Anita Gouveia’s Post

Food for thought…you constantly hear of companies saying employees and customers are no longer loyal. It’s true, they’re not and why should they be?! A culture of providing “new” customer discounts and “new” hire bonuses without offering any rewards and incentives to existing customers/employees has been created. People no longer feel the cost is worth the value in tight markets and economies, especially when loyalty is no longer valued! Rather, they should be reflecting on the 14 points of Quality.

🏆 Throwback to a Proud Moment! 🏆 I am thrilled to share a special memory from 2023 when I was honored with the Service-Oriented Employee of the Year award. This recognition is a testament to the dedication and passion I pour into every aspect of my work, striving to deliver excellence in service every single day. Why is Service Excellence Important?In any field, be it hospitality, healthcare, or corporate services, the essence of service excellence lies in our ability to go beyond the expected, to anticipate needs, and to create memorable experiences. It’s not just about fulfilling duties but about crafting moments that matter. Here’s why it’s crucial: 🎖Builds Trust and Loyalty: Consistently exceptional service fosters trust and loyalty among clients and customers. 🎖Drives Success: A strong service-oriented approach propels organizations toward success by enhancing customer satisfaction and retention. 🎖Creates Positive Impact: Outstanding service can turn ordinary interactions into extraordinary experiences, leaving a lasting positive impact.I'm incredibly grateful for this award, but the real reward is knowing that my efforts contribute to creating lasting positive experiences for those I serve. 💬 Let's Connect!I'm always eager to collaborate with like-minded professionals who value service excellence as much as I do. If you're interested in working together to elevate service standards and create impactful experiences, let's connect! Drop me a message or comment below – I’d love to hear from you. #ServiceExcellence #Throwback #AwardWinning #CustomerExperience #ProfessionalGrowth #LetsConnect

Want to know if your customer service driven culture is sticking? I got this from a new potential new team member who's barely a week on the job. This excites me 😁very much! Why? Because it shows that he is thinking about surprising and delighting customers. Surprise and delight is one of the standards and topics we cover on our first few days relating to how our business is driven on service. Messages like this mean your culture has been engrained right of the get go. This why it's so important to not only find the right individuals but then spend the time upfront on your service standards and what service excellence looks like. You want new team members to have their 🧠 in this mode.

Is customer centricity meant for service providers only? Last week I was in a coffee shop called #smoor for my breakfast. As I ordered my food and was waiting for it to be served, I noticed something interesting. 2 young folks, in their mid 40s, enter the cafe and grab their chairs. A lady comes to them to take orders with a bright smile and sparkling eyes (But that’s what is anyways expected from the service providers when they meet their customers. Isn’t it?). As she approaches closer, both the men smiled back to the lady with a gentle hand shake. The lady reciprocated with another smile and went inside the kitchen to place orders. It made me think, what happened here is not an usual phenomena. The same is applicable to our work set-up as well. As we sell our products or give services to our customers, it is taught / expected to treat customers above anything with utmost respect and gratitude. Which is absolutely right thing to do! But, as customers do we reciprocate the same to our service providers? I have heard several stories where customers getting abusive/ showing disrepect to the service providers because they feel “we have the right to do so as I am paying them”.. And since the service providers are taught not to question customers, they many a times just absorb it which in turn leads to stress / anxiety / depression. In case you are a customer, ask yourself : Is this the right thing to do? Why do we exhibit such behaviours? What’s the belief / mindset which is leading to this behaviour ? Coming back to the header of this post. Answer is NO. A BIG NO. Customer centricity is always a two way bridge. Some path service providers need to travel and some the customers. Then only the journey is travelled well. A trusted relationship is always built on MUTUAL TRUST! What do you think about this ? Do share your thoughts. Happy Independence Day to all 🇮🇳 Let’s make ourselves independent of such ill behaviours and mindsets as well.. It will lead to make this world a better place to live 😊 PS: If you haven’t explored Smoor then pls do. They have some of the best chocolates and breakfasts in town. And, I am not paid for this post by them. #independence #customer #centricity #mutual #trust #service #thoughts #mindset #growth #leadership SMOOR Chocolates

📢 Exciting news!   As professionals, we understand that loyalty comes in various forms and holds immense value in both personal and business relationships. It is a testament to trust, commitment, and integrity. Let's explore the different types of loyalty:   1️⃣ Brand Loyalty: When customers consistently choose your brand over competitors, it showcases their dedication and satisfaction with your products or services.   2️⃣ Employee Loyalty: This refers to the devotion and commitment employees have towards their organization. It fosters a positive work environment and leads to increased productivity.   3️⃣ Customer Loyalty: Building strong relationships with customers encourages repeat business, referrals, and positive reviews – key ingredients for long-term success.   4️⃣ Team Loyalty: Within teams or departments, loyalty promotes collaboration, effective communication, and mutual support – crucial elements for achieving shared goals.   5️⃣ Personal Loyalty: In friendships or partnerships, personal loyalty signifies unwavering support during both good times and challenging moments.   Understanding these different types of loyalty allows us to cultivate stronger connections with our stakeholders. Let's embrace loyalty as a foundational principle in our professional journey! 💼   #loyalty #professionalrelationships #brandloyalty #employeeloyalty #customerloyalty #teamloyalty #personalloyalty

“Winning tomorrow starts today.” I came across this quote as I’m at ORD heading to SYR for client work this week. It’s wonderful working with an organization that is committed to aligning all of its employees on their service standards. What we are learning is that serving customers may come more naturally than serving each other. Paying attention to the employee experience and creating opportunities for individuals and teams to work well together is so important. If you want an excellent CX (customer experience) make sure you are creating a supportive EX (employee experience). What are you looking forward to “winning” this week?

A "Culture Of Appreciation" Improves Work And Customer Loyalty The desire to feel valued, recognized and appreciated is universal in Western culture, not only in our personal lives but also in the workplace. According to Great Place To Work’s 2023 discretionary effort study, 37% of respondents said that more recognition at work “would encourage them to produce better work more often.” Additionally, employees who feel consistently recognized are 2.2X more likely to innovate and bring up new ideas and 2X more likely to say people at work go above and beyond. Working harder, smarter and happier – that’s a significant ROI. Similarly, customer appreciation drives loyalty, engagement and company growth. A Forrester survey of 85,000 consumers found that the top three emotions that “inspire or discourage loyalty” among people are to feel valued, appreciated and respected. Appreciation isn’t a one-and-done event. We can all agree that appreciation is important, but how you show it matters. (Sorry, but your annual Christmas party or Facebook customer appreciation post doesn’t cover it.) To reap the benefits of appreciation in your organization, you must weave it into company culture. https://hubs.la/Q02ngq6J0

We all know that when it comes to customer service, Motivation is always the key to ensure that we consistently deliver exceptional experiences always. Its another start of a new week, Here are some few tips to motivate you in dealing with customers,clients and I would say people in general because EVERYONE deserves RESPECT and must be respected irrespective of who they are. Since the number 1 rule of customer service is "BE NICE" No matter what the scenario,be warm, engaging empathetically always. Monday motivation tips specifically focused on customer service. 👉Understand life is for service. 👉Always strive not be a success, but rather always to be of value. 👉To keep a customer demands as much skill as to win one. 👉There is a spiritual aspect to our life's, when we give, we receive.... When a business does something good for somebody, that somebody feels good about them and inturn give referrals. Customer is happy, you are happy, the company is happy, which MUST ALWAYS be your goal. 👉When you help others feel important,you help yourself feel important too. 👉 Don't dwell on what went wrong, instead focus on what to do next, Spend your energies on moving forward toward finding the right answers always inorder to be of great service always. 👉Right or wrong, the customer is always right, Nevertheless the customer is not always right, but they are always the customer. 👉Lastly, To give real service, You must add something which cannot be bought or measured with money, and that is SINCERITY AND INTEGRITY. Remember, motivation is not a one time event, I have learnt overtime that it requires a consistent effort and reinforcement.By implementing these tips or which ever one works for you in your service delivery, you can inspire and energize yourself consistently delivering exceptional service. Have a blessed week. Let's connect Freda Alex-Agbosa I am open to customer service management, counseling, working remotely, voice overs, brand ambassadorship deals and collaboration. #customerservice #motivation #exceptionalservice #happynewweek #AIFreda #AI #photo

Great service begins with a smile. 😊 A smile should be a part of an organizations top-down culture. This simply represents a positive environment in which the customer feels welcomed. Of course, service with a smile should not be forced on employees. It should be a natural result of an organization that is conscious of how to empower their employees. Employees are the forefront of the customer experience and they set the tone of every transaction, and leave a lasting impression with customers. With that being said, a smile accomapnied by excellent service delivery ignites outstanding customer experiences which is essential to the success of the organization.

Simple service culture test: Ask executives, "What is our customer service vision?" Your service culture is likely strong if: 1. Each executive points to the same statement. 2. Executives give a consistent explanation of what it means. 3. Each one can describe how they contribute. What if there's disagreement? You have work to do. Don't expect employees to have clarity until every leader has a shared definition of outstanding customer service. Have you tried this experiment? ✍️ Please comment and share your experience. #ServiceCulture