A Breakdown on Customer Care

By Jonathan Farrington

Know the Importance of Consistency
Customer care has become one of the most important issues facing businesses in every market. Customer care programmes come under a number of titles -- customer services, customer satisfaction, customer focus, customer orientated, etc.

Their common theme is meeting the customer's requirements and ensuring that all aspects of the business contribute to customer satisfaction. The intention is to build repeat business: if customers are satisfied with the product and the standards of service they receive, they will return again and again.

Inconsistent customer care performance can have a negative effect on customer perceptions. Petrol companies, for example, know that every time a customer walks into one of their outlets, wherever they are in the country, they should expect to receive the same standards of service. Nation-wide consistency is essential when customers are likely to visit multiple outlets -- one poor performance can threaten the customer's perception of the entire operation.

© 2008 Jonathan Farrington
JHS-042-027119

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