Mohamed Isa, an award-winning Bahraini speaker and a bestselling author, delivered the keynote address at Bahrain British Business Forum (BBBF) meeting yesterday.
BBBF Chairman Khalid Al Zayani OBE, welcomed Mr Isa and the BBBF members to the gathering. More than 100 participants joined the meeting at the Gulf Hotel.
In his address, Mr Isa reviewed how enhancing the level of customer service across the private and public sectors is fundamental in creating a better business environment to attract more investors to Bahrain. He said that customer service is everyone’s business, regardless of whether they deal with customers or not.
Mr Isa, a best-selling author on Amazon, shared some of the statistics from his latest book “Chai Karak: A Customer Service Story”, which indicate that:
78 percent of consumers have bailed on a transaction or not made a purchase because of a poor service experience
80 percent of companies say they deliver “superior” customer service. On the other hand, eight percent of people think these same companies deliver “superior” customer service
91 percent of unhappy customers will not willingly do business with you again
86 percent of consumers quit doing business with a company because of a bad customer experience
For every customer who bothers to complain, 26 others remain silent
Mr Isa outlined his strategy to address these issues and how to provide better service to customers, irrespective of the industry. He discussed the importance of instilling a customer-centric culture and anticipating customer needs, as well as effectively communicating with the customers.