A Report on Customer Care Improvement By Robert L Fousler

Following the article in the Standard Newspaper dated 8/07/1998 on node share Improvement by Robert L Fousler (MD) advisor s for Effective Training, I am in total organization with him concerning the points that he has put forth concerning guest Care within art organizations.Customer Care is an important point in management and should be carried out by any manager within any trading organization irrespective of what departments he is directly of indirectly in indicate of. It is important to note that a business or organization cannot efficaciously attract customersclients if it cannot deal with its cozy clients. In any business/organization, internal clients are the employees within the organization.Mr. Fousler mentions that in Kenya, many industries in the market and developing from a Sellers market into a Buyers market. This means that the only difference betwixt one Seller and some other exit be in the shade of the service rendered to them. In addition to this, the e xpectations and demands of clients have been increasing and have been chop-chop dynamic over the past five years and in gear up for you to please, and indeed, maintain a client then the services rendered to them should be adequate and ready to fulfill their needs.Most service industries, if not all in all, are all client/customer oriented and they depend on the client to redress for their services that are intangible. With this in mind, it is in their best interest to take in that the services they offer are useful to the client and that the Customer gage is extravagantlyly advanced and effectively operational. In reference to this, it is important for organizations, curiously those in the service industry, to realize that their future success is dependant on managers viewing their staff as the most important assets they have and that everything depends on how they work as a team.He goes on to mention that Customer Care skills should not only be offered to staff in service- oriented organizations just to all organizations in general. If people can serve one another and each department serving the other, then the Customer Service skills will be extended to the External customer.He also highlights the importance of Customer Care in any organization and says that it is not wise to make only certain sections in the organization since everything everyone does in the organization has an wallop on the client in one way or the other. Therefore, everyone essential be included in Customer Care oriented seminars because they wee awareness in staff of the importance of gaining such skills. After the learn has been undertaken, then the most important task is to implement it. This includes maintaining a high level of outgoing commitment and insists that this can only be through with(p) by each department having Ownership of the process, so that Customer Care is supported by committed individuals and teams rather than just by management.He says that one way of promoting the gentility is to have an incentive to bolster the training that has been carried out. An example would be to give gifts or rewards to those who improve the most in the service they give to both internal and external customers.Under Evaluation, he says that it is not easy to quantify but one good tone-beginning would be to do a Before and After survey of the complaints stock from External customers.