INTRODUCTIONS It is obvious that in order to have a successful business it is important to keep the customers satisfied. Using basic rules of conduct will ensure good customer relations, but there are more to customer relations than just being courteous and respectful. What happens when you follow all the rules of good conduct but you are still having problems with customer communications? This paper addresses what is necessary to make sure clients and customers keep coming back to do business.
BASIC RULES OF CONDUCT The five basic rules of conduct for successful customer relations are fairly well known common sense rules. Knowing your customer, treating them with respect and communicating with them effectively are all important issues. …show more content…
Those who are met with service that goes above and beyond the norm are going to, through word of mouth, send more customers your way. This is especially true in the customer care that is available through the front office or reception area of your business. When the customer deals with the reception area, lobby area, or whoever it is that the customer first comes in contact with, this is the representation of the entire company, and sets the tone for the rest of the customer experience. It is most important that the front office experience be a pleasurable and helpful one from the customer 's point of view. In most cases, using the hospitality industry as an example, when staying at a hotel or motel, it will be the front desk that the customer will call when a problem or need arises. How this is handled could very well determine whether the customer chooses to maintain a relationship with this particular hotel or not. The front office is of necessity one of the most important in the hospitality industry. ELEMENTS OF CUSTOMER CARE The basic tenet for any customer care program is that "- the customer defines product attributes" (Ashley & Bach, et al, 74, 1995). According to an in-depth research study done at the University of Central Florida, the top things that any customer care program should provide (in order of most important) are the …show more content…
For the transient business customer this usually proved sufficient. This is no longer the case. In today 's world, the importance lies in every single nuance of customer care, from the first greeting when the customer arrives, to the color of the decor, to the procedure used in making a purchase or receiving service. All of these, in the competitive world of the business industry, add up to more customer satisfaction and the all-important loyal customer. Even the smallest of niceties is not overlooked by the customer when it comes to the huge array of similar businesses to choose from. (Brenner
BASIC RULES OF CONDUCT The five basic rules of conduct for successful customer relations are fairly well known common sense rules. Knowing your customer, treating them with respect and communicating with them effectively are all important issues. …show more content…
Those who are met with service that goes above and beyond the norm are going to, through word of mouth, send more customers your way. This is especially true in the customer care that is available through the front office or reception area of your business. When the customer deals with the reception area, lobby area, or whoever it is that the customer first comes in contact with, this is the representation of the entire company, and sets the tone for the rest of the customer experience. It is most important that the front office experience be a pleasurable and helpful one from the customer 's point of view. In most cases, using the hospitality industry as an example, when staying at a hotel or motel, it will be the front desk that the customer will call when a problem or need arises. How this is handled could very well determine whether the customer chooses to maintain a relationship with this particular hotel or not. The front office is of necessity one of the most important in the hospitality industry. ELEMENTS OF CUSTOMER CARE The basic tenet for any customer care program is that "- the customer defines product attributes" (Ashley & Bach, et al, 74, 1995). According to an in-depth research study done at the University of Central Florida, the top things that any customer care program should provide (in order of most important) are the …show more content…
For the transient business customer this usually proved sufficient. This is no longer the case. In today 's world, the importance lies in every single nuance of customer care, from the first greeting when the customer arrives, to the color of the decor, to the procedure used in making a purchase or receiving service. All of these, in the competitive world of the business industry, add up to more customer satisfaction and the all-important loyal customer. Even the smallest of niceties is not overlooked by the customer when it comes to the huge array of similar businesses to choose from. (Brenner