Essentials of a Niche Customer Care Division

An efficient customer care division is an important tool to the success of any business. Whether it is consumer durables, electronics or any other product, it is required that the customers’ needs and requirements are fulfilled to attain their maximum satisfaction. There have been numerous researches that have been done to understand the exact requirements of the customers. It has been said that 71 percent of the customers expect the company to value their time. The primary mode of communication used by 73 percent of the customers is their voice. While online chat gained preference over voice in terms of the satisfaction rate, email is the third most preferred mode of communication.

 

A few other studies have revealed that the technical queries shared by the customers are handled by the customer care division via live agent, email, IVR, web chat and web self-service. However, a lot of them either remain unanswered or are ignored. For an effective and efficient customer care division, following are a few criteria that needs to e fulfilled:

 

1. High professionalism level:

 

It is expected from the customer care division to maintain a high level of professionalism in its services. The customer care executives must have the required skill set to answer and handle the queries shared by the customers in the most proficient way.

 

2. Easily accessible:

 

In order to ensure a high satisfaction, it is expected from the customer care division to be available for the customer service every time. They should not limit themselves to some operating hours and location instead should be ready to adjust to the requirements of the customers.

 

3. Reliability:

 

Customers trust the words you promise to them. Therefore, it is essential to fulfill the commitments made to them and perform in their best interest. This can help the companies in retaining their existing customers and also attracting the new ones.

 

4. Credibility:

 

Customers should not feel ditched for any of the services provided by you. Make them agree that you give ample value for money and stand for excellent performance and customer satisfaction.

 

5. Attitude:

 

It is essential to maintain a friendly tone while handling the customer queries. Ensure that you listen to their query appropriately first and then assist them in the best way possible. The attitude and behavior presented by you is what counts most to attain your customer satisfaction.

 

6.  Service recovery:

 

The executives at the customer care division should be available with the best solutions as soon as the customer shares his problem. Make sure that the solution suggested by you is new, acceptable and meets the customer expectations.

 

Attaining maximum customer satisfaction demands your determination to deliver the best services. Make sure that you pay your complete attention and resolve the customer queries in the best possible way.

 

Infographic by DVLA Contact Numbers

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