subject: Good Customer care management skills a prerequisite for customer confidence and growth in relation to business expansion [print this page] By Agaba Herbert By Agaba Herbert
Customer Care as a practice.
Customer care is the consistent and unique way of understanding the needs of the customers in a business environment. The needs of different customers can be understood through taking time in studying their tastes and preferences. This means that you find out what they want, why they want it, provide it without hesitation and be consistent.
Consistency
In here, being consistent means that you keep doing what you do best in order to keep up your game. Consistency calls for quality in the sense that it should be the first thing on the agenda of any customer care manager whichever business big or small one is dealing in. quality is paramount because it is the number one component of your business that will keep your customers away from your competitors in favor of your business.
Small things matter
Customer care also relates to the image of the organization/company. This means that whatever you do in relation to your customers should be well thought of; being careful is paramount in that it may play a role in the decision of the customer that is whether s/he comes back to your premises or not. This applies to both the new customer and the old customer (attraction and retention). Both of them are unique scenarios. The new customer has come to your premises because probably s/he was convinced by the old customer. There is a possibility that s/he has come to find out and see whether these premises live up to the standards of what s/he was told and just maybe the presence or absence of these standards will act as key determinants of whether the customer will make the premise a new "home" or not; there is also a possibility that s/he might have came to your premises because the others are doing badly in some customer care components. The danger is that you the owner of the business may not know why this new customer has opted for your premise. This means that you have to give a very admirable first impression so that this customer can come back or even bring more people with him/her.
Personal hygiene and general cleanliness.
I changed the restaurants several times not because they are expensive or workers were rude to me as a customer but because they were "dirty". The waiters and waitresses look "horrible" and this always drove my mind towards the kind of food and drinks they were to serve me. They were cheap but I opted to join more expensive restaurants whose hygiene and general cleanliness was good. The moment I visited my old "home" I would first ask them to come and remove the dust from where I was going to sit. "Is it my responsibility?" I asked myself. To make matters worse the person in charge would take ages to come and clean and in most cases I cleaned it myself.
Multiplier effect
Many times businesses do not mind about the role their customers mainly the old ones play in promoting their premises. This they do without pay and without appreciation. The old customers always recommend your business premise to people who have never come their and even to those who have never come to the place. Some times they come with them something which means that you will know and take note; but other times the customers that were recommended by the old ones come alone and you might not know the role the old customer played. Some business owners are obsessed with attracting new customers at the expense of retaining old ones. It should be noted that there is a reason why this one customer has frequented your premises for years. This means that there is something unique about your customer care skills and the quality of your service. When you receive a new customer that does not mean that you should take the old one for granted just because you think s/he will surely come back. What many business owners do not know is that if the old customer is "mistreated" he might discourage a hundred customers from coming to your business. This he or she would do even if it is not him who was going to spend. That means that your image as a business is at stake.
Internal customers in relation to the external customers
Different departments deal with each other within a company/ organization and that is why we talk about the internal customer. Politeness, good relationships among internal customers are essential if one is to create and maintain a good image outside. This is so because if there is a bad relationship inside then it will affect the outside customer and the image of the company adversely and hence business will be lost.
In conclusion there is a lot about customer care that we shall unearth together but for now taking all the above into consideration without exception will surely help you in creating a strong and sustainable customer base.
Good Customer care management skills a prerequisite for customer confidence and growth in relation to business expansion
By: Agaba Herbert
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