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Importance of customer care

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Importance of customer care

Importance of customer care

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  • 1. Importance of Customer care
  • 2. Feeling concern and interest in someone who has entered a business to buy a product or obtain a service.
    This brings out the fact that a person can be a customer without having to spend money.
    Definition of Customer Care…
  • 3. Customer care should start at the lowest level of the organization hierarchy and continue towards to the top most level.
    Customer care
  • 4. Put yourself in the customers shoes; see the situation as they do.
    Basic rule of customer care…
  • 5. Essentially, Moments of Truth are those contacts between companies and customers where a firm's reputation are at stake.“
    “Moments of Truth”
  • 6. Each time you meet with a customer, or potential customer, is a chance to make a positive impression on that person. These encounters can be described as "Moments of Truth".
    Moments of Truth
  • 7. Lack of incentive
    Complacency
    Lack of support
    No real training
    Staff under pressure
    Poor knowledge
    No team spirit or motivation
    Lack of awareness
    Why does poor Customer Care happen?
  • 8.
    • Attitude
    • 9. Appearance
    • 10. Communication-listening, talking, reading, writing
    • 11. Observation of standards and body language
    • 12. Assertiveness
    What skills do we need to use?
  • 13. There are 8 main customer care skills that need to be displayed when serving the customer…
    Customer Care Skills
  • 14. Appearance
    Observation
    Listening
    Body Language and Facial Expression
    Talking
    Assertiveness
    Attitude
    Behaviour
  • 15. Do...
    Show empathy/concern
    Use their name if you can
    Listen
    Take notes
    Let them make their case
    Ask questions to clarify detail
    Confirm with them that you have got it right
    When dealing with a complaint…
  • 16. Gather your version of events before replying
    Tell them what you propose to do
    Ensure they are happy
    See it as an opportunity to cement the relationship and encourage more business
    Do…
  • 17. Feel good factor is high/enjoy going to work
    Improved reputation
    Return/
    repeat business
    Fewer complaints
    Less stress for mgt and staff
    Greater job security
    Happy boss
    Improved team spirit, staff morale and motivation
    More enjoyable work atmosphere
    Greater staff loyalty and retention
    Improved communication within the business
    Greater chance of word of mouth advertising
    Benefits of excellent Customer Care
  • 18.
    • Establishes customer loyalty.
    • 19. Strengthens reputation – enhances the image of the organisation and helps to attract new customers.
    • 20. Customers are satisfied and happy – they have confidence in what they are purchasing and feel highly valued by the organisation (creates a sense of belonging!).
    • 21. Employees in turn also feel highly motivated and valued resulting in a low staff turnover – shows competitors that the organisation is highly efficient in using its most precious resource.
    • 22. Increased market share which gains the organisation a very strong competitive edge.
    Benefits of excellent Customer Care
  • 23. IN ORDER TO ENSURE THE SUCCESS OF THE ORGANISATION IT IS IMPERATIVE THAT THE CUSTOMER LIES AT THE HEART OF EVERYTHING THEY DO!
  • 24. Presented By --
    PRASHANT JAIN
    PGDM (IB)
    Thank you