AN UNCONVENTIONAL THINK WITH KWAME

Customer service plays a very vital role in the success of every organization. I strongly believe that every successful organization from L’Oreal, to McDonald, Trump business, Pepsi, etc will all have a story to tell about the customer service and its contribution to their organizational growth. According to Turban et al. (2002), "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." But has it ever for a second, crossed your mind, the sort of service provided in the Courtroom, who the customer or the supplier is and most importantly the role of Customer service in the Courtroom? And again, And why isn't the customer also right in the courtroom as touted by marketing theorists?

So the question is what is Customer service in the Courtroom and at what point will the Customer in the Courtroom say "I am satisfied"? This is what my Blog seeks to unlock and also request for your interest, inputs and questions.

GROUPS OF PEOPLE IN THE COURT ROOM

Before the discussion begins, we need to know the players in the Courtroom. Below are the main Players you will always see in most Courtrooms:

The Judge and his/her staff

The Judge and his staff receive a lawsuit from the Plaintiff reporting of some injuries caused him by the defendant and wants to claim damages from the defendant for the injury caused.

Here, the Judge has received a Job request from the Plaintiff, which in this case makes the Judge the Service provider to the Plaintiff. The Judge, in this case, is expected to provide a satisfactory trail which the Plaintiff believes should be to his or her advantage. The Judge and his staff receives a lawsuit from the Plaintiff reporting of some injuries caused him by the defendant and and wants to claim damages from the defendant for the injury caused.

Plaintiff

The Plaintiff is the one that files the lawsuit to the court for the assigned Judge to handle. So, in this case, the Plaintiff becomes a Customer to the Judge. The customer in this circumstance is expected to win the case since he/she believes that he has given enough evidence to back his claims and expect the Judge to rely on it, to rule on his or her behalf.

Plaintiff hires a lawyer with the main aim of analyzing the issues on board and advising whether to proceed to Court or not. The moment the lawyer accepts that the issue the plaintiff has onboard is worth enough to win at court, HE proceeds to file the case at Court.

Defendant

The Defendant was just told to report to court to defend a lawsuit filed against him/her for some injury he/she is purported to have caused the Plaintiff. Does it make the Defendant a customer to the Court, here, in this case, the Judge, Although the Defendant never sends the Court any Job request? And would you also say that the Judge requested for the services of the Defendant, making the Defendant a supplier, all because the Judge requested the presence of the defendant? This means the Defendant has not requested the services of the judge, so as to expects service satisfaction. The Defendant becomes the Customer to the Lawyer he/she hires to defendant him/her at Court and expect from the Lawyer to defend her to win the case so as to be satisfied.

Lawyer of the Plaintiff

Lawyer of the Plaintiff has being hired to support the Plaintiff to put his point across and point out all the holes in the statements made by the defendant in order to help them win. So a Lawyer that accepts to take on the responsibility of being the Counsel for the Plaintiff is expected by the plaintiff to win the case outright.

So Plaintiff's Lawyer is now a service provider for the Plaintiff and would want to deliver a service that the Plaintiff would be happy with And what will make the Plaintiff satisfied? He only becomes satisfied when he wins the case.

Lawyer of the Defendant

Lawyer of the Plaintiff has been hired to support the Plaintiff to put his point across and point out all the holes in the statements made by the defendant in order to help them win. So a Lawyer that accepts to take on the responsibility of being the Counsel for the Plaintiff is expected by the plaintiff to win the case outright. So Plaintiff's Lawyer is now a service provider for the Plaintiff and would want to deliver a service that the Plaintiff would be happy with And what will make the Plaintiff satisfied? He only becomes satisfied when he wins the case.

Audiences

The audience in the Courtroom, though comes there to support the Plaintiff or the Defendant or comes there on a neutral grounds to observe, becomes an uninvited guest in the Courtroom and expects not to be tolerated by any actions of theirs. But Didn’t Marketing tell us that converting prospective customers into real customers is very important? But does the Court who is a service provider cares about the audience as a prospective customer? Does the Court even market for customers in any way as service providers?

SUPPLIER AND CUSTOMER ROLE FOR EACH PLAYER

Below is the Supplier to Customer relationship in the Court room:

Supplier to Customer

Judge                                                  Plaintiff
Plaintiff's Lawyer                           Plaintiff
Defendant's Lawyer                                  Defendant

EXPECTATION FOR EACH OF THESE CUSTOMERS

After knowing the customers in the court room, we have to outline the what the Customer needs, to say he/she is satisfied.

Plaintiff as the Customer to the Judge

The Plaintiff, as the Customer to the judge, expects the Judge to understand from his point of view, the reason why he/she (the plaintiff) deserves to claim damages for the injury caused by the defendant. And if the Judge on the day of the ruling, rules in favour of the defendant, the Plaintiff would be dissatisfied no matter the explanation the Judge gives. So what can the plaintiff do as a dissatisfied customer of the service provided by the judge? Is the Judge as the service provider obliged to provide a service that is satisfactory to the Plaintiff as a customer?

4.2 Plaintiff as a Customer to the Lawyer

The moment the Lawyer promised the Plaintiff of his optimism of he ensuring that he/she wins the case and the fact that the plaintiff deserves the damages, He/she put the plaintiff in the position of being optimistic of winning the case. The Plaintiff expects the Lawyer to execute a satisfactory service he promised. Any other ruling other than the plaintiff being the winner of the case is not expected.

4.3 Defendant as a Customer to the Lawyer

The Lawyer that takes on the work of defending the defendant with the evidence provided by the Defendant, is expected by the Defendant to absolutely defend and subsequently win the case.

5.0 THE RULING

The Judge ruled that the defendant was not guilty of what the Plaintiff had sued him for.

6.0 CUSTOMER SATISFACTION

The Plaintiff is now not satisfied because he has lost the case.

7.0 QUESTIONS WHICH NEEDS YOUR ANSWER

IF you were the Plaintiff, why would you or wouldn’t you take Actions against your two service providers that you have paid to deliver a satisfactory service to you (The Judge and the Lawyer)?

STUDENTS/PUPILS MOTIVATION TO LEARN

It is the dream for every modern parent to see his or her child go to school and get him or herself a better white Collar job. Some Parents even have one way or the other, humanly planned the future of their wards by setting up a fund or willing the companies they owe to their children after death whiles some promise their children a business as a prize package for achieving academic excellence.

Others also strive to, by squeezing water from stones with the hopes of bettering the lives of their children as a way of getting out of their present predicaments for a better future. What happens when all these children go to school? A Great Question. Everyone would certainly have the reason for which he/she is there and as such, do what he or she thinks could let him achieve his aim. This is where the problem erupts.

TEACHERS AND THEIR TEACHING STRATEGIES

What is teaching if students are not allowed to express their thoughts? What is teaching if teachers do not make teaching interactive and more fun with the main aim of knowing students honest opinion on the subject without making them feel they are blockhead?

How many times have teachers tried to research about an answer a student gave to a question that he thought it was wrong, all because he the lecturer has not thought of it or has not come across it?

To me, there is no wrong answer if we do not know the brain behind the answer. It looks like teachers and lecturers are in a hurry to pour out what they have in their handbook. Teachers should most of the time in course of their teaching pick up debatable topics instantly allow the students to debate on it and it would surprise you that number of sensible contribution you would get.

TEACHERS, SHOW APPRECIATION TO STUDENTS/TRAINEES FOR BEING INTERACTIVE IN CLASS

Every student tries hard to be interactive and involved in class when teachers allowed everyone to give his opinion over the topic on board without disgracing or embarrassing them, Even when they give wrong answers. These students/trainees students or trainees would be congratulated for being interactive in class and the session and also lecturers should express their heartfelt gratitude for how successful the lecture was because of their honest contributions and encourage them to do same in their next lecture.

Trainees and students are moved when they are being appreciated when they were not expecting it.

CONCLUSION

How I wish teachers can seek to promote students to use their wisdom a lot more than the internet. I love American Got Talent and Britain Got Talent because they ensure that whichever talent you have, you demonstrate it in your way so that you can own it. Kids sing on Americas Got Talent (AGT) and Britain's Got Talent (BGT) in their way and it is very nice. That is the use of wisdom and the fact that we should also unearth the wisdom in others.

Thanks

Written by:

Kwame Asamoah Kwarteng