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Good customer care is about understanding and meeting customers needs and expectations. The objective should be to win and keep customers. Customers can be classed as internal or external. External customers include consumers or businesses who buy goods and services as well as suppliers to the firm such as agencies and lenders. Internal customers include.
Sainsbury have Quality Assurance teams. They check the standards in their stores and monitor the quality of our products to ensure they consistently meet the standards laid down when the products are developed. Their Retail and Supply Chain Quality Assurance teams check that all new ideas for stores and their supply chain will deliver only.
Are our systems and processes built around our needs or the customers? Customers must also be considered when setting internal targets and key performance indicators (KPIs). A call centre may want to reduce its call waiting times and so target employees to keep calls short and answer the next call as quickly as possible. However.
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Most companies have a customer services team who will be responsible for dealing with customer complaints and queries. However every member of staff needs to take ownership of customer care and be proactive when dealing with customers so that problems do not arise. Under-promising and over-delivering is an often cited way to manage expectations and.