Customer care involves putting systems in place to maximise our customer's satisfaction with our business. Our sales and profitability depends on keeping our customers happy which should be a prime consideration for every business .
In some roles Customer care is more directly important than others. For receptionists, sales staff and other employees in customer-facing roles, customer care should be a core element of their job description and a core criterion when we’re recruiting.
A huge range of factors can contribute to customer satisfaction, but our customers - both consumers and other businesses - are likely to take the following into account:
· How well our product or service matches customer needs.
For customer-facing employees such as receptionists and salespeople, customer care is a core part of the job. Customer service levels should be a key criterion when recruiting to these roles.
Management of our customer care
Understand our customers
Collect information about our customers
Information about our customers and what they want is available from many sources, including:
· their order history
Manage your customer information
Know your customers' needs
We can learn a great deal about our customers simply through talking with them. We get a valuable picture of what's important to them by asking them why they're buying or not buying, what they may want to buy in the future and what other needs they have can give. It's much easier to offer our customers solutions if we know the challenges that face them.
We keep an eye on future developments in our customers' markets and
lives. Knowing the trends that are going to influence our customers
helps us to anticipate what they are going to need - and offer it to
them as soon as they need it.