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In the words of Henry Ford, an American captain of industry and the founder of the Ford motor company, “a business that makes nothing but money is a poor business”, being responsible in business is not just the right thing to do, but the best thing to do. For businesses to thrive successfully in the globe, the service-profit chain which proves a direct link between superior service experiences, customer loyalty, employee satisfaction and financial performance must be balanced, after all, a trained, engaged and motivated team reaching out to clients will help grow the business from the ground up above the roof as only exceptional people can deliver exceptional service. To achieve a service-oriented environment where businesses are driven by excellent customer experience, the Nigerian-American Chamber of Commerce in partnership with Fosad Consulting, LLC., organized a training on ‘Customer Relationship Management’. The one-day training which held at the Chamber’s Secretariat on the 27th March 2018, witnessed the attendance of Business Executives and Customer Service Professionals across industries. Businesses often follow the adage “the customer is always right” because happy customers are expected to continue buying goods and services from businesses that meet their needs but oftentimes these customers suffer a bad experience. When customers have a bad customer service experience, they don’t just get mad; most of the time they try to get even. It’s not enough to sit around and wait for a bad customer experience to happen and then react rather there is a need to take precaution for disasters way before they happen. The training which was facilitated using real-life experiences, games, discussions and presentations for knowledge sharing focused on achieving client service excellence, building and retaining client relationships, creating an exceptional internal customer experience, understanding the impact of bad customer service, benefits of excellent customer service, developing soft skills and understanding the importance of customer to business growth. Participants were encouraged to develop the passion not just to lead their customers but to develop, guide and nurture their minds. Customers are like plants, they need to be nurtured. Service Professionals and Business Executives must be prepared to impact, inspire and help their customers discover their natural habitat. Then they must bear in mind always that “cash is not king, rather customer is king”.  
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This article was first published on 6th April 2018

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