EFFECTIVE CUSTOMER CARE

Effective Customer Care

Effective Customer Care

We each have our own preferences and stereotypes that govern our decision to buy or to abandon it. For some, the determining factor is the price for other guarantee of reliability, quality and good after-sales service, for the third - the time that they are willing to spend on it, etc.

Still, the main factor influencing the buyer if a purchase and forming his loyalty to a particular store or retail chain, is not just the satisfaction of its needs during the service, but also the ability to surpass expectations.

* The average unhappy customer will tell eight to 16 people about it.

* Most (91 percent) unhappy customers will never purchase service from you again.

* It costs five times more to attract a new customer than to keep a current one.

* If you make an effort to remedy customers' complaints, 82-95 percent of the customers who made them will stay with you.

Managers also have to contend with the impact that bad customer service may have on morale across the board. Imagine belonging to an organization that produces outstanding products or excellent services, only to have that reputation tarnished due to poor customer service (Susan, 1995).

Everyone in his life must at least once a seller and a lot of times the buyer. In everyday life we constantly face the problem of choice - to buy or not buy, what to buy, at what price, from whom and where.

If you come across in the course of service with rudeness, indifference, irritability, aggressiveness, lack of competence, the desire to go back and buy something where you did not like where rude, could not help or made to wait a long time does not arise.

In other words, buy the customer "to win customers and make loyal to the company, only paved a clear path to his heart and soul. And, to paraphrase the famous saying, one could argue that the way to the heart of the customer is through superior service (Susan, 1995).

It is therefore very important, who will meet the buyer - a tired and irritated by the seller, which would be like to sell, or a modern, competent sales manager who knows the product or service better than himself, and able to positively surprise the buyer, surpass all his expectations from the service.

How wrong are those who think that the deciding factor when making a purchase is Once the price.

There are many indications that in fact much more important factor when making purchasing decisions is to create an environment that is well placed to trust relationships. It is known that when a customer chooses between the two companies, "a subconscious sense of approval" has the same power of persuasion, as the council's close friend. And yet, we should not forget that feeling, which enhances the pleasure of the purchase process for customers is more important than reliability or price (Shetty, 2000).

How did win the buyer as a "buy" his commitment? That can make one vendor that can make the ...