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Customer care
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Think of companies and organisations that give great customer service. We all have our favourites and some may disagree about one of your choices because they have had a bad experience.
We have a small delicatessen in my home town of York with 3 employees. The service is second to none. If you see something you haven’t tried before they will give you a taste. If they don’t have what you want they will get some and they are unfailingly friendly and helpful.
As companies grow it becomes harder to deliver consistently high levels of service. Again, one of my favourites is the food retailer Prêt a Manger. My personal experience with them is that they major on freshness and helpful and friendly staff and have very high standards of hygiene and cleanliness. Other companies that consistently win customer service awards are retailers Waitrose and John Lewis.
Organisations don’t go to all this effort because it is a nice thing to do. They do it because it increases sales, customer loyalty and makes more profit in the long term.
Customer care can be defined as:
The process of delivering high quality service to internal and external customers. Customer care results in high levels of customer satisfaction leading to long-term `buying’ relationships between suppliers and customers.
Frank Atkinson - Personal Name
1st Edtion
978-87-7681-759-6
NONE
Customer care
Management
English
Bookboon.com
2011
USA
1-24
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