It’s a given that the best customer care services are what keep a company’s goals moving and maintain its good image. Every client is satisfied when offered good services with care and attention. Retently, a corporate office that offers advice on customer care services noted in an article that, customer satisfaction has a huge impact on your business’ success. A low satisfaction level means your customer retention and loyalty levels will likely be low too, and it’s also a sign of bad customer service. Eddy Muhumuza, corporate and relationship officer at Business Development Fund says that customer care involves putting systems in place to maximise your customers’ satisfaction with your business. Customer care should be a prime consideration for every business. He says it should be a prime consideration for every business because your sales and profitability depend on keeping your customers happy. “Customer care is more directly important in some roles than others like receptionists, sales staff, and other employees in customer-facing roles, it should be a core element of their job description and training, and a core criterion when you’re recruiting,” Muhumuza says. Ange Uwase, a business adviser says for business that needs to succeed in any area, customer care should be their top priority. “A lot of businesses, especially here in Rwanda don’t value customer care and it is what hinders their success. It is sad to see a person going to ask for a service and end up being treated poorly, that person won’t seek those services anymore and will also tell other people to not seek them either.” She adds that satisfying customers builds loyalty and a name for the business, that’s why businesses should not neglect customer care because where there is the best service, there will always be customers. How can customer care be improved? Attracting a lot of customers is one of the prime things a business or company looks for and for that to happen, good customer care should be at the top, says Benjamin Mugabo who is studying business at University. “Customers need to be able to communicate with business managers easily, putting a convenient way for clients to contact them is showing that you care to give them services without tiring them,” according to Mugabo. According to Muhumuza, a huge range of factors can contribute to customer satisfaction. He shares a few tips on how to improve customer care: 1. How well your product or service matches customer needs 2. The value for money you offer 3. Your efficiency and reliability in fulfilling orders 4. The professionalism, friendliness, and expertise of your employees 5. How well do you keep your customers informed? 6. The after-sales service you provide He also concludes that for customers, the quality of customer service determines whether to buy and particularly whether to remain a customer. So as a business, customer care is your game changer. Retently also shares ways a business can improve their customer care and what they should look out for: Address your customers by name One of the best ways to offer a more personal customer experience is using the customer’s name when talking with them – in person, over the phone, through email, or when coming up with customer surveys. Always send personalised messages/replies When a customer signs up for your free trial or purchases your product, do you reach out with a personalised email or send a generic on boarding sequence? Automated on boarding sequences are fantastic for helping users become familiar with the product. Give clients personal, old-fashioned contact In the age of automated everything, being a little old-fashioned can have huge benefits for your business. Turn customer mistakes into unforgettable experiences Sometimes, it’s not the company that makes a mistake, but the customer. It happens, and even though it’s the client’s fault, that doesn’t mean you shouldn’t try to come up with a solution.
