Something NEW always comes out of Africa!
NEXTCUSTOMER, PLEASE has as one of its objectives the improvement of customer service in African organisations. There are a few ways it aims to achieve this. Almost all of the comments contained in our various blogs are about service champions and / or exceptional customer service around the world.
We are sometimes given to wander how it is, with so many threatening situations to contend with in our daily lives, as Africans, that we are able to provide a satisfactory level of service at all.
Three things seem to characterise our continent at present. CONFLICT, DROUGHT (resulting in terrible poverty) and DISEASE. These are crises threatening our very peace and security.
Recently some of us have had the privilege to be involved in a new business start-up involving an entirely new team. The team were all previously unemployed and were recruited from ‘townships’ like Langa and Nyanga near Cape Town.
Nyanga is a township in Cape Town, South Africa. Its name in Xhosa means ‘moon’ and it is one of the oldest black townships in Cape Town. It was established as a result of the migrant labor system. In the early fifties black migrants were forced to settle in Nyanga as Langa became too small. Nyanga is one of the poorest and most dangerous parts of Cape Town. Its unemployment is estimated at around 70% and HIV/AIDS is a huge community issue.
We undertook to train the team in the various skills required for service and selling, but they would each need to demonstrate commitment and take responsibility for their workplace.
During the opening weeks two of the team were attacked on their way home from work having just disembarked from public transport (actually, within a street of their home) and robbed of their daily wages. These are violent attacks by small gangs of knife-wielding thugs or criminals (men and women) who will not hesitate to take life if confronted. A third member of the team had her rented flat broken into and her life’s possessions stolen. She will struggle to replace them as her small wage covers basic living requirements only (food and clothing for her family and transport to work). A fourth member of the team was evicted from his rented room and spent three nights searching for alternative accommodation. He came to work everyday (a little late, perhaps, and tired but work nonetheless).
So as Africans let us state, for the record, that we do not believe in contrived service. We believe in authentic service the African way. We believe our people have a natural advantage and disposition to offering warm, hospitable service and will under very trying circumstances.
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