NEWS FLASH: Motivated Workforce is Key to Exceptional Customer Service– Airtel

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From L-R: Director, Corporate Communications & CSR, Airtel Nigeria, Emeka Oparah; President, Outdoor Advertising Association of Nigeria (OAAN), Mr. Charles Chijide; Director, Customer Services Delivery, Airtel Nigeria, Ajay Bakshi and President, Public Relations Consultants Association of Nigeria (PRCAN), Mr. John Ehiguese during the 4th CEO Breakfast Forum of the International Association of Business Communicators at Four Point by Sheraton, Victoria Island, Lagos. 

Lagos, Nigeria; Thursday, February 5th, 2015: The Director of Customer Services Delivery, Airtel Nigeria, Ajay Bakshi, has identified an engaged and highly motivated workforce as a major driver of exceptional customer services delivery, saying good employees make the difference in ensuring consistent and positive customer experience.
Bakshi, who was speaking yesterday at the 4th edition of the IABC (International Association of Business Communicators) forum in Lagos, said the key drivers of exceptional customer care are people (engaged workforce), robust and relevant processes/procedures and training and development.
Of the three factors, he opined that people remain the most critical as employees’ behavior and actions when dealing with customers can make or mar a company’s reputation or profitability.
According to him, organizations must continue to retain, reward, train and motivate exceptional employees in the frontline as they define company’s reputation and constitute the engine room for business growth and profitability.
Bakshi, however, noted that engaged employees are becoming ‘endangered species,’ very rare and hard to find and retain, these days.
Quoting a recent Gallup poll, the Airtel Chief said 13% of an organization’s employees are engaged while 68% are often disengaged. He, therefore, urged organizations that are particular in boosting customer experience to focus on motivating their workforce and attracting highly motivated people.
Speaking on the impact of poor customer service in business, the Airtel Customer Services Delivery Director, said poor employees behaviour toward customers and bad customer service often result in loss of customers, loss of potential customers, loss of future customers, loss of reputation, loss of employees and loss of sales opportunities and profitability.
Bakshi who spoke on the theme ‘Managing Customer Service Impact on Reputation and Bottomline,’ addressed an audience comprising of Communications professionals, customer service professionals and the media.
Those in attendance werePresident, Outdoor Advertising Association of Nigeria (OAAN), Mr. Charles Chijide; President, Public Relations Consultants Association of Nigeria (PRCAN), Mr. John Ehiguese; Renowned Communications Professional and Director, School of Media and Communications, Richard Ikiebe; Director, Corporate Communications & CSR, Airtel Nigeria, Emeka Oparah and Chido Nwakanma, President, IABC Nigeria, among several others.
The IABC CEO Breakfast Forum is a thought leadership platform that enables communication professionals and business leaders share ideas and interact to enhance leadership communication and stakeholder engagement. Each session features a speaker leading discourse on a major theme germane to business and communications. 
Another pic after the cut:
 
IABC 2: President, Outdoor Advertising Association of Nigeria (OAAN), Mr. Charles Chijide; Director, Customer Services Delivery, Airtel Nigeria, Ajay Bakshi and President, Public Relations Consultants Association of Nigeria (PRCAN), Mr. John Ehiguese during the 4th CEO Breakfast Forum of the International Association of Business Communicators, which held yesterday (5/2/15) at Four Point by Sheraton, Victoria Island, Lagos. Bakshi presented a paper on ‘Managing Customer Service Impact on Reputation and Bottomline’ at the event.

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