Manage your customer care

Introduction

Customer care is a crucial element of business success. Every time you have contact with your customers you have an opportunity to improve your reputation with them and increase the likelihood of further sales.

From your telephone manner to the efficiency of your order-fulfilment systems, almost every aspect of your business affects the way your customers view your business. There are also specific programmes you can put in place to increase your levels of customer care.

This guide outlines what customer care involves. It explains how you can use customer contact, feedback and loyalty schemes to retain existing customers, increase your sales to them and even win new customers. It also covers how to prepare for receiving a customer complaint.

Subjects covered in this guide

• Introduction
• What is customer care?
• Understand your customers
• Measure your customer service levels
• Customer feedback and contact programmes
• Customer loyalty schemes
• Use customer care to increase sales
• How to deal with customer complaints
• Here's how I set up and used a customer-feedback programme

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