Understand Customer Care and the Benefits of Good Customer Care, Essay Example

List basic principles associated with good customer care

There are a number of different ways that customer care representatives and others in customer service can demonstrate good customer care. There is a difference between having good customer service skills and understanding customer care principles. One of the primary principles is that customer care representatives are the face of the company to most customers, and they must present a positive image of the company or organization. Employee satisfaction is important for customer care representatives, as a satisfiedemployee is more likely to present a positive image of the organization to external and internal customers. Customer care representatives must be empowered with appropriate training and the ability to execute effective solutions for customers’ problems. It is also important that customer care representatives demonstrate their commitment to customers and make it clear that customers are valued and that their concerns are taken seriously.

Explain the benefits of an organisation having customer service standards

Any organisation that depends on customers for its ongoing success will have to ensure that it provides good customer service. In a customer-driven environment, in fact, good customer service is not enough; it is best to make the effort to provide excellent customer service to every customer, and to establish this as the standard for all customer care representatives to meet. By providing excellent customer care, companies and other organizations can benefit in a number of ways, such as promoting loyalty among existing customers, increasing sales, developing new customers through positive word of mouth, and maintaining a satisfied and positive working environment for customer care employees.

While most people understand the idea that offering good customer care is important, it is also important that an organisation establishes effective customer care policies and standards. Such standards make it clear to customer care representatives what is expected of them from the organisation, and also provides them with the information and tools that they need to perform their jobs. Managers and supervisors cannot just assume that all customer care representatives will know exactly how to offer the best service, and by establishing clear standards, customer care representatives will be prepared to offer the best possible care and to present a strong,

Describe examples of good practice in customer care

Good customer care can be demonstrated in many different ways. Customer care begins long before a customer has a concern or complaint, and it is important that any customer-driven organisation maintains focus on the needs and the customer from the first introduction and throughout the working relationship. Good customer care requires an organisation to determine what customers need and what expectations they have, and to always strive to meet those needs and exceed those expectations. At the core of this relationship is strong, effective communication, which ensures that all parties involved are clear about the expectations of the other parties. A good rule of thumb for any organisation is to under-promise and over-deliver. By meeting customers’ needs and exceeding their expectations, the organisation will establish loyalty and promote strong sales and performance. Good customer care requires that organizations be proactive and transparent in dealing with customers, that they do so in a confident and positive manner, and that they are accurate and accountable in meeting customers’ needs and exceeding their expectations.

Describe the difference between internal and external customers

External customers are the customers who are outside of the organisation. This includes the people who purchase products or services from the organisation, of course, but also includes other individuals and organizations. Vendors and material suppliers, distributors, and any others that an organisation works with are all examples of external customers.

Internal customers are those individuals or departments within the organisation that must interact with each other and work together to ensure the organisation is successful. The production or manufacturing department of a company, for example, must rely on the sales department to make sure that the products are sold and delivered, while the sales department relies on the marketing and advertising departments to promote products or services. All of these departments and the individuals within them are internal customers of the organisation.

Identify the needs and expectations of a customer

A customer’s needs are his or her minimum requirements in order to be satisfied with a product or service. If these needs are not met, the customer will not be satisfied. Customer expectations are driven by the advertising, promotion, marketing, reputation and other public information available about an organisation.

Explain why it is important to meet or exceed customer expectations

It is important that an organisation does not just meet customer expectations, but exceeds them. A customer will have expectations of an organisation, and if those expectations align with the customer’s needs, then the customer will consider doing business with the organisation. By exceeding customer expectations the organisation will promote loyalty in an increasingly competitive business environment.

Explain how to effectively deal with complaints in own area of responsibility

First it is necessary to actively listen to ensure that you understand the customer’s concerns. Effective communication will make it possible to determine what the customer wants done, and if it is possible for the customer care representative to handle the situation immediately, it is best to do so. There may be times when a customer must be transferred to another individuals or department, but if the problem can be resolved, a good customer care representative will take responsibility for doing so.

Describe how to deal with difficult customer(s) behavior

It is imperative for good customer care to remain patient when dealing with a complaint. By actively listenting and affirimg the customer’s concerns, the customer will see that the complaint is being taken seriopusly. Angry customers who are allowed to offer negative feedback, and who feel their feedback is being properly addressed, are more likely to remain loyal customers.

Explain the importance of customer feedback

It is important for any organisation to gather customer feedback. This information helps the organisation determine where its policies and procedures are effective and where they could be improved. It helps the organisation make decisions about whether or how to improve products, how to market the organisation, and how to respond to the needs and expectations of customers.

Describe different methods of collecting formal and informal feedback from customers

Feedback can be gathered in a number of ways. Customers may be asked to answer a brief survey after a customer care call, or a customer care representative may take notes on a conversation. Often times, customer care calls are also recorded for future reference, which allows the organisation to gather information about what does and does not work well in their customer care departments. Formal surveys may be sent to existing customers to determine their level of satisfaction, and surveys may even be sent to former customers so the organisation can determine what they might have done better in dealing with those customers.

Explain how to interpret feedback from customers

Surveys, customer care cards, and other feedback systems can be analysed to look for trends and patterns. Complaints that are too general may not seem to be useful, but by looking for long-term or broader patterns about those complaints, it may be possible to identify areas where improvements can be made. And positive feedback also shows organisations what is working well for them, allowing them to continue to focus on and apply resources to those areas.

Describe how to improve customer satisfaction

The most important thing for organisations to keep in mind when trying to improve customer satisfaction is the value of strong, positive, effective communication. It is impossible to make improvements to customer satisfaction without knowing why customers are dissatisfied. The next step is to determine what customers need and expect ion order to be satisfied. Finding this information can be done with surveys, focus groups, and even simple conversations. The organisation can only make improvements once it knows the reasons why customers are dissatisfied.