CUSTOMER
RETENTION
It means “retaining the customer” to support the
business. It is more powerful and effective than customer satisfaction.
For
Customer Retention, we need to have both “Customer satisfaction & Customer
loyalty”.
The
following steps are important for customer retention.
1. Top
management commitment to the customer satisfaction.
2. Identify
and understand the customers what they like and dislike about the organization.
3. Develop
standards of quality service and performance.
4. Recruit,
train and reward good staff.
5. Always
stay in touch with customer.
6. Work
towards continuous improvement of customer service and customer retention.
7. Reward
service accomplishments by the front-line staff.
8. Customer
Retention moves customer satisfaction to the next level by determining what is
truly important to the customers.
9. Customer
satisfaction is the connection between customer satisfaction and bottom line.
Employee
Involvement
Ø Employee involvement is one approach to improve
quality and productivity.
Ø It is a means to better meet the organization’s goals for
quality and productivity.
SERVICE
QUALITY
Customer service is the set of
activities an organization uses to win and retain customer’s satisfaction.
It can be provided before, during, or after the sale of the product or exist on
its own.
Elements
of customer service are
Organization
1.
Identify each market segment.
2.
Write down the requirements.
3.
Communicate the requirements.
4.
Organize processes.
5.
Organize physical spaces.
Customer
Care
6.
Meet the customer’s expectations.
7.
Get the customer’s point of view.
8.
Deliver what is promised.
9.
Make the customer feel valued.
10.
Respond to all complaints.
11.
Over – respond
to the customer.
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