How to be Better at Customer Care

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How can you keep your customers? How can you make your customers your best ambassadors? The simple answer is through customer satisfaction.. Customer make a successful company and in this practical guide Timothy Foster helps you hone in on dozens of ways to develop and keep customer satisfaction through better customer care. He suggests how to avoid or repair mistakes, as well as giving advice on improving your: Customer service Quality Customer relations Business processes Communications Employee relations Image Backed up by relevant case studies, strategies and action steps, this is a must read for businesses wanting to attract new customers or wanting repeat business.

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Timothy R V Foster is an independent consultant in advertising, marketing, sales, PR, communications and training in the UK, Canada and the United States. He is also the author of numerous books, magazine articles and video programmes. Table of Contents Why customer care is important The Marketing Council Institute of Customer Service How to be better at customer service Be easy to find Don’t be closed when you should be open Answer the telephone fast handle queues/seating conveniently Don’t keep people waiting. Explain delays Allow customers to do it their way Know your product Never be out of stock Fill the order right Stay alert after you’ve clinched the deal Make it easy to pay Don’t overcharge for silly little extras Deliver on time Offer a guarantee that means something Be fast with refunds Give a reward for dealing with you How to be better at delivering quality Produce a good product make sure it works first time Always exceed expectations Constantly seek improvement Don’t tell yourself there’s nothing you can do about it Remember fundamentals, avoid easy fixes Don’t use frills to disguise deficiencies Make sure that there are no excuses Respect your own products Worry if your employees won’t buy your product How to be better at customer relations Respond to advertising enquiries, quickly Listen to your customers Be helpful Make it easy to complain Respond to complaints Analyse complaints Respect existing customers Make customers your best ambassadors Don’t assume niceness is enough Encourage customer loyalty Allow customers to feel cared for Don’t take your relationships for granted Be relevant to your customer When you lose a customer, find out why How to improve your business processes Be strategic Step outside the box Make your objectives easy to achieve How to be better at communications Be accessible Make the smallest fragment of service count Keep your promises Don’t run misleading advertising Always think about PR How to be better at employee relations Treat the employees like adults Respect minorities Celebrate and reward excellence Get your incentives right. Reward the right thing How to improve your image Act courteously when in corporate livery Behave like grown-ups Be environmentally responsible Be socially responsible Don’t offend special interest groups Keep the law Never be complacent Looking into the future.