Setting up a customer care programme - checklist

Setting up a customer care programme - checklist

From demonstrating that you understand your customers to handling complaints promptly and effectively, learn how to set up a customer care programme.

  • Learn as much as possible about what your customers want - encourage them to provide feedback (both positive and negative) and make it easy for them to do so. Respond to negative feedback swiftly.
  • Demonstrate that you understand your customers - for example, by keeping records of their purchases on your CRM system and only offering them products or offers that meet their needs.
  • Design systems which suit your customers, such as easy online ordering and fast delivery. Give them options such as next day delivery - there will be an extra cost, but they may be happy to pay it.
  • Set clear service standards and train employees to meet them.
  • Keep your promises and exceed expectations - provide advance warning of any problems or changes.
  • Ensure all employees understand their role in satisfying customers - consider offering incentives for good customer care performance.
  • Regularly contact customers - personalise emails and letters, provide information that is useful to them and express your appreciation for their business.
  • Make it easy for customers to contact you by providing a named contact or account manager - answer phone calls and reply to emails promptly.
  • Delegate authority to customer-facing employees to allow them to make decisions and resolve problems.
  • Handle complaints promptly and effectively.
  • Keep records of all customer contact and use this information to improve your understanding of individual customers and their requirements.
  • Ensure that all customer-facing employees have easy access to customer and product information.
  • Analyse the profitability of different customers or market segments - provide superior care to your most profitable customers.
  • Consider offering valued customers extras - for example, first choice on special offers, loyalty bonuses, coupons and discount offers, a service helpline or an invite to special customer events and product launches.

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