Customer Care Strategy


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Monitoring and evaluation - Customer care is ongoing and needs to be monitored carefully. It is important for all staff to see it is continually being monitored. It can let you know if you need to develop training further. It can help you identify the strengths and weaknesses in your organisation. Also it gives you a basis for checking that objectives are met, like reducing complaints and ultimately raising your organisations revenue.

Organisational Policy - setting out your Mission Statement pointing out your reason for existence. In your mission statement it is important that you give your customers an indication of what your organisation is trying to achieve.

Customer Research - Finding out what your customer expects and needs is essential for success in your organisation. Although it can be easy enough collecting in information on your customers, it is more important to know how to analyse and put into practise feedback received from them.

Staff Perception - Getting feedback and opinions from all members of staff will lead to a more successful customer care program. It takes all members of staff doing their specific job to make your organisation a success. If your employees feel undervalued and overlooked in their employment it will lead to a less motivated workforce.

Customer care training for managers - It is important that you as a manager are well versed in the role of implementing a customer care programme. In your organisation it will be your role, as well as your sales manager role, to deliver cascading customer care training to your staff. In short this means that yourself as well as your sales manager will be responsible for passing on-going training to the other members of staff. Staff will in turn follow if management lead by example.

Customer care training for staff - It is appropriate for all staff to focus on the new company attitude towards its customers. Staff must be equipped with the skills in dealing with their customers. These include listening skills, communication skills, dealing with customers with special needs, dealing with complaints, and be able to read body language.

Alterations to systems - Some of the customer care training may benefit one section of your staff, but be of no use to another. You always have to be aware that the establishment of a successful customer care programme may expose weaknesses which have to be addressed and altered to meet a specific need.

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