Customer Care
The purpose of business is to create and keep its customers. In any company, it’s the customer who determines what a business is for. It’s the customer and he alone, who through being willing to pay for a good or service , convert economic resources in to wealth, things in to goods.
Successful customers have focused on understanding customers. They know how customers. They know how customers behave, why and how they buy and even able to stimulate them to buy. Focusing on the customers needs, thus give the purpose of the business.
The most crucial contact of all, is the first one of all that the customer makes with you business because if you loose him or her here, he is likely to be lost forever. This makes it important or imperative that those having initial contact with customers do their out most to help the customers and make him feel appreciated rather than treating him like an interruption.
What is a customer?
A customer is the most important person ever in this office in person or by mail. A customer is not an interruption of our work; he is the purpose of it. We are not doing a favor by serving him; he is doing us a favor by giving us the opportunity to do so. A customer is not some one to argue with, no body has ever won an argument with the customer. A customer is someone who brings us his easy words on it its our job to handle them profitably to him and our selves.
An engineer at one company complained that the sales people were always protecting the customers and not thinking of the company’s interest, he went on to blast customers for asking too much.
What is your experience?
-Customer ones
-Service availability
-Timely delivery
-Feed back (communication)
-Can you compete effectively today? On time, cost, quality, strategy, who are our customers?
What are our needs? What must we do to win their preferences?
When a company creates a dissatisfied customer, he or she grips to many people i.e. he complains about the company to many people. Suppose each person who had the story told a big group who told another group and so on. Clearly, bad word of mouth travels further and faster than good word of mouth and can easily poison the public’s attitude about the company.
Do you listen to customers complains?
Do you handle them?
Tactics used to handle them:
Have the right attitude
Clarify the objection
Acknowledging
Denying
Buy time, promise to handle objections later and ignore invalid objections.
Your aim should go beyond satisfying a customer, your aim should be delight a customer. Delighting means going beyond meeting the mere expectations of the customer; this is also a matter of adding unexpected supplies to the offer. The company is saying that we want to treat you in a special way. A delighted customer is more effective advertiser than an advertisement places in the media.
When the customer has a grievance
Refund, replace, take disciplinary action, apologize, and properly deal with professional complainers.
The customer is of paramount importance whether the demands are un reasonable or punitive in terms of cost, the customer in his or her own customer segment, represents potential future business.
It is easy to get customers but very difficult to retain them or more difficult to get them back.
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