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Creating a Culture of Customer Care

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Added on  2022-01-13

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"Customer service isa series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation." Its importance varies by product, industry and customer. "Customer service isa series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation." Its importance varies by product, industry and customer. Customer service is normally an integral part of a company's customer value

Creating a Culture of Customer Care

   Added on 2022-01-13

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Creating a Culture of Customer Care
Ama De Silva
Session 2
Creating a Culture of Customer Care_1
Recap
•Who is a customer?
A customer is someone who makes use of the paid products of an individual or
organization. This is typically through purchasing or renting goods or services.
•What is a culture of customer care?
Organisations have different ways of treating customers. Even organisations in the
same industry might have significant differences customer experiences. Internal
customers plays a major role in shaping this culture.
•Importance of customer care culture
Customers are your only source of revenue
Customers act as an external sales force
Potential clients prefer to listen to existing client experiences
It is 6 times more expensive to find new customers than to serve existing ones
Satisfied customers will repeat purchase
Creating a Culture of Customer Care_2
Recap cont.
•What is customer satisfaction?
It is the point where customer expectations meet customer experience.
Internal staff should be trained to meet those expectations. Creating customer service
culture means building an environment where the organization always strides to
satisfy customer expectations.
Creating a Culture of Customer Care_3
What is customer service?
Customer service also known as Client Serviceis the provision of
service to customers before, during and after a purchase.
According to Turban et al.
“Customer service isa series of activities designed to enhance
the level of customer satisfaction that is, the feeling that a
product or service has met the customer expectation.”
Its importance varies by product, industry and customer. As an
example, an expert customer might require less pre-purchase
service (i.e., advice) than a novice. In many cases, customer
service is more important if the purchase relates to a “service”
as opposed to a “product".
Creating a Culture of Customer Care_4

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