| Managing Customer Relations | |||
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It is vital for businesses to keep the good relations
of their customers. Dissatisfied customers will take their custom elsewhere!
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| Customer enquiries are often dealt with by telephone. Call
centres are fully equipped with a networked computer system so
that a customer's details can be instantly loaded from a database when
they phone. Better advice can be given if the customer's details and
history are known.
This allows the company to 'personalise' the service to customers, without them having to answer a lot of questions every time they call. The computers may also be linked to national computer systems that can give details about national insurance, cars, home addresses, etc...
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To save money some organisations use overseas call centres. This is not always popular with customers. | ||
| Once a company has a customer, they must try to keep them.
This may be done using schemes such as loyalty
cards that offer rewards for returning customers.
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