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OKI extends Smile Factory to partners

Regina Pazvakavambwa
By Regina Pazvakavambwa, ITWeb portals journalist.
Johannesburg, 24 Apr 2015

Printing solutions provider OKI SA is taking its Smile Factory customer service initiative to partners.

The Smile Factory is an initiative that promotes delivering a superior customer experience through exceptional service and a smile.

The initiative was introduced internally in October last year and with its success, it is now being introduced to the company's service partners, says Greg Sellars, marketing manager at Printacom.

"Our service partners are an extension of OKI and we wanted our partners' customers to experience the unique service experience."

The philosophy of making people smile has completely changed the way of thinking and how OKI approach servicing and interacting with customers, he adds.

"The Smile Factory has enhanced the culture in the company. The team has become even more motivated, positive and happier through the simplicity of making others smile. It has established a greater place to work and is shaping a happy and smiling culture."

Sellars points out traditionally there has been little focus on achieving customer satisfaction within the IT industry - it has always taken a more product-oriented approach rather than a service-oriented approach. "It has been about what we can take from customers rather than what we can give them."

It is always difficult to motivate service staff, due to the inherent negative nature of the environment, says Sellars, adding this initiative is a unique concept and a simple way to encourage and motivate teams.

Also, the poor service within the industry can be mitigated by implementing a smile programme that motivates the delivery of outstanding service, he notes.

The focus of the Smile Factory is about giving to the customer more than taking - through this we can change the industry's negative perception and re-evaluate how we interact and do business, says Sellars.

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