CUSTOMER CARE
By Dr. Leonardo Delizo, PhD., MSBA, SLH – JHS
CEO & President
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What is customer care?
Customer care involves putting systems in place to maximise your customers' satisfaction with your business. It should be a prime consideration for every business - your sales and profitability depends on keeping your customers happy.
Customer care is more directly important in some roles 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 training, and a core criterion when you're recruiting.
But don't neglect the importance of customer care in other areas of your business. For instance, your warehousing and dispatch departments may have minimal contact with your customers - but their performance when fulfilling orders has a major impact on customers' satisfaction with your business.
A huge range of factors can contribute to customer satisfaction, but your customers - both consumers and other businesses - are likely to take into account:
- how well your product or service matches customer needs
- the value for money you offer
- your efficiency and reliability in fulfilling orders
- the professionalism, friendliness and expertise of your employees
- how well you keep your customers informed
- the after-sales service you provide
Training courses may be useful for ensuring the highest possible levels of customer care.
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