|
|
 |
 |
|
 |
|
 Customer Care & Service Delivery
The consequences of having unhappy customers, even if they don't tell you, are not pleasant. The resulting costs to the company are vast. not only financially, but also in terms of reputation, publicity and staff morale.
Satisfied customers may return to you, but they could just as easily turn to your competitors. These customers will not give you free positive word-of-mouth advertising and as a result you will still have to spend your marketing budget trying to retain their business.
Your aim should be to create delighted customers. They are the customers with whom you can form partnerships. By having them as your customers your company’s reputation and credibility grows and you spend less effort and resources on marketing to counteract negative perceptions.
These delighted customers:
Choose to come back to you time and time again or would prefer you as a supplier;
Make it difficult for your competitors to lure them away;
Spend more money than a new customer;
Tell their friends and maybe even tell the media about their experiences, resulting in free positive word-of-mouth
advertising;
Talk to you about their changing requirements to enable you to launch winning new products and services;
Are more likely to forgive you should things go wrong.
|
Modern society presents companies with very demanding customers who expect excellent customer service at all times.
The challenge is to:
|
Create staff that is competent and equipped to serve customers;
Create greater levels of customer satisfaction;
Improve quality and productivity and, therefore, increase profitability and market share;
Reduce problems, defects, delays and wastage;
Create higher levels of employee participation, empowerment, motivation and pride;
Improve relationships with customers;
Create more flexibility in company processes to implement easier change and shorter response times;
Enhance the organization’s reputation.
|
All these benefits are obtainable through a comprehensive customer services training programme addressing the knowledge skills and attitude of staff dealing with customers.
For further information on or booking this training programme please contact us at info@dms-online.co.za.
|
|
 |
|
 |
|
