i perform Articles & News

Developing Customer Loyalty

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Every business person knows the value of customer loyalty. We have all heard the mantra that the customer is always right, but while this may be true it doesn’t mean you know all there is to know about them. Doing all you can to win the business of your customers isn’t the only thing you need to be doing to ensure they are loyal to you both now and in the future.

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Meeting Customers’ Needs

Philip Wexler said “If the goal of every business is to make money, then the function of every business – and of every person in every business – is the acquisition and maintenance of customers”. Therefore we can conclude that every company is successful in business depending on how well it serves its customers, and as such those customers should always be at the forefront of everything the business does. Unfortunately it can sometimes be the case that everyone assumes it’s everyone else’s responsibility to attend to the needs of the customer. The managers assume it’s the job of the front line employees, and the employees assume it’s the job of the managers who come up with the policies and ways of working in the first place.

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Good Customer Service

Good customer service is the backbone of any business. It permeates through every level of the organisation – from the dedicated customer service team, right through to the managers who deal with customer queries, albeit perhaps indirectly.

The term customer service relates to everything a company does to benefit the people they serve. Because the first port of call we make when something goes wrong is usually to the Customer Services department, we often assume that customer service is the process that exists merely to correct mistakes.

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Telephone Etiquette

Effective communication is a vital part of the success or failure of any business, and while email is a popular way of keeping in touch, the trusty telephone still has an important role to play.

Unfortunately, unlike email, you cannot edit your comments or erase something inappropriate in favour of something better. Telephone calls are live, and there is no going back once you have said your piece.

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Customer Care

How do you take care of your customers? More to the point, how would you define that term?

Do you see it as taking care of things when they go wrong, to make sure that everything turns out right in the end? Or do you see it as the need to constantly perform actions – both large and small – on a daily basis, to ensure that the minimum of errors occur in the first place?

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