Half Deca Customer Relations Performance Indicators

Build and maintain relationships with customers

Customer loyalty: the likelihood of previous customers continuing to buy from a specific organization. Attention is given to marketing and customer service to retain current customers by increasing their customer loyalty. Organizations also often employ loyalty programs which reward customers for repeat business

Handle difficult customers

There are many different types of customers: slow/methodical, domineering/superior, suspicious, disagreeable, dishonest, etc. Depending on the type of customer, the methods of handling are different

Handle customer/client complaints

Listen carefully to what the customer has to say

Put yourself in their shoes and apologize without blaming

Ask what would be an acceptable solution and solve the problem (or find someone who can solve it quickly)

Identify company’s brand promise

Brand promise: benefits and experiences that marketing campaigns try to associate with a product in its current and prospective consumers’ minds (acts as an extension of the company’s positioning)

Demonstrate ways of reinforcing company image through employee performance

Brand image: impression in the consumer’s mind of a brand’s total personality (real and imaginary qualities and short comings)

Developed over time through advertising campaigns with consistent themes

Employees are the costumer’s perception of the company and are on the front lines. Consistent customer relations and god impressions can maintain company image

Discuss the nature of customer relationship management

It is a business strategy (usually using computer technology)

Refers to the practices, strategies, and technologies that companies use to manage and analyze customer interactions and data through the customer lifecycle

It is designed to improve customer service, manage customers, and gain new quality customers (all increasing business profitability)

Explain the role of ethics in customer relationship management

Buesinesses have a responsibility to the customers to behave ethically, judging what is the right and wrong thing to do. In customers relations, the primary concern in behaving ethically. is to maintain the confidentiality of the customer’s information

The company has a moral obligation to safeguard personal information collected from the customer and are legally culpable if the information is mishandled or not properly protected

Describe the nature of technology in customer relationship management

By gathering and organizing customer infrmation a business can determine and fulfill its customer’s needs and wants

At the most basic level, CRM software consolidates customer information and documents it into a single CRM database, this way business users can more easily access and manage it