“If you don’t take care of your

customer somebody else will.”

Who is a customer?
The customer is the most important visitor on our
premises.
He is not dependent on us. We are dependent on him
He is not an interruption to our work. He is the
purpose of it.
He is not an outsider to our business, he is a part of it.
We are not doing him any favour by serving him, he
is doing us a favour by giving us an opportunity to do
so.
 Strategy is the key

For any organization to meet its

objective of delivering world class
service or product it must have a
clear strategy to how to achieve
that objective.
 Definition of Strategy
Strategy refers to a plan of action
designed to achieve a particular
goal. The word is of military origin,
deriving from the Greek word
strategos, which roughly translates
as general.
 Clarity and Commitment
We must have a clear focus on service. The
mission statement and core values establish
without question that quality service to
customer is a fundamental objective and
aspiration. Every major issue, question or
decision can be considered through the
prism of this commitment to providing
world class customer service.
 Vision Statement:
A statement that captures the long-term picture of
what the organization wants to become. A vision
statement must be inspirational, memorable and
reflect the desires of those with vested interests

Mission Statement
A mission statement is a formal short written
statement of the purpose of a company or
organization. The mission statement should guide the
actions of the organization, spell out its overall goal,
provide a sense of direction, and guide decision-
making....
Differences Between Vision and Mission Statement
Vision dictates Mission which determines Strategy,
which surfaces Goals that frame Objectives, which in
turn drives the Tactics that tell an organization what
Resources, Infrastructure and Processes are needed to
support a certainty of execution

vision statements are design oriented while mission

statements are execution oriented. It is the corporate
vision that should determine its mission. The vision is
bigger picture and future oriented while the mission is
more immediately focused on the present. It is the
vision that defines the end game and the mission is
the road map that will take you there.
Mission statements should reflect greater focus on
more immediate concerns that support the
overarching vision. Mission statements tend to be
more functional in nature dealing with touch points
from pricing, quality, marketplace and other items
throughout the value chain.

It is much more important that your vision and

mission be understood by company employees and
translated into the resultant authenticity of their
actions. Your customers don’t care what you put on
paper, but they care immensely about whether or not
a company's vision and mission are reflected in a
fulfilled brand promise.
VDT Vision & Mission Statement
Vision:
To be the preferred last mile
communication service provider.

Mission:
To operate a network of communication
infrastructure that provides quality service
to the customer in a most reliable and
secured manner.
Continuous Training
Training is not a “one time affair.”
we must understands that daily
customer contact can be draining,
and that customer expectation are
on the rise. To meet this challenge,
all our departments and staff must
be trained and on wide range of
inspiring and demanding
educational programs.
Continuous Training cont’d
Training should not be conducted during
robust economic times only. Even during
the down times like we currently have. Our
investment in training must go on. This will
give us a two fold advantage. First, it allows
us to surge ahead in service quality when
other organization may be cutting back.
Second, it demonstrates to all staff that
continuous learning and improvement are
essential principles for success, not just
“nice to have” additions.
Career Development
Our staff must and be regularly appraised for
performance and potential.
High flyers are identified early and given every
opportunity to learn and grow.
Senior managers will be developed with frequent
rotations amongst top positions in the company.
This will lead to having a management team with
great breadth and depth, with a shared
understanding of the “big picture” with a
commitment to do what is best for the customers
and the business, not just for one or another
department
Internal Communications
With almost a 100 staff in about 14
different states communication is critical,
we must keep our staff informed of
important matters through newsletters
and publications, regular meetings
between management and staff and a
“staff ideas in Action” program that helps
in improving the quality of service
rendered to the customers.
Internal communications cont’d
To keep everyone on the same
wavelength.
There must be regular dialogue
sessions between management and
staff to keep communications flowing.
Organize semi-annual business
meetings to provide the forum for
evaluation of the results in sales, yields
and customer satisfaction levels.
Consistent External Communications
Whether the advertisement is about new
products, new connection method, new
equipment the VDT brand must be featured
in the advertising layouts and copy. Why?
The bottom line for VDT is not the new
product, new connection method etc the
bottom line is delivering quality service,
and the trust and continued patronage is
the brand identity – the public
personification of that service.
Consistent External Communications cont’d
For us to deliver excellent service everyone
must be involved showing a picture of a
smiling engineer, a marketing team
attending to clients or a friendly
telephone/receptionist would not carry the
same consistency in external
communications. The VDT brand must
represents impeccable quality service. In
our external communications, she must be
there.
Connection with customers
VDT must make a concerted effort to stay
in touch with customers through means of
eliciting information on the quality of
service received. Questionnaires should be
administered, customer forum held, if
possible have wide range of valuable
privileges.
The airlines have convenient check-in,
additional baggage allowance, priority
seating and waitlist and more.
 Benchmarking
The IT industry is intensely competitive
with every company seeking new ways to
“get ahead of the pack.” VDT must
introduces new innovations, and tracks
competitor’s progress closely.

Even outside the industry, we must keep an

open eye for new ways to improve and grow.
When companies doing the same kind
business with us or something similar , we
must watch closely to see what can be
adopted or adapted for the company.
Improvement, Investment and Innovation
For us to be able to deliver excellent service we must
build a reputation for taking the lead and doing
things differently than the others. Some airlines give
free drinks and headsets, fax machines on board,
individual video screens and telephones in every seat,
leading edge gaming and in-flight entertainment.
Some goes as far as booking well know chef for
preparing special meal for certain class of travelers for
the first class and business class passengers the list is
endless.

The commitment to continuous improvement is

coupled with a cultural determination to try-it-out,
make-it-work and see-it-through.
Reward and Recognition.
While excellent staff performance
is rewarded with increased pay and
position, the most prestigious
award of all is reserved for
extraordinary acts of truly superior
service.
Rewards and Recognition cont’d
To encourage superior quality service delivery we can
institute a yearly award which can be tagged the
“MD’s” award this award will be given to teams or
individuals who respond to unique customer
situations with exceptionally positive, innovative or
selfless acts of service. This award carries no financial
benefit, but it will be the most revered accolade in the
company. Winners and their families will be well
treated to a weekend at a minimum of four star hotel,
the story of their efforts is published in the monthly
news letter and their pictures displayed in hall of
fame board to be created in the company.
Professionalism, Pride and Profits
The result of all efforts is a staff culture
vigorously committed to the company, to
customers and to continuous improvement.
Staff must be proud and have a sense of
ownership this must be evident in the way and
manner they protect the company’s reputation.
And good profits are also achieved, but not as
the end in themselves. Rather VDT’s profits are
the “the applause we receive for providing
consistent quality and service to our
customers.”
Our experience must be.
We must place the needs of our customers
first, and offer service above and beyond
the ordinary.
Even when we are dealing with clients
whose links connectivity is the least on our
network, we must treat them with the same
care we will use for the “big” clients.
The experience we leave with them matters
a lot as we might not a second opportunity
to do it better.
For us to arrive at our destination we must
place high priority on quality service. All
issues, all questions and decisions are made
as they relate to the needs of the customer.

The bottom for us should not be the links,

the connectivity, the type of equipment
used in connecting the clients. The bottom
line should be delivering exceptional
service, and the personification of that
service.
We must have a differentiation
strategy based on providing quality
service by using high quality
equipment which is affordable to our
clients, and this service must be
delivered with warm smiles.
 Successful Delivery…….
Is when the customer either comes
into contact with the organization or
is reminded of the organization and
develops an impression of its service
and makes a demand for more of the
service. This is as a result of the way
and manner it has been delivered.
 Summary
Customer service can “make or break” a company.
Keeping happy customers is a more cost-effective
strategy than just acquiring new ones.

Copying successful company who has a excellent or

world class customer service is a good starting point
in developing a strategy to be achieved delivering
excellent service.
Learning Points
When we refuse to take care of our customer’s
competition will

There is need to be mindful of the type of product to be

developed and launched into the market.
 
Aggressive and sustainable marketing is needed in the
survival of any product facing stiff competition

There is need for products to be branded to separate and

distinct it from others.
Thank You