Importance of customer/client care
It shows a great deal of professionalism when a company takes good care of its customers, both internally and externally. Professional employees will most likely deal with clients in a professional manner, with the right communication, with respect and a genuine attitude.
A good customer service will help the company:
To keep loyal clients – develop trust
To gain new clients
To develop a good referral
To develop within its employees a sense of proudness and loyalty
The main objective of communicating is to send a message the most effective way as possible and to make sure it is received the way it was intended to. In communication, there are many barriers to overcome: a good standardised communication within the organisation will help to deal with those problems.
Communication is a two-way process:
1. What we say and how we say it:
1.1. Intention of sender: right information in the right format 1.2. The message: method of communication.
1.3. Receiving the message: receptiveness of the person receiving the message
2. What and how the message is received and perceived:
2.1. Message interpretation: has the message been properly understood? 2.2. Feedback: has the communication been successful?
To achieve an effective communication, the organisation and its management must clearly communicate the rules and guidelines established by the company.
Standardised communication will help with:
Bring knowledge of what to do in any circumstances
Communicating with people, both internal or external of the organisation, is not only a matter of using the right guidelines or rules; an important part of the communication is also to consider your audience in order to adapt your communication and convey your message for a better reception. Knowing who you are talking to will avoid assumption, and will help you understand their needs and motivations.
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