With the start of the New Year I begin this section highlighting customer service and will endeavour to serve and reflect on the customers and their after sale service.

For over 4 years I worked as head of the customer care department of an international company and would like to share with you some reflections of my work experience.
There are authors who talk about post-sales as the 5th P ie; as a marketing mix and the tool to have the Companies achieve their sales targets. Unfortunately not all companies give this due importance.

Start by explaining what your Company means by customer service. Customer service is any action that the Customer requests either before or after ordering.

The sales targets of any Company will not be met if customers do not feel at the very least that the sales promises of the Company are not being met. A straight forward honest working relationship between any Company and their customers is essential for future sales.

First. It reduces any uncertainty that may exist between the Company and customer.

Second. Customer loyalty is essential for any Company to carry on trading.

Third. Thereby allowing Companies to improve their customer after sales and also an opportunity for the management to improve Company techniques.

Fourth. It allows Management and company workers to work together and provides an opportunity to improve product quality. It also gives a Company the possibility to detect any flaws in any of their products or manufacture.

Fifth. It allows the customer to know the views of the Company or product. To survive in this modern world manufacturers have to listen to their customers.

Sixth, It allows the Company to listen to the ideas of the customer on any new products
that  possibly can be converted into future sales.

In this section I wanted to introduce a series of ideas on customer care, reflecting on the importance of these for the Companies. I hope that I have been of some help.

In the next section I will be giving you my ideas about what Companies have to do to maintain a good Company/customer relationship.

I hope that you all had a Happy Christmas and I wish you a very happy and prosperous New Year in 2012.

I’ll see you all in a fortnight.

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