Excellent Customer Service is the most important part of any business – it matters more than price. Customer Service Excellence (CSE) needs be at the heart of our operations in order to ensure success.
At Sasol we utilise a dynamic and integrated approach in determining customer requirements and developing our internal capability to respond to these requirements.
By understanding our customer’s needs we are able to add sustainable value and render a professional and excellent service.
The pillars that uphold our CSE strategy include:
Communication
Responsiveness & accessibility
Ease of doing business
Skills & knowledge
Knowledge of the customer
Customer service can take on many forms such as a phone call, a self-service system or a direct e-mail. However, the overarching goal is to ensure that customers are not only satisfied with the quality of service provided, but also have a great experience when interacting with any person representing the company.
A few years ago, people had to make an effort to contact companies. Call centres frequently experienced ‘high call volumes’ and emails rarely received replies. Now, customers have direct access to companies online, and one post from a disgruntled customer can be the tweet that launches a thousand more. One bad customer service experience could not only deter people from using our products and services but could also cost us millions through reputational damage.
One interaction may be easy to overlook but, in a world full of cameras, instant sharing and hashtags customer service is more important than ever.
Customer Service is about going above and beyond to create a lasting relationship of trust and loyalty beyond the immediate interaction. It is the cornerstone of how we interact and engage at Sasol.