The Importance of Customer Care in Business

The Importance of Customer Care in Business

To make the customers life easy it is also a good idea to have a Frequently Asked Questions (FAQ) page on your website. Work out what the most commonly asked questions are that your customers might ask and compile them into an easy to search page. This will allow customers to help themselves as much as possible and saves any delay in response to their queries.

Giving customers the chance to voice their opinion is an important measure. Setting up a customer satisfaction survey or questionnaire can be helpful in finding weaknesses in your company and improving them where possible.

Key Performance Indicators

It's a good idea to have systems in place to identify how satisfied your customers are. Tracking things like customer complaint levels, product return rates (or refund requests), returning customer orders or levels of marketing material sent out versus revenue generated because of them can help show how well your company is performing in the customer care arena.

Loyalty Schemes

Providing your loyal customers with rewards is a good way to strengthen relationships and encourage new ones. Keeping your customers coming back is cheaper and easier than seeking new business so using loyalty discount schemes, recommend-a-friend schemes or other related marketing strategies will only help to improve your business and elevate customer satisfaction. You will have to look at your market and the service/products you offer and consider the best possible options for you.

Security

If you have a work place or place of business where members of the public will pass, security is an important part of customer service. CCTV monitoring will hopefully prevent and deter theft while at the same time providing an air of confidence to both customers, staff and partners that might be visiting the premises.

Other Customers?

Take care not to be closed-minded when it comes to your customer base. Remember that partners might well be customers too. Depending on your business type, distributors, advertising agencies, suppliers and many others whom you interact with in order to carry out your business will need to be treated with the same level of customer care. Upsetting a supplier or distributor could damage your sales and your business. Even colleagues within your business might well be seen as customers in certain circumstances, especially in larger companies where various teams interact to provide the end result.

Hints and Tips For Customer Care Staff

Dealing with difficult customers - If dealing with abusive or rude customers, keep your cool and if you find you cannot, try involving another member of staff in the situation.

Telephone calls - Answer telephone calls quickly, being polite and courteous.

Letters of complaint - When replying to a letter of complaint keep it short and to the point, but be polite and personal, don't send out standard template letters.

Positive Response - Always give positive responses. Even if you don't know personally or cannot help, direct the customer to the right department or let them know that you will find out for them.

The Points To Remember

It is important to remember that customer complaints are only one end of the spectrum. Provide the best service you can and you will minimise the levels of complaints that will come in. Remember that people who complain will be the minority, but they might well be voicing the thoughts of the masses in general. Take complaints seriously and use them as an opportunity to improve your business. Remember in setting up your business that The Company Warehouse is here to help you on the path to success. Order a non-geographic number to help give your company a "national" and professional feel, even when you are just starting out. Potential customers will be far more likely to ring a freephone number both to place orders or to complain. Both sorts of phone call are valuable to your business. We can provide you with a domain name and a well designed website with a contact page. These pages include a contact form to allow customers to send you an automated e-mail with easy and speed. Be sure to answer these quickly to meet your customers need and grow a loyal customer base. Well designed Logo's, letterheads and other corporate identity items will help give your company a professional feel and appeal to customers. All these elements are part of caring for customers.

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