The 11th episode of SERVICOM Help Desk Radio Programme was on May 15th 2018 and the discussion was centred on Staff Attitude. The SERVICOM National Coordinator and Chief Executive Officer Mrs. Nnenna Akajemeli while introducing the discussion for the day said Staff attitude is one of the key drivers of service delivery as it plays a significant role in customer satisfaction and in the service delivery process.
She said the topic was chosen to encourage providers of service to demonstrate good attitude at their various duty posts so that service takers who come to access services can have delightful experience even while awaiting the completion of the entire cycle of service delivery.
The SERVICOM Public Awareness Manager Ms. Patience Musa who gave the talk on staff Attitude mentioned key elements that promote good Staff attitude. Such elements include customer care policy which should take into account needs of 8 various customer groups as well as Customer Care staff who should attend to customers according to set standards published in the charter of an MDA.
She said customer care staff are the point of contact for assistance, enquires, guidance etc and should therefore be well trained and clearly identifiable by all customers through use of name tags and labeled desks.
She empasized that Staff of MDAs should be polite, friendly and attentive to customers, attend to them in a courtesies manner and treat them with sensitivity, recognizing the need to preserve the privacy and dignity of all customer groups especially the most vulnerable in the society.
In addition , she noted that customers should be treated equally across board with near zero preferential treatment unless for customers with special needs, the physically challenges, the aged, children etc and services should be adopted to meet customer needs with Consideration given to actual needs of customers rather than staff convenience.