Every company writes a beautiful write-up on how they are dedicated to customer care. But we are judged only by our actions, not our pretty words. How strong is a bridge? You only know when you try to cross it. And this is what customer service really means. How does a company perform when you need their service? How easy was it to find a contact to contact, how fast did they reply, how stress-free was the experience, how professional was that response, and ultimately did they comprehend and understand your issue and solve it in an expedient information way?  At Ocacia we also talk to you like a person straight and clear, not like an infallible arrogant organization talking down to its subjects. We are someone's customers too and we emphasize and structure our customer care from the position of customers. So the question we ask is "What would we want if we were customers of Ocacia?" 


COMMUNICATION

A lot of the problems in this world are due to communication. or just plain old lack of communication. So out of the gates, we know that whatever we do, make sure our communication is always something we look to improve. You can never be too good at it. How many times do you email a company and never get a reply? So much so that sometimes you do not even bother to use email as a method of communication because standards are so varied. Reminds me of walking up to a house and seeing a broken doorbell. There is a good chance that pressing it is a waste of time. So as a business we want to rebuild confidence in communication. To let our clients know that when they contact us, they are getting through instantly. 


WHAT WE DO NOT CARE FOR

We are an African-conscious business. Our clothes are mirrors of our worldview and African culture. We want to create positive energy and a civilized world. This is not a street market and conducts everything with regard to our business with class. The classless can take their money and shop elsewhere. When you contact someone you are expected to be professional, not vague and laidback. Treat people like how you want to be treated. If you ask a proper question, chances are you will get a good reply. If anyone was to email Amazon and say;

"Hi dude, where is my order?"

I think you would be shocked if you ever got a reply. No one reads minds, so what you write is critical to the response you get. Yet when it comes to African-owned businesses people will write a lot of vague incoherence and expect a response. 

"I spent $200 with you! where is my order?" 

At Ocacia makes no difference if you spent $2 or $2000 we only have one service. You are our client and a client is a client and all our policies extend even when we do free work. 

 


OUR VALUES UPFRONT

 

Our client service is not rooted in any ridiculous mythology called the customer is always right. The customer can only be right when the customer is right. If you order a large and we sew a small, then the customer is right. If you order a yellow shirt and we make a yellow shirt and then you complain-- you are not right. If you order a 21 working day service please do not tell us how terrible our service is after 4 days of ordering. We live in a capitalist culture which creates a false sense of what good customer service is. So regardless if you are right or wrong they will refund you and let you be "happy" that is not because they have good customer service that is because they have a system in place where they cannot be bothered with you. They are turning over so much profits that they can afford the 5% ridiculous complaints of spoilt customers. It is just basic maths. At Ocacia we are not modeled that way and we try to establish good terms and conditions and stick to the terms and conditions and values we have established. The Ocacia name and the Ocacia values dictate our quality of service. We are right and wrong by our ability to adhere to them. If any of these standards is found wanting, then we will review and replace it. But we believe in an equitable world of right and wrong, of discussion and understanding.


COLD ROBOTS

Fake Customer service: Which one do you prefer, to talk to a person who really cares and replies to you like an individual or a robotic response which could be generated by one of these new AI software programs, full of fake greetings "I hope this email finds you well". Now a lot of our customer service and other policies are developed based on our own experience with businesses. I personally cannot stand some generic response with fake apologies. "I am sorry for the inconvenience you received and I can assure you we are dedicated to our customer's happiness" and then they deny your complaint. Some mistakenly call this professionalism, I think it is dishonest. It is not about always making the customer happy, because that is an impossible target. but making sure the process means some basic professional standards. What is the point of a professional greeting, when the entire process is slack?