Customer Care

1. Benefits of Good Customer Services

Successful businesses tend to provide a high level of customer service which results
in high customer satisfaction.

The potential benefits to the firm from providing a consistently high level of customer
service include:

Increased sales – more likely to try out other products/services too

Customer loyalty –more likely to be a source of repeat business and to recommend

the business to friends and family

Enhanced public image – helps build a brand and provides protection if there is a
slip-up in customer service

More effective workforce – satisfied customers help create a positive working

environment

It should be evident from the points made above that the benefits of good customer
service are interrelated, i.e.

Satisfied customers will lead to more sales from their own repeat business and from
the new customers generated by their recommendations

A positive public image will generate more sales by attracting new customers

Staff who deliver good customer service receive their customers' appreciation and
are further motivated to offer good customer service and so on

2. Benefits of Good Customer Services

1.Successful Business Strategies

To encourage consumers for feedback and comments is a basic part of  good
customer service. You might follow consumers’ feedback for analyzing the
weaknesses and strengths is probably the effective way to understand the insight of
consumers and make successful business strategies.

Quality service can boost your business growth. Moreover, Quality services can help
you enlarge your customer base but awesome customer service is the key to retain
your customers and stand out of the crowd.

2.Good Public Publicity

Yeah, Good publicity from customers come from quality customer services. When a
customer receives awesome customer services, they will tell their families and
friends which leads to good public publicity and word of mouth. This are both create
more exposure for your business and increases your popularity around products,
visibility,  your services.

3.Better Morale
To Create a work environment where customer service is vital might lead to
improved employee morale. Employees who are eager to help can put irate improve
their shopping experience and customers ease. This might lead to a more
pleasurable environment, then make staff feel nice about what they do.

4.Higher Profits
Happy customers always lead to higher profits. But there are many business owners
that aren’t aware that this is one of the best benefits they can receive when providing
excellent customer services. Higher profits mean more money to re-invest on your
business.

5.Consumer Satisfaction
If your customers are happy, your business partners  and investors will be happy as
well, and this finally leads to higher profits. In addition, You can win the trust of
investors and make the most of every viable business opportunity with a strong
customer base.

6.Increased Responsibility
You will discover that over time, your staff will begin to take on additional
responsibilities in order to make this process work effectively. Moreover, You will find
that many of your staff will try to meet/exceed expectations of the company as a
result of the popularity your company will experience by setting the bar high .

7.Employee Motivation
Customer satisfaction directly influences the working environment of business
organizations. Staff can work in a nice corporate atmosphere with decreased
pressure of meeting financial stability and aim, so you might encourage them to work
to their maximum capacity

At first, Although it might seem hard for employees to grasp how the process works,
but after providing good customer service regardless of the industry you are in, this
will eventually build staff motivation and pride. Moreover, the staff will begin to
discover, through others, how well people like the customer service which is being
provided by their company. Yeah, This will instil a sense of extreme motivation and
pride to continue in this process.

8.Satisfied Shareholders

When customers are happy, your shareholders will be happy as well. When
customers are happy, this typically leads to more business.
Satisfactory response from consumers means increased sales, which ultimately
leads to increased satisfaction of shareholders. And more business means more
profits, and more profits which translate happy shareholders and higher returns on
investments for your business. They tend to invest more in your organization, which
can dramatically improve the profits of your business.

9.Saving Money
An efficient workplace has always allowed the business owner to save money. When
providing good customer services over time, you will discover ways to streamline this
process which will allow you to save on training new staff, developing different
systems, taking care of problems that are a direct result of bad customer service.

10.Reduced Risk of Business Failures

Understating the expectations and mindset of consumers can considerably reduce
the risk of business failures and losses.

11.Increased Efficiency
The above mentioned benefits lead to overall increased productivity of the
organization.

Now that you are familiar with all the ways through which good customer service can
benefit your business,  innovative strategies,  implement creative to value your
customers.

3. Diversity of Customer

Valuing External Customers

Without external customers, your company would have no revenue and no reason
for being in business. You design products and services with the goal of pleasing
these customers and meeting their needs. You solicit their opinions via formal
surveys and informal conversations, and you may even adopt the customer service
adage, "The customer is always right." When your external customers have negative
experiences with your business, they may spread unflattering comments via online
forums and in person by word of mouth. When they have positive experiences with
your staff and your products, they'll give you repeat business.
Valuing Internal Customers
The workplace experience your business gives your workers should be satisfying as
well -- or else they'll have no reason to work for you, other than the fact that you sign
their paychecks. When your business meets employee needs, the employees come
to work with positive attitudes and the intention of doing a good job. If you treat your
employees badly, your workplace environment will become toxic. Your employees
will perform as well as necessary to keep their jobs, but they're unlikely to go the
extra mile to do creative work and come through for you in a crisis.
Internal Customers and the External Customer Experience
Your employees are the face of your company -- the liaisons your customers interact
with when they research products and make purchases. Satisfied employees
represent your company with integrity and enthusiasm. Their internal customer
experience translates to a positive attitude toward external customers. Customers
who see a friendly and engaged staff are more likely to support your business than
customers who hear your employees complaining behind your back. Workers who
care do better work than employees who only want to collect their paychecks and
leave. They manufacture products of higher quality and put extra effort into problem
solving, thereby improving the experience of your external customers.

4. Expectation of External Customer

Customers. One day, they’re totally satisfied with your product line and customer
service. The next? They’re ditching you for someone new. Their expectations
change, seemingly every day! Unless your goal is to kill customer experience, you
need to keep up with these changing — or, more precisely, rising — expectations.
So what do customers expect? Here are just a few examples of customer
expectations — at least, for now.
ADVERTISING
 Speed: Most customers don’t want to take a ton of time deciding what to buy.
They check with their friends and followers on social media and maybe do
research on a few review websites to make their decision. And once their
decision is made, they want to be able to pull the trigger . . . quickly. Don’t
introduce any impediments in your buying experience!
 Authenticity: Customers want no games, no gimmicks, and no fine print.
They want straight talk — no bait and switch. That means all your touchpoints
(website, stores, and so on) need to be using the same real-time information.
Oh — and don’t configure your default settings to cheat the consumer. And
don’t lie to them, because they’ll find out.
 Care: If customers merely want a transaction, they’ll buy online. For anything
else, they probably prefer to be treated like human beings. Like you,
consumers have feelings, emotions, and dreams. Don’t turn them into a
persona or a segment. Don’t target or quantify them.
 Knowledge: If someone’s been a customer of yours for years, you should
know that. You should know what she’s bought from you and remember it
when she calls in with a question or for service. Her loyalty to you is worth at
least some acknowledgement. Do your customers matter to you? If so, know
them and show them.
 Availability: Customers will contact you — whether via text, phone, mail,
email, tweet, Facebook message, or in person — when it’s convenient
for them, not for you. They don’t care about your operating hours. They
expect you to be always on and listening. Don’t expect to limit your hours of
availability from 9 a.m. to 4 p.m. when your customers work from 8 a.m. to 5
p.m.!
  Ease of use: People don’t like to follow directions. If you want customers to
do something, make the process so easy, so obvious, so intuitively clear that
they will be able to follow the path you’ve laid out as easily as water finds the
valley floor. Don’t expect consumers to think!
 Immediacy: Customers want it now, unless they want it later, in which case
they want it at a specific time, in a specific location, with a call to verify exactly
when so they don’t forget.
 Reception: Shhhh. Stop talking. Be quiet and listen. Then do something with
what your customers tell you. If you must ask questions, listen to their
response. And don’t ask too many questions all at once. Customers don’t like
being interrogated. Finally, be clear about what you’re going to do with the
information you collect. Your customers’ default position is that you’ll misuse
their information. Convince them otherwise.
 One-stop shopping: Don’t shuffle customers around from department to
department. They don’t care about your organizational structure, your politics,
or who has the real clout in the company. They care about getting their
questions answered and their concerns addressed — preferably by the first
person they talk to, not the fifth.
 Good design: Customers appreciate beautiful design, even if they never say
so. Nobody wants to buy something that doesn’t work well.
 Problem solving: If something does go wrong, customers need it fixed, fixed
properly, and fixed now.

5. Needs of the Internal customer

So what are the needs of the internal customers and how do we take care of them?
Here are some pointers to satisfy internal customers and retain them as a valuable
asset.

 Maintain a healthy work culture – Friendliness and Co-operation is very

important to maintain the chain of internal customers and hence the work
culture in the organization should be such that this chain is maintained.
 Show Respect – An outside vendor should be treated with the same respect as
an employee of an organization. Remember, they are both your internal
customers.
 Motivate them – By providing regular perks and benefits, Internal customers
can be motivated and better results can be obtained as compared to a
disgruntled internal customer.
 Be proactive – Prepare policies which help the internal customers in times of
needs. Go out of your way to satisfy and help them. Always try and exceed
expectations.
 Importance of training – There are several organizations which focus on
training as a measure to strengthen the internal customer chain such that work
is carried out smoothly without hassle. These trainings emphasize on job roles
 and job profiles as well as responsibilities thereby clearing the objectives and
expectations from internal customers.

Following these steps makes sure that the internal customer is happy with the
company and therefore will be retained by the company. A strong internal customer
link makes for very strong customer satisfaction. Ever heard of great companies to
work such as Google and Adobe? They follow these methods to the core.

Strategies to handle customer complaint

Here are five strategies that will help you handle a customer complaint in a smooth
and professional manner:
1. Stay calm. When a customer presents you with a complaint, keep in mind that the
issue is not personal; he or she is not attacking you directly but rather the situation at
hand. “Winning” the confrontation accomplishes nothing. A person who remains in
control of his or her emotions deals from a position of strength. While it is perfectly
natural to get defensive when attacked, choose to be the “professional” and keep
your cool.
2. Listen well. Let the irate customer blow off steam. Respond with phrases such as,
“Hmm,” “I see,” and “Tell me more.” Do not interrupt. As the customer vents and
sees you are not reacting, he or she will begin to calm down. The customer needs to
get into a calm frame of mind before he or she can hear your solution—or anything
you say, for that matter.
3. Acknowledge the problem. Let the customer know you hear what he or she is
saying. If you or your company made a mistake, admit it. If you did not make a
mistake and it is a misunderstanding, simply explain it to the customer: “I can see
how that would be incredibly frustrating for you.” You are not necessarily agreeing
with what the customer is saying, but respecting how he or she perceives and feels
about the situation. An excellent phrase for opening up this particular conversation
would be, “So, if I understand you correctly…” After the customer responds, follow
up with, “So, if I understand you correctly, we were to resolve the problem by noon
today. I can see how that must be frustrating for you.” Then be quiet. Usually, the
customer will respond with “That’s right” or “Exactly.” By repeating to the customer
what you think you heard, you lower his or her defenses, and win the right to be
heard.
4. Get the facts. After listening, take the initiative in the conversation. Now that the
customer has calmed down and feels you have heard his or her side, begin asking
questions. Be careful not to speak scripted replies, but use this as an opportunity to
start a genuine conversation, building a trusting relationship with your customer. To
help you understand the situation, get as many details as possible.
5. Offer a solution. This happens only after you have sufficient details. One thing to
keep in mind: Know what you can and cannot do within your company’s guidelines.
Making a promise you cannot commit to will only set you back. Remember, when
offering a solution, be courteous and respectful. Let the customer know you are
willing to take ownership of the issue, even if it was out of your control. Take charge
of the situation and let the customer know what you are going to do to solve the
problem.
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