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Customers can be classified as internal or externally. The external customers include consumers or companies that buy goods and services as well as suppliers to the company like agencies and lenders. The internal customers include colleagues, shareholders and other stakeholders.
Good customer service is important as it is easier and cheaper to keep existing customers happy to find again and again. Oral word is a mighty marketing method and a happy customer will most likely refer your friends and relatives to a company with which they had good experiences. You will probably also be faithful and return further. Conversely, research shows that an unfortunate customer tells a minimum of nine other people about the problems encountered. The spread of bad news in this way a business underscores and damages your reputation.
Most companies have a customer service team responsible for dealing with customer complaints and queries. However, each personnel member must take full advantage of customer service and be proactive when dealing with customers so that problems do not occur.
Submission and tradition is often quoted to control expectations and can be used when dealing with internal colleagues and external customers. If we work with others or serve, we should put ourselves in the customer's shoes and think, "How would I like to be treated in this situation?" And then they deliver that. It is also good to remember the classic Bananarama song title, which they do not do what they do; It's the way you do it. '
It's not just about day-daily activities. The customer should come at the beginning in all what an organization does, and this begins with business plans and guidelines that are customer centric. For example, companies should ask: sell products that customers want to buy? Are our systems and processes built around our needs or customer?
Customers must also be taken into account when determining internal goals and important performance indicators (KPIs). A Call Center may want to reduce his call waiting times, and thus attractions to keep the calls short and answer the next call as soon as possible. However, this can have the knock-on effect of call styles that rushes calls and process people rather than serve them. This means that you miss opportunities and do not provide additional information that could help the customer. A fast service can be at the expense of a quality service, so that such things must be carefully considered.
The training is also very important. Each employee must know the customer support values ??of their company and empower the knowledge, resources and skills to provide excellent customer service. There are many customer service courses that help companies train their employees. This can help to give the employees listening skills to understand what the customer wants, and how to manage the expectations and "no" if necessary.
At the end of the day, the customer is the only person who can tell them what they want, and how well they do so. This makes research perhaps the most fundamental cause in providing good customer care.
Focus groups, polls and test plates are good paths to understand the customer and what they need and expect. Ongoing research into satisfaction levels is also important to give a company a sense of how it does. Mystery shopping and customer satisfaction surveys After completing a service or sale, useful tools that can be updated and used after completion to set goals and measure performance. In particular, large surveys are great to recognize areas of weakness that need to be addressed.
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