Who is a customer? The word customer derives from
the word “custom” which simply means habit. In ordinary speech it refers to
someone who regularly visits a particular shop, and makes it a habit in
purchase goods of the sort sold there and with whom the shopkeeper has to
maintain a relating this is in order to
keep his customer which also refers to
expected purchase in the future. Customers are very important in success of any
business be it the fale of goods or
services have the slogan the
customer is know or the customer is god” and the most
popular though sometimes used ironically
the customer is always right
According to
Wikipedia, a customer also known as a
client, buyer purchaser ) is usually used to refer a current or potential buyer
or user of the
products of an individual or organization called the supplier, seller,
or vendor
Three types of customers namely
a.
Existing customers
b.
Former customer and
c.
Potential customer
a.
The
existing customer: this customer has purchased or otherwise used the
organizations service typically
unknown a disunited period of time . for
some organization the ture frame may be short for instance, purchase of forex or money grain transfer existing
customers are the most important to any organization because they have a
current relationship with it and consequently give the origination a reason to
remain a contact with them
b.
Former customers: This group consists of more who
have formerly had consists of more who have formerly had relations a previous
purchase of a good /service. However, the organist ion on longer feels the customer it an existing
are either because they have not purchased from the comfrans which a
certain period of time or through some other indications such as, the customer
purchasing from a competitor
c.
Potential customers: this mind category represents those
who are yet to purchase but possess what
the organization believes are the
requirement become existing customers. The requirement to become a customer include the need for
the service possessing the financial
means no matter how small and the
power to make a purchasing
decision
The three basic
types of customer involved in the selling process are as
a.
Selling
process and can be very straight
forward. The client this time around has given consideration to the
particular service they need and can make a request . the responsibility of the contact person is to supply the service
to the client along with additional information
b.
Customer who have a need but do not
know they have a need for a
service or product show both an interest and desire. This person is looking for
something but is not sure what it is up to the service person to assist the
customer toward he actual step by timing the interest in the service product to
an actual desire to purchase the item.
The service person should demonstrate
also determine the many option
open to the customer and fulfill the customer needs.
c.
Customers who do not know if they want or need
anything; in this case the attention of the potential customer is needed
. This is the real challenge to the
service person as he/she needs to engage
the customer in a discussion that may
cause a transient forgotten need for the service
INTERNAL /ETERNAL CUSTOMER
An organization especially a service
centre within the company exists for the
purpose of serving its external
customer. The whole organization
is involved in a collaborative process
to meet its customer needs but addition
to the real external customer here is
also the internal customer. An internal
customer is anyone whom the organization which could be a different department, branch or a co-worker. The internal customer must be happy at all
times for the general well being
of the organization as customer
satisfaction is as important for the internal customer. For a successful internal customer service
all departments must be able to work
together productively and to co-exist
peacefully in order to meet
organization wide goals and
objectives this will translate to better
quality service for the external
customer. The relationship between the internal and external customer is the
bane of customer service
excellence as any disharmony in the relationship with under overall
all effectiveness. Achieving customer services excellence dpends on both internal and
external customer service satisfaction.
Good
internal customer service stand with
contented employees. It is
important to consider they must feel
they are as important as external customers and
there request must be take
seriously. Satisfying internal customers can be the best way to generate a productive output
from them. It can help an organization cut costs,
improve communicating between
different functions, raise employee morale
and as a retuct deliver outstanding
external customer service
THE
DIFFERENCE BETWEEN CUSTOMER INFORMATION AND CUSTOMER KNOWLEDGE
Information and knowledge are two
district concepts. information known as
data is any material that can be digitized and usually is other
hand is the practical use of this
information while information can be transported, stored or shared without many difficulties knowledge can not . It can only be acquired through
a personal experience with the
customer.
Knowledge sharing can be achieved by
certain concepts which include talking
listening, sharing , learning, creating, discovering, dialogue, act, collaboration, choice, relationships emotion,
organic, adaptive, complex and trust .
Knowledge is tacit and a relatively
ethereal resources within every
individual
THERE
ARE THREE PRINCIPLES THAT CAN BE APPLIED TO KNOWLEDGE MANAGEMENT
-
Knowledge can only ever be volunteered, it cannot be
conscripted
-
We always know more than we can tell, and we can always tell more than we can put in writing
-
We only know
what we know at the point we need to know it
GOING
FROM SATISFACTION TO DELIGHT
What
is customer satisfaction?
Customer satisfaction is a measure of how products and services provided
by an organization or company meets or surpasses all customer expectations.
From the perspective of the organization . It is defined as the number of
percentage of total customer whose reported experience with the company its
goods or services exceed specified satisfaction goals.
Satisfying every simple customer
produces loyal customers and the organization gains positive word of month
marketing which is high free and highly effective.
It
is very useful for an organization that wants
to remain profitable deploy the
use of a guide to rate customer
satisfaction. It provides a leading indicator of consumer purchase intention and loyalty