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Customer relations is defined as the front line between an organization and its customers.
How customers are initially greeted and treated can influence their decisions to do business with your company. An employee who interacts with a customer, even if indirectly, represents the organization and each customer’s perception of the quality of that interaction may influence how the organizations’ products and services are perceived. To achieve an effecfive customer relations some skills are required such as;
* First impressions may not always be accurate, but they do create a lasting influence on customers. (Friendly greetings and a sincere interest )
* Customers expect to have their concerns addressed quickly and efficiently. Customer relations staff must be knowledgeable and courteous. Bad experiences stay with customers; front line employees can make or break customer relationships.
* Listening skills help customer relations staff determine how to approach each customer's needs and meet their expectations.
* Customer relations depends on effective communication. Problems can escalate when communication fails. Communicating clearly verbally and in writing can prevent misunderstandings and misinterpretations of information by customers and coworkers.
* Problem solving and analytical skills support customer relations; the ability to listen, interpret and act appropriately when addressing customer needs is essential to successful customer relations.
* Working together to meet customer needs establishes excellent customer service and provides learning opportunities for customer relations staff. A customer relations department counts on support from all employees and departments when necessary.
* Follow-up can help re-establish customer confidence after resolving major problems. Calling customers to ensure their...
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