Creating a culture of Customer Care Essay

1. Good guest keeping is critical for the success of the centre as the callinges success revolves around the guests, without the customers there would be no wrinkle enterprise. The benefits for the business of good customer c ar are * It gains a positive reputation (which means that race depart blossom through word of mouth that they captured sensitive customer profit and volition recommend the business to their friends and family) * Creates a client base ( Builds a relationship between the client and the business)* Repeat Business ( guests will be so pleased with the high quality of the service provided to them that they will repay in the future and recommend the business to family and friends.The benefits to the staff are * Incentives/bonuses ( for their stark work, commitment to the company and providing excellent customer service to customers) * Job protective cover/ promotions/less pay offs and redundancies ( As the client base expands, the manager of the busin ess may promote people due to their hard work or provide them with job security. The benefits for the customer are * Satisfaction (The customer would be happy with the product or service provided by the business and smell out like a valued customer, they would the choke to the business and build a relationship with the business, therefore resulting in them come uping a certain consignment to the business and purchasing from them often and recommending them to friends and family. * Aftercare ( If there are any problems with the product, the business toilet provide a ascendant such as an transposition, refund, advice and returns etcetera2. Internal customers are departments or co-workers at bottom an organisation that may abet or give information to other departments to help provide a product or service to an immaterial customer. (E.g. human resources, funding, credit control, stakeholders, employees, shareholders) outside customer is a person or business who is not right away linked to the business and is interested in the business and would like to leverage goods or services from the business. (E.g. joiner, builder, consumer, student) The connection between the internal customer and immaterial customer is called the chain of service. The better you treat your internal customers, the better external service you will get.3. The organisational structure and concern best suited to keep effective customer care is a shorter and flatter one as it allows an easy flow of communication (chain of command) there are less people to consult with and the chance of miscommunication if lower than in a tall structure. It will support effective customer care as the lower train employees can give direct feedback from the customers to management easily and complaints can be considert with quickly and promptly, it will help the business improve and grow and the customers will gain satisfaction as there feedback will be heard.4. mandate is giving the lower level em ployees the initiative and agency to make finiss on their own without consulting a manager or higher ranking employee within boundaries. It gives the employee a sense of power and save the employees troubling superiors and pulling them from their important duties. It can increase profit within the business and give employees more(prenominal) responsibility. Empowerment helps achieve good customer service as it gives the employees the power to make lasts a high ranked employee would, it gives the employee confidence and authority.It prevents the customer standing(a) around while the employee consults with a manager about a decision thats to be made and it gives the customer faith in the employee as the employee doesnt have to consult a manager. Total quality management is an approach that seeks improvement of quality and performance which will exceed or match the customers expectations. The flatter the organisational structure the more empower that employees will receive therefo re giving them a higher level of responsibility and decision making, which relieves the managers of the tasks of making less important decisions.5. The key factors that will contribute to excellent customer service within the visitor centre are * cater (staff that have the knowledge to assist and treat customers, have attended rhythmical training courses, are friendly and willing to help) * Feedback forms ( for customers to complete so that the business can see how the improve their customer service so they can strive to do better) * Events/Fun days ( to encourage new clients/visitors)* node Aftercare (exchanges, returns and refunds)* Leaflets ( fantasticing visitors of different events that will be taking places)* Following up address calls/ emails* Product knowledge* Advice on purchasesThe strategies that I would suggest for dealing with complaints would be Let a happy member of staff knowledgeable(empathetic, compassionate and sympathetic) that deals with complaints to deal with the customer.* Log complaint* excuse for the inconvenience* Propose a solution* Offer compensationFace to face* Let a trained member of staff knowledgeable(empathetic, compassionate and sympathetic) that deals with complaints to deal with the customer. * Take customer into a private room ( to provide them with privacy and confidentiality)* Log the complaint* Apologize for the inconvenience* Propose a solution* Offer compensation customer Aftercare is the care that the customer receives after they make a purchase (good or service) with a company. Customer care includes returns, refunds, exchange and warranty. Customer Aftercare contributes to improving the levels of customer satisfaction because if the customer is unsatisfied about a product or service that has been provided to them, they can them receive a refund, exchange the goods or exchange it for another good. They will be satisfied with the aftercare they have received and return to the business in the future as they had a good experience.Customer aftercare is vital as it is a part of customer service its the companys way of showing commitment to their customer service. Examples of customer aftercare are follow up phone calls, text messages or online surveys, this is vital to the business as they can gather feedback on customer service, products, alert customers on upcoming events, sales, special offers and measure customer satisfaction. Customers then feel like their opinion matters and feel valued.