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of course, customers are the source of income of the business... without them, what will happen to the business? so it is very important to give the best of your ability in pleasing the customer.. well, you cannot please everyone, atleast you did your job to serve them.
Customer focus service is a series of activities designed to deliver customer satisfaction. The process of providing customer satisfaction is based on an understanding of what customers want and need.
Effective businesses aim to anticipate and meet or exceed these needs. A high quality customer experience needs to apply from initial contact through to after-sales care, whether the customer generates a one-off transaction or regular repeat business.
Customer service, especially in the shape of a call-centre - is to customers one of the most visible and significant aspects of organizational performance.
To many organizations however customer service is one of the most challenging and neglected areas of management, including those with modern call-centres.
For customers the quality of customer service determines whether to buy, and particularly whether to remain a customer.
Think for a moment how you yourself behave as a customer. You can perhaps think of an occasion when poor customer service or an unhappy exchange with a call-centre has driven you to leave a supplier, even if the quality and value of the product or service itself is broadly satisfactory.
The significance of customer service eludes many senior executives, let alone the methods of establishing and managing customer service standards and quality. Our own experiences as customers demonstrate all the time that many large organizations fail particularly to empower customer-facing and call-centre staff, and also fail to design policies and systems to empower customer-facing staff and enable effective customer service. Often these are defensive strategies because staff are not trusted, and because competition is feared, or because simply the policy-makers and systems-designers are too far removed from customers and their customer service expectations.
Here are the top six reasons why customer focused service is so important
It’s a leading indicator of consumer repurchase intentions and loyalty.
It’s a point of differentiation.
It reduces customer churn.
It increases customer lifetime value.
It reduces negative word of mouth
It’s cheaper to retain customers than acquire new ones
I think customer focused service is important in any manager’s plan is because we currently have a market that is so competitive that the key for a businesses to succeed and stay a success is through attractive marketing strategies and customer retention. With that said, it is the manager’s key responsibility to communicate directives, policies, changes, etc., from people higher up in the business hierarchy and "translate" it to the employees who constantly engage and interact with customers.
Customer focused business has life in it. Span of that life depends upon the degree of focus consistently.
In simple terms, if any organization/concern wants its customer to come back to it for fulfilment of his next requirement, customer focused service in order to obtain customer satisfaction is the key.
Customer service is a series of activities designed to deliver customer satisfaction. The process of providing customer satisfaction is based on an understanding of what customer focused service want and need.
Effective businesses aim to anticipate and meet or exceed these needs. It also requires effective communication. A high quality customer experience needs to apply from initial contact through to after-sales care, whether the customer generates a one-off transaction or regular repeat business.
Factors affecting customer satisfaction
There are many different aspects which underpin customer satisfaction in a business. These include:
The various elements of providing a satisfactory customer experience should relate to customer needs. Relevant factors for TNT customer focused service involve:
Source: http://businesscasestudies.co.uk/
thanks invite. ........ l support answer mahamad negm
Customer focused service is very critical yet you need to take care of Gold Plating.
Gold-Plating in Project Management is the act of giving the customer more than what he originally asked for.
Consequently, there are many potential (mostly negative) consequences of it as Increasing the cost of the project,Scope Inflation,Increasing risks,Raising the expectations of the over-satisfied customer and Customer backlash.
Regards,
Hussein
Because customer is the blood which has the power to boost your business the moment you provide some in digestive or unacceptable material it becomes poison for your business.