Though there have been many campaigns promoting customer service and customer care in Rwanda, many businesses still lack in these areas. This has driven away their loyal clients and greatly hurt the enterprises.
Remember, customer care is not about offering what you believe your clients want, but asking them what they need and delivering it.
Customer care and service are an integral part of any business and should be at all time. After all, a company’s most vital asset is its customers because without them, the business cannot survive.
When you satisfy customers, they not only help you grow by continuing to do business with you, they also recommend the enterprise to friends and associates.
That’s why any business must strive to make customer satisfaction a key element of its service delivery if it wants to maintain clients and attract new ones.
How can an enterprise or organisation maintain their valuable customers and ultimately help them have a competitive edge.
Show them that you think of them
Send or fax helpful information such as newspaper clippings, relevant articles and seasonal greetings such as Christmas, birthday.
You could even send them an anniversary card of the day they became your customers.
Whatever business you are in, find the most efficient, creative and acceptable ways of letting your customers know that you are thinking of them.
Tell them what is new
This is a good way to stay in touch and increase sales or get referrals for new customers. Customers need to know about the new developments your business makes. You should have an acceptable medium of communication that can reach most of the clients.
Offer regular customer discounts
This prompts more orders, and pleases customers when they get good deals. Each customer audience may be reached by different tools of sales promotion. It is, therefore, advisable to employ the most appropriate tools to get the desired results.
It’s wise to compensate customers for lost time or money if these incidents were caused by problems with your product or service. It is better to err on the side of generosity than lose an account out of stinginess. Most customers are happy when businesses accept their mistakes and iron them out. Complaints resolved in customers favour always win customers.
Keep notes in your customer files on every little detail you know, everything from spouse and children’s names to hobbies, and especially their behavioral style. Customers always feel happy that you notice the small detail about them.
Always be honest
Nothing undermines your credibility more severely than dishonesty. Lies have a way of coming back to haunt you.
You can not build a successful business image on dishonesty. It is always important that you honour the promises that you make to your customers and even tell the truth to them even in circumstances where the truth hurts.
Accept returns unconditionally
The few francs you might lose in the short-run are less than what you gain in pleasing customers. Sometimes clients will return products because they are defective; accept them back because they give you the opportunity to show them that you are interested in solving their problems and you are not only after their money.