Customer Care Essay for Alpha Computer Services
Customer Care
In todays competitive environment, the issue of customer relations has become ever more important. With such wide choices available to the customer, the slightest dissatisfaction can easily result in customer taking their business else where. There are many methods available for an organisation to establish and maintain positive relationships with customer to help them retain their business.
Communication is one of the most important methods as it covers many aspects of customer interaction. Having good communications with customers greatly improves relations with them.This bond is created when customers know that the organisation is: Competent Confident Concerned about them Communicates with them Courteous to them
Three basic communication skills make up the foundation of customer care: Maintain or improve customers self esteem listen and show you understand Ask for ideas and other suggestions
Body Language
Body Language is one of the best communicators for firms if it can be interpreted correctly. It is a constant form of communication emitted by the customer but it is not always right. Some examples of body language are that if the customer is tapping their fingers they would seem bored or impatient or, if the customers arms are crossed it looks like they are defensive and unwilling to listen. However, these interpretations can be wrong as the customer could have had their arms crossed because they were feeling cold. Staff must also be aware that people from different countries and cultures use different body languages, so staff should be careful not to generalise people. Body language will also be interpreted by customers so staff should be conscious of their stature at all times. They should look approachable and relaxed, ready to help the customer with their every need. Through training staff can learn to interpret body language better to allow them to give an imporved service. Role play between staff
In todays competitive environment, the issue of customer relations has become ever more important. With such wide choices available to the customer, the slightest dissatisfaction can easily result in customer taking their business else where. There are many methods available for an organisation to establish and maintain positive relationships with customer to help them retain their business.
Communication is one of the most important methods as it covers many aspects of customer interaction. Having good communications with customers greatly improves relations with them.This bond is created when customers know that the organisation is: Competent Confident Concerned about them Communicates with them Courteous to them
Three basic communication skills make up the foundation of customer care: Maintain or improve customers self esteem listen and show you understand Ask for ideas and other suggestions
Body Language
Body Language is one of the best communicators for firms if it can be interpreted correctly. It is a constant form of communication emitted by the customer but it is not always right. Some examples of body language are that if the customer is tapping their fingers they would seem bored or impatient or, if the customers arms are crossed it looks like they are defensive and unwilling to listen. However, these interpretations can be wrong as the customer could have had their arms crossed because they were feeling cold. Staff must also be aware that people from different countries and cultures use different body languages, so staff should be careful not to generalise people. Body language will also be interpreted by customers so staff should be conscious of their stature at all times. They should look approachable and relaxed, ready to help the customer with their every need. Through training staff can learn to interpret body language better to allow them to give an imporved service. Role play between staff