– by Professor Ziska Fields
Importance for business:
Business was all about closing the sale in the past and it did not matter how this was done. Today, companies can no longer just focus on the sale because customers are smarter and demand more. They expect to be treated as individuals, who want and expect more from their experience with the company, and they demand the best possible customer service and customer care. Customer service and customer care are therefore the most important part of any business, because nothing matters if you offer poor customer service/care. Customers will only stay loyal to a company if they have very good reasons to. Everyone in a company, therefore, has to work even harder to attract and retain customers while building their trust in the company and its brand. Only the best customer service and customer care can increase trust and customer loyalty. If customers know that they can voice complaints and those issues will be handled properly, they will feel more comfortable doing business with the company and this can turn negative experiences into positive results.
Relevance:
Every company needs to ensure that every staff member and every manager focus on customer service and care every day. UEL can help you and your team to improve customer service and customer care to reap greater rewards as a company and attract and retain more loyal customers.
For more information on customer care and how we can customise a course for your organisation, please contact us on +2731-260 1234 or email any of our colleagues:
Yashna Sookoo (sookooy@ukzn.ac.za)
Sindi Ndlovu (Ndlovus1@ukzn.ac.za)