Customer Care Framework & Behaviours

Growing a business is as much about keeping and growing existing customers, as it is finding new ones. That’s why customer-facing teams must provide outstanding service, unparalleled customer care and the best possible customer experience.

These days we are more demanding. We live in a society that is much more aware when it comes to rights and expectations. We certainly expect more as customers and we know that we can always get it elsewhere. We also tend to compare the efforts of one organisation with those of another and when we receive good service, we remember it and crave more.

It’s easy to see why most businesses strive to improve customer care, so that they will be the market leader or the business of first choice.

Sadly, all too often customers are greeted with inappropriate responses when they make contact with businesses and this tends to colour their view of the business. Such views take a lot of changing. In some instances, the initial view is never changed.

That’s why customer care and service training is so important. It helps businesses to create a great first impression and establish and maintain high service standards, so it does not matter how or where a customer makes contact, they receive the same high-quality experience every time.

With our Customer care framework, we can help pinpoint and eradicate the service performance gaps and barriers that exist and will guide you to immediate, practical and cost-effective steps to improve customer care and the customer experience.

If you would like to discuss how PDT can help you develop a customer care framework contact us now.