We have been privileged to be part of ALCP courses at OTF, one of important lessons we have got is a Customer Care. Customer care is very critical and Rwandan economy can never experience real growth if managers and businessmen do not change the way their perceive customers and how they manage them. Customers desserve more attention and care, and it's my opinion that as rwandan people we still have a lot to do in this specific area of business.
Let me share with you the following insight I have got about customer care, please do not hesitate to put your comments, as I believe Rwandan businesses need to be more revitalized in this field.
UNDERSTANDING CUSTOMER CARE
PART I
“A customer is anyone who can say no.”
Peter Drucker
Why put customer first?
For an organization to thrive, it must keep pace with its customers’ changing needs and, succeed in satisfying them. Put customer first and you will ensure that you meet and anticipate their demands and expectation and so continue with the business.
a. Meeting customer’s requirements
By adopting a customer’s first approach, you will ensure that you provide the right product and services to the right people now and into the future. If you enable your customers to drive which products and services you provide and how you provide them, you can be, certain that you are meeting their needs. This is vital for long term profitability since customers will pay only for what they want.
Encourage staff to analyze all their activities from customer’s point of view.
b. Anticipating needs
Government policies, consumer fashion, new technologies, economic conditions, and hense customers’ needs are changing all the time. As a result, it is vital that you understand your customers thoroughly, listen to them regularly, watch for developments or events that could affect them and their businesses, and then plan how to meet their new requirements. You will then avoid the risk that they will go elsewhere because you have failed to identify that their needs have changed and that competitors are offering superior products and services.
Every time you meet customers, make a point of talking about their future requirements.
c. Satisfying expectations
Today’s customers expect first class service. If they sense that you are not putting them first, they will feel disappointed. Be aware that your customers will not only assess your performances against your competitors, but they will also judge you against what you promised to deliver, and what they believe to be acceptable standards. If you anticipate missing deadline of failing to deliver exactly what was promised, inform your customer as early as possible.
Source: Succesfull Manager’s Handbook
Dr John Eaton and team,2002
PART I
“A customer is anyone who can say no.”
Peter Drucker
Why put customer first?
For an organization to thrive, it must keep pace with its customers’ changing needs and, succeed in satisfying them. Put customer first and you will ensure that you meet and anticipate their demands and expectation and so continue with the business.
a. Meeting customer’s requirements
By adopting a customer’s first approach, you will ensure that you provide the right product and services to the right people now and into the future. If you enable your customers to drive which products and services you provide and how you provide them, you can be, certain that you are meeting their needs. This is vital for long term profitability since customers will pay only for what they want.
Encourage staff to analyze all their activities from customer’s point of view.
b. Anticipating needs
Government policies, consumer fashion, new technologies, economic conditions, and hense customers’ needs are changing all the time. As a result, it is vital that you understand your customers thoroughly, listen to them regularly, watch for developments or events that could affect them and their businesses, and then plan how to meet their new requirements. You will then avoid the risk that they will go elsewhere because you have failed to identify that their needs have changed and that competitors are offering superior products and services.
Every time you meet customers, make a point of talking about their future requirements.
c. Satisfying expectations
Today’s customers expect first class service. If they sense that you are not putting them first, they will feel disappointed. Be aware that your customers will not only assess your performances against your competitors, but they will also judge you against what you promised to deliver, and what they believe to be acceptable standards. If you anticipate missing deadline of failing to deliver exactly what was promised, inform your customer as early as possible.
Source: Succesfull Manager’s Handbook
Dr John Eaton and team,2002
