At the center of any business is always a customer, regardless of the service or product we offer. Even though we do market studies, customer studies, even though we create a customer profile, we always face the customer factor, demand, different expectations, problems.
Companies that invest in structures and procedures with the purpose to further develop the business, focus on an integrated customer care approach.
It is not enough to generate new customers, but to be successful we need to maintain current customers. Current customers directly affect the image of the company as well as sales.
Customer care involves setting up systems/policies to maximize customer satisfaction in your business. There are many elements that every business should consider when creating or managing a customer care strategy. Some of the elements can be found below:
Create a vision for your customer service
Studies have published results that 61% of customers have "left companies due to poor service". Having in focus a philosophy for the direct provision of professional service to customers is the key to a consistency in business as well. The most important part of this philosophy is to create the vision of your company, part of which is customer service. The vision you will follow should understand the needs of the client, promote the core values of the company.
In order for the business vision to be properly conveyed, make sure all the staff and customers are clear in their expectations for the service or product.
Turn your vision into a concrete customer service mission.
Once you have a clear vision of your customer service philosophy, you will need to turn that vision into a concrete and appropriate mission for anyone involved in your company, from the employee to the customer.
Define the guiding principles of your work in relation to the vision you have defined.
In addition to clearly and realistically defining the mission, your vision needs to be further applied into the principles of your day-to-day work, where you focus. These principles are precisely what will help in the realization of a good work practice on the part of your staff, conveying a professional approach to customer service.
Clearly identify who your client is and get to know them.
Define clearly who your client is and get to know them well.
Existing customers are among the most important assets of your business because they have chosen you over your competitors. To ensure business success and further growth, you need to make sure you maintain your customers, but for that you need to know them well. Some of the steps to getting to know your customers are:
- Collect information about your client
- Manage your customer’s information
- Measure the level of service provided to the customer
Ongoing staff training
Employees are those who face the client every time, transmit values, solve problems, etc. Staff should be continuously trained with the best techniques for customer care, increasing customer satisfaction, problem solving.
Your employees should reflect:
- Good communication skills.
- To know well the service or product you offer.
- Use clear and pure language.
- Interact with the client.
- Manage time well.
- Have the ability to read the client.
- Be empathetic and have the ability to learn new things.
- To adapt to different situations.
Customer education and reward scheme.
Customers choose you based on your values, innovation, quality of service or product. Often a business can bring to market services or products which can be considered innovations and educating the client with a new approach is needed.
Meanwhile, loyalty should be rewarded and a good form of motivation to keep your customers loyal are bonus schemes, loyalty programs, etc.
Customer care is a broad field which always has room for change and improvement, but in any case, the attitude that customer care is vital for the company, is unchangeable. The above elements, if combined professionally, will help you in a sustainable growth of your business.
Creating a culture and empathy for the client is an important management task which must be conveyed professionally at the operational level of the company, to be a distinctive feature of the business.