In most of the organisations, there is now a customer care department. It is a good news that all have begun to recognise the importance of customer service. But bad news is that many do not yet implemented the true customer care.
For many employees working in these organisation, customer care is mostly handling complaints or following a rigid set of processes. The customer care element is lost the moment a seperate department is created for caring the customer, other departments may feel that customer care is not their responsibility. Instead customer care must be a enterprise wide policy.
What I feel every organisation must simply do is.......
- ....... before beginning action always find out what the customer wants
- ...... always respond to the customer cordially irrespective of the customer issue
- ....... as quickly as possible provide answers to the querries and problems (not to complaints alone)
- ....... make it easy for the customer to do business with
- ....... give personalised service wherever possible
- ....... be honest, responsible and reliable with the customer
- ....... put an effort to deliver more than what is promised
Making a commitment to customer service is a company wide initiative. It begins with the top leadership. Top level executives must not only verbalise the customer care policies but lso must build systems and resources to carry out customer care.
In the long run the company that keeps the customer satisfied has the greatest chance of survival.
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