The Country President, Schneider Electric, West Africa, Ajibola Akindele, in this interview with OPEYEMI BABALOLA, speaks on the importance of customers in the life span of businesses as part of activities to mark the Customer Service Week 2023. He also shares some valuable insights on improving customer satisfaction and how Schneider Electric has built long-lasting customer relations over the years.

How would you describe customer service?
The heart of Schneider Electric is its customer service. It represents our guiding principles and is essential to how we conduct business every day. At Schneider Electric, we consider providing exceptional customer service to be more than just a department, but rather a part of who we are. Putting customers first, making sure they are satisfied and developing enduring relationships are the top priorities of our entire company.

How relevant is managing Customer Experience in Schneider Electric?
At Schneider Electric, our mission is clear: to enable everyone to utilise our energy
resources to the fullest, bridging development and sustainability for all. Our top priority is the thorough management of the customer experience. Our commitment to managing customer experience is not merely a business strategy; it is our guiding compass. It is a strategic imperative that resonates throughout every facet of our organisation. We understand that providing excellent customer service is more than just a means to an end. It is the key that not only unlocks the door to acquiring new clients, but also firmly secures the loyalty of our existing ones.

Moreover, our commitment to superior customer service goes beyond the realm of financial gains. It is a testament to our integrity and commitment to our stakeholders. By delivering unparalleled experiences, we fortify our brands reputation in the marketplace, become known not just for our products and services.

In the journey towards achieving excellence, our unwavering focus on managing the customer experience is our propeller. It compels us to innovate, to listen attentively to the needs and aspirations of our customers, and to evolve continuously. It empowers us to not only meet but exceed expectations, setting new standards of
excellence in the industry.

How quickly do you think customer feedback should be implemented?
We are aware of how critical timely and efficient feedback implementation is. Our commitment to responding to customer feedback is demonstrated by our 24-hour call-back guarantee following each submission of feedback. Every comment we receive is taken seriously, and we use it to pinpoint problems and put creative fixes in place that steadily raise customer satisfaction.

How does Schneider Electric stay focused on delivering quality products and services of its customers?
Quality is given top priority by Schneider Electric through strict standards, innovation, employee development and supplier alliances. Their dedication to providing high-quality goods and services is further reinforced by a customer-centric strategy, continuous improvement, sustainability focus and certifications. Consistent quality and customer satisfaction are guaranteed by this all-encompassing strategy.

How do you build long term relationships with customers?
Our approach to customer service is based on consistency. No matter the different markets or geographic locations, our strategy is constant. Our common goal is to establish trusting relationships with our clients and give them a sense of value. We know that investing in good customer service involves more than just finding solutions to issues; it also entails building long-lasting relationships.

How does Schneider Electric measure and track customer satisfaction and loyalty?
We have an extensive Customer Voice Programme through which we gauge and track customer loyalty and satisfaction. In addition, we use post-interaction surveys for this programme that allow us to determine how satisfied customers are with each interaction. To better understand our processes and make them better over time, effective communication is essential.

How does Schneider Electric ensure consistent customer service and relationship management across different regions and markets?
We accomplish this by combining standardised global procedures, extensive training programmes and regionally focused teams. Our strategy fosters enduring connections on a global scale by fusing adaptability with a steadfast dedication to customer satisfaction.

Which organisational activity plays the most significant role in building customer service, or is every activity aligned to the same objective?
In Schneider Electric, every activity is centredaround our customers. Without customers, no business can thrive. Customer satisfaction and quality are not confined to a single department; they are ingrained in our DNA.

Our customers can easily reach out to any of our sales personnel, contact us through our customer care hotlines and emails, or visit our website for assistance. For Schneider Electric, Customer Service Week holds profound significance because it is vital for the success of any business. Irrespective of the industry or the nature of products or services offered, customers expect excellent customer service.

Customer Service Week serves as a reflection of our commitment to continually enhance our service and strengthen our partnership with our customers. It is an expression of gratitude for the unwavering support we receive.

In addition, Customer Service Week is globally recognised as a symbol of hope and optimism. In a world often marked by divisions, it reminds us of our interconnectedness and shared responsibility in creating a more customer-centric
world. In conclusion, customer service is not just a function within Schneider Electric; it is the essence of our organisation. Every activity, every initiative, and every interaction is geared towards ensuring customer satisfaction, building quality products and services, and nurturing long-term relationships. Our dedication to customer service is unwavering, and we look forward to celebrating Customer Service Week with our valued customers worldwide. Thank you for entrusting us with your business, and we remain committed to serving you better.

What advice would you give to other companies looking to enhance their customer service efforts during special occasions like Customer Service Week?
It all starts with recognising and appreciating your customer service teams when trying to improve customer service efforts during celebrations like Customer Service Week. Invest in their education and growth. Give them the tools they need to exceed customers’ expectations by giving them the skills they need.

Promote an environment that values active listening and empathy. It makes a huge difference when your team can genuinely connect with customers. The encouragement of departmental cooperation and teamwork can facilitate problem-solving more quickly and enhance the general customer experience.

Finally, get input from both customers and staff. You can create a culture of excellence that benefits both your business and your customers by honouring and supporting your customer service team on special occasions.