Customer care has become one of the most important issues facing businesses in every market. Customer care programmes come under a number of titles - customer services, customer satisfaction, customer focus, customer orientated etc.
Their common theme is meeting the customer’s requirements and ensuring that all aspects of the business contribute to customer satisfaction. The intention is to build repeat business if customers are satisfied with the product and the standards of service they receive, they will return again and again.
Inconsistent Customer Care
Inconsistent customer care performance can have a negative effect on customer perceptions. Petrol companies for example, know that every time a customer walks into one of their outlets, wherever they are in the country, they should expect to receive the same standards of service. Nation-wide consistency is essential when customers are likely to visit multiple outlets – one poor performance can threaten the customer’s perception of the entire operation.
What Is Customer Care?
Customer care is about addressing three sets of requirements:
These requirements are interrelated, i. e. it is more difficult to deliver consistently high standards in customer care if the needs of both the organisation and the staff are not taken into account
Who Are Your Customers?
If you are not serving the customer, you should be serving someone who is. Harmonious relationships with customers and colleagues are essential to service success, because providing outstanding customer service is primarily a team effort. For excellent customer service to exist it has to be practised on an internal basis
The What And The How
The “What” is the material and the “How” is the personal element. To be outstanding, organisations must deliver excellence in both material and personal service. Customer service is no longer just a question of interpersonal skills
The difference between you and your competitors is achieved when expectations are exceeded. Doing the unexpected, going the extra mile, moves us from meeting expectations to exceeding expectations
How To Delight Customers:
Be The Best
How To Be The Best
Today Everyone Sells
In a successful company the number of sales people equals the number of employees
And Finally: How To Help Yourself Sell
Copyright © 2006 Jonathan Farrington. All rights reserved
Jonathan Farrington is the Managing Partner of The jfa Group . To find out more about the author or to subscribe to his newsletter for dedicated business professionals, visit: http://www.jonathanfarrington.com