Customer service is the key to providing fully responsive and professional service. The elements of customer service are value addition to the organization and clients. For big Organizations, the establishment of a high quality contact Centre within, requires organizational and personnel expertise.
The customer care ability to provide exemplary contact solution to its client through team that are dedicated to our clients projects is uniquely qualified to assist the organization in responding and addressing critical issues and challenges that are our clients every day affair. Such Personnel should be able to analyze and understand the problems of our clients and respond accordingly.
For small organizations and enterprises however, customer care should be built into every service provided and every interaction that occurs. In fact it should be clear that customer service in itself is an attitude. Where this is the case, limited effort would be placed at correcting any perceived wrong. This is because, a proactive action is taken on a regular basis to ensure that customers are satisfied and they feel truly satisfied also.
Relationship Management takes a new and different importance when in business, and unlike our everyday affair, we must give more thoughts than usual. This is because here, we have responsibilities and objectives.
Aside from great expectations on the part of the organization that goes into the output of successfully managing the clients, relationship management involves a bit of a calculation, it is not to be made static, rather it is dynamic, and should be allowed to grow, and proactive too.
The seven Cs of customer care provide the basis for the understanding of what it takes to establish and run a good customer service unit or in fact enshrine it as an attitude in our everyday life and business dealings. We will discuss them one after the other in subsequent articles.