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IMD ups customer service game (Part 2)

By: Ilana Koegelenberg – assistant editor

It’s been a few months since the Interact Media Defined (IMD) team completed their Congruence Customer Service training. We carry on chatting to staff to see what difference the training has made in their work-lives

IMD is a publishing and exhibitions company of about 35 staff members based in Bedfordview, Johannesburg. Across the board, the feedback has been overwhelmingly positive, and it’s not just the staff who are noticing the difference – but clients too!

Add a personal touch
Mpho Ngobeni is the layout artist behind F.I.R.E Africa and Plumbing Africa amongst. When designing the birthday issue of Plumbing Africa, she was tasked with making up various block ads for clients. Instead of simply adding in logos and contact details, Mpho went online, looked at the clients’ websites and adverts and added a personal touch, adapting each block to the client’s brand. She received awesome feedback from clients who loved the designs. “Lesson learnt: It’s not about getting the job done; it’s more about how you actually get it done. The greatest feeling is giving greater quality service.”

Put yourself in their shoes
Marike Groot is the online manager and has to deal with customers internally and externally on a regular basis. She has been identifying individuals in the industry and registering them to receive our publications digitally. With some good feedback. “Thank you for taking the initiative to register me. I must say I was browsing a while and found it very enlightening,” one such client responded.

Know your customer
The training on the personality styles is the one thing that stood out for Chantele Long, sales rep for Plumbing Africa. It has helped her learn how to handle clients better. “Before, I used to think that their behaviour was all because of their attitude. But after the training, I realised that it’s all in the personality style.” Understanding the clients better has led to more sales and fewer misunderstandings!

Follow up
Zeldalee Du Toit is one of the young internal sales reps working on RACA Journal and Cold Chain Africa. She received a glowing testimonial from one client, who was so happy with her customer service, he wanted her to forward his positive mail to her manager so everyone could see how happy he was! “Thank you very much for your hard work. Your service was fantastic and you followed up when you said you did. Please forward this to your manager as I would like them to know that your service and sales knowledge was excellent.”

Have you noticed a difference?
IMD has come a long way since embarking on its journey to give better customer service, both to internal and external customers. And there is still a long way to go. But every single staff member is making a conscious effort to go the extra mile and be more accommodating. Have you noticed a difference in our service? Let us know! We’d love to hear from you.

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