16/04/2024
Benefits of good customer service to Public Relations
‘Customer Service Week, is celebrated during the first full week of October, recognizing the importance of good customer service, and celebrating frontline staff that deal with customers daily. Although the recognition of the week started in 1987, it was proclaimed as a nationally recognized event by the US Congress in 1992 (CSweek.com). The event has become a globally celebrated one, with many companies and organisations all over the world, taking advantage of the week to enhance their customer service and ultimately their Public Relations.
Given this background and this year’s theme, it is imperative for Public Relations in Malawi to start recognising this important week and how it can help PR achieve its objectives, leveraging it to improve both internal and external relations, realizing that PR and customer service cannot and should not be separated.
As PR in Malawi has been working as a separate arm to the rest of the organisation, needed only in times of crisis management, celebrating, and recognising Customer Service Week could be that bridging gap that will help organisations appreciate the importance of PR in daily operations.
PR working together with Customer services staff and the rest of the team could boost organisations’ reputation. Customer service plays a crucial role in PR as it determines how the public views the organization. Good customer service can improve the company’s image and at the same time, bad customer service can ruin an organisation’s reputation, giving more work to PR to try and turn around the negativity.
PR should be at the forefront of celebrating ‘Customer Services Week,’ bringing all the departments together, fortifying internal communication and cementing the interdependence of the various departments to ensure the ultimate organisation’s goal. Employees, particularly those at the frontline need to be sold on the vison and the mission and in the know of the goings on in the company so that they can feel valued and believe in the brand, in order to successfully sell it to customers. Appreciating the staff during this important week will go a long way in building a good brand as motivated staff are good brand ambassadors.
Appreciating external customers during ‘Customer Service Week,’ will help engage them and attract more customers while brand reputation, setting the organisation apart from competitors. When customers feel appreciated and valued they become brand ambassadors as they spread the word, making work easier for PR as the organisation develops a good reputation.
The value of PR investing in ‘Customer Service Week,’ cannot be overemphasized. It is the right time for PR in Malawi to consider the benefits of this week and how it helps PR and organisation goals. PR should include ‘Customer Service Week,’ budget in its annual OR budget to realise its full benefits.
Here is to celebrating ‘Customer Services Week’!
