The Sunday Mail
NO ONE wants to fail in life; we all want to succeed.
Changing Perspectives
Rutendo Gwatidzo
We all want to “have it all” regardless of our circumstances.
However, very few people accept that we need to fight for success.
Every stage of life comes with its own set of battles that we need to face and win to get to the next stage.
These fights differ with every stage, but regardless of this, we need to go through them.
Whether we come out of these fights as victors or victims depends on how we perceive them. If we perceive these fights with fear, we risk living our lives under stress and negative emotions.
Conversely, if we learn to embrace the fights as opportunities to learn and grow, then we can look forward to these conflicts and will not be paralysed by fear.
We are living in a season where challenges seem to be normative.
Last week, we conducted a customer care training session with different organisations. From that training, we learnt that many people are unable to handle difficult situations in the workplace and their personal lives.
Many people indicated that customers are increasingly becoming difficult to handle. Those working in front offices that deal directly with customers said they did not know what to do, hence they end up fighting back.
Organisational status
Today, employees and customers are often angry because of issues affecting their lives.
Customer service is increasingly becoming bad in many organisations, where employees see justification in treating clients badly.
They feel that some customers are needlessly difficult to deal with and they must be “taught a lesson”.
Have you ever wondered why the customer is king?
This is because everything you are is because of the customer.
The money you get comes from the customer, either directly or indirectly.
This means the customer must be treated well.
For employees to get their salaries, the customer must pay for the company’s goods or services.
Employees need to be equipped with tools to deal with different types of clients. One of the most important tools to do this is through identifying different types of customers and then strategise on how to maintain a good relationship with them.
Good customer service requires managers who lead from the front.
If you are a manager, you must not tell employees how to deal with customers.
Instead, show them what needs to be done. I encourage managers and employees to view the challenges they face as opportunities for growth.
For example, there is a police officer in Harare who seized an opportunity to shine. He started directing traffic with alacrity at an intersection where the traffic lights were not working because of power cuts.
He was exercising good customer care. He was soon the talk of the town, and this came with many other benefits.
Be alert, strategic and intentional when it comes to customer service.
Good customer service eventually pays off.
General facts
Victory belongs to those who fight for it using winning strategies.
The challenges many of us go through in life are opportunities for growth.
Challenging times require sobriety to think rationally. Fighting is the bridge that separates success and failure.
Be inspired to fight for what you believe in. Be encouraged to take challenges as opportunities to shine.
Be challenged to get out of your comfort zone and go the extra mile when it comes to customer service.
Your life depends on your direct or indirect customers; treat them well and be successful in what you do.
Rutendo Gwatidzo is managing consultant at The HUB HR Consultancy. She is a multi-award-winning consultant, speaker and mentor. She is also the author of the books “Born to Fight” and “Breaking the Silence”. Contacts: +263 714 575 805/[email protected]/ Facebook: Rutendo Gwatidzo_Official
