective customer service campaign is brought on by delivering service excellence. It is the quality delivery of output. Customer expectations for patronage range from customer to customer, but on a general note, every customer requires the following:   Some Customer Expectations To be given awesome service because many are more likely to give a repeated business or referral after a good service experience. Likewise, many customers may stop doing business with a company due to poor customer service experience and failure to resolve their problems in a timely manner. Most customers make purchasing decisions as a result of the influence of visual factors in our workplace, website, staff appearance and approach. Many make judgments about a firm’s credibility based on these factors. Customers like it when you underpromise but deliver beyond expectation. However, reverse expectation is expected if it is otherwise. Sustaining valuable content and brands and presenting new ideas for customers enhance their experience. Consistency in driving and maintaining professional core values will be a measure of loyalty. Measuring satisfaction on customer journeys is more predictive of overall customer satisfaction than measuring happiness through each individual interaction. Pay a lot of attention to the few customers who may have complaints or observations because for every one complaint you get, there are more unhappy customers who have remained silent. Investing in a feedback mechanism is crucial. In this case, on-the-spot attention in resolving customer wants is advisable above the drop-box comment technique. Steady availability on speed dial paid or toll-free lines for making home delivery requests will draw your customers to you. Rewarding loyal customers through socially responsible perks will likely increase the volume of goods and services sold. Loyal customers are more likely to recommend a product, service or brand. Quality customer service forms the basis of the customer experience. Most customers’ main interaction with a business is through interacting with a business’ employee, either by visiting a store or by speaking on the phone. In essence, the company representative has the opportunity to deliver excellent customer service and thus create a great customer experience through proper motivation. If you take care of your employees, they will in turn take care of the customers.   TemiDayo Babatunde is an Associate of the Nigerian Institute of Public Relations and can be reached via his LinkedIn (chatwitdayo@gmail.com).

Understanding, Managing, and Thriving with Mood Swings

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Understanding, Managing and Thriving with Mood swings

Life can sometimes feel like a rollercoaster of emotions, with various highs and lows moment swinging us back and forth. These shifts in mood, often known as mood swings, are a common part of human experience. This essay explores the causes, effects, and practical ways to manage mood swings, aiming to provide a roadmap for a more balanced emotional journey. Understanding the Causes of Mood Swings Mood swings refer to abrupt and noticeable shifts in a person’s emotional state, filled with different periods of happy highs and sad lows. They involve sudden changes in how we feel-going from feeling cheerful and positive one minute to feeling down or irritable the next. It’s like riding a wave of emotions without knowing when the next wave will hit. There are various reasons why a person’s mood can suddenly change, and it sometimes depends on the mental health of such individual. Lisa Fields note that people with bipolar disorder mostly have cases of mood swings. They include: 1. Biological Factors: Changes in hormones, neurotransmitters, and brain chemistry can play a significant role in changes in one’s mood. This can occur when ladies have their menstrual cycles. Youths going through the adolescence stage can have unexpected changes in mood. 2. Stress and External Pressures: The work, relationships, and unforeseen challenges act as external forces. These pressures can push our emotions in different directions. 3. Sleep Patterns: Disruptions in sleep can influence one’s mood. Lack of sleep or irregular sleep patterns can lead to irritability and emotional imbalance, creating inconsistent highs and lows in our mood. 4. Life Events and Trauma: Significant life events, whether positive or negative, can swiftly change our moods and emotions. Trauma, loss or major life changes can trigger intense mood swings. Effects of Mood Swings on One’s Mental Health The impact of mood swings extends beyond a person’s immediate emotional experience. It also affects our mental wellbeing in various ways: 1. Stress and Anxiety: Mood swings can bring stress and anxiety, especially when you cannot predict or control your emotions. It’s like being on a rollercoaster without knowing when the twists and turns will come. 2. Impact on Relationships: Sudden shifts in mood might make it difficult for others to understand and connect with us. We might end up losing valuable relationships as a result which might lead to worsening health issues. 3. Energy and Productivity: Mood swings can impact a person’s energy levels and productivity at work or in school. High-energy periods may be followed by periods of low motivation. This could then affect the ability to engage in daily tasks consistently. 4. Self-Esteem: Repeated mood swings can take a negative toll on a person’s self-esteem. The emotional ups and downs may lead to self-criticism and doubt, affecting one’s sense of confidence and self-worth. Practical Ways to Manage Mood Swings While we may not have complete control over various external factors that contribute to mood swings, there are practical ways to manage this emotional path: 1. Be Self-Aware: Be able to detect what triggers your emotions and be aware of the patterns. You can get a mood journal which will help you identify factors that can contribute to mood swings and provide insights for effective management. 2. Freely Express your Emotions: Talk to a trusted friend, write in a journal, or find a creative outlet to express how you feel. These activities can provide an emotional release that will make you quickly snap out of your mood swings. 3. Live a Healthy Life: Make a healthy lifestyle your priority. Practice exercise regularly; eat balanced diets on a daily basis and have consistent sleep patterns. These will ultimately contribute to emotional resilience and stability. 4. Practice Mindfulness and Relaxation: Incorporate mindfulness and relaxation techniques into your routines. Practice meditation and deep breathing. This can help manage stress and promote emotional balance. 5. Seek Professional Support: If your mood swings significantly affect your daily functioning, it is important that you seek professional help. Mental health professionals can provide guidance, coping strategies, and therapeutic interventions tailored to individual needs. Mood swings occur at various times in every human life, but understanding their causes, recognizing their effects on our mental health, and adopting effective management strategies empower us to navigate the emotional landscape with resilience. By incorporating self-awareness, healthy habits, and seeking support when needed, individuals can transform the peaks and valleys of mood swings into a more balanced and fulfilling emotional life.