DECA Customer Relations PIs

Identify company’s brand promise

Definition: Promise/guarantee a brand makes to their clientele, not a slogan.

Explanation/Significance: It’s something a brand can do and if they fulfill their promise, the brand gains publicity

Determine ways of reinforcing the company’s image through employee performance

Definition: Employee performance is how well a staff worker performs their tasks. Employee performance is essential to publicity. There are 2 ways to boost employee performance.

Explanation/Significance: If these 2 things are done correctly, the company’s image will be reinforced through employee performance.

Interpret business policies to customers/clients

Definition: Interpreting business policies to customers/clients means presenting any policies to a customer in a way that’s easy to understand and digest. These include interpreting business rules and regulations. Interpreting business policies also includes answering questions about any policies regarding products/services.

Explanation/Significance: Provides an easy-to-understand legalese to customers of our policies and makes the brand's service regulations and rules clear to the consumer.

Demonstrate a customer service mindset

Definition: An attitude of putting the customer first and providing excellent service to the customer and making the customer feel like they have what they need. This also includes going out of your way to ensure their happiness and satisfaction

Explanation/Significance: This customer service mindset is important for all businesses who want to succeed and for customer loyalty towards the business/brand.

Reinforce service orientation through communication

Definition: Service orientation is what individuals desire to help others. Their ability to become more helpful and alleviate stress, but also helpful to the entire community. Some ways to reinforce service communication are active listening, clear and concise communication, proactive solutions, and friendly demeanors.

Explanation/Significance: Reinforcing service orientation through communication leads to a higher quality service and creates better customer brand loyalty to the employee, product, or company.

Explain the nature of positive customer relations

Definition: Positive customer relations are the relationship built between the business and consumer, usually built on respect, trust, loyalty, and understanding. Establishing positive customer relations involves activities like having quality customer service, answering questions, and responding to complaints/concerns.

Explanation/Significance: If you can establish positive customer relations, you can build trust, communication, and a bond between the customer and brand that helps boosts sales and brings loyalty and publicity to the brand.

Handle customer/client complaints

Definition: Handling complaints means actively listening, understanding the needs of the customer, and working to find a solution. Examples of solutions can include refunds, replacements, and/or apologies.

Explanation/Significance: Handling these complaints is essential to the bond of customers/clients and the business. By being able to actively handle complaints, the customer begins to trust and have faith in the business, allowing for more potential sales

Build and maintain relationships with customers

Definition: Building and maintaining relationships with customers is the act of setting positive and quality experiences with consumers. Methods to maintain relationships with customers include personalized customer service experiences, timely responses to questions, incentives for customers to have repeat business, and regular communication and feedback

Explanation/Significance: Building and maintaining relations with customers is essential for increasing customer satisfaction and increasing loyalty to customers with our brand, ultimately leading to more sales and profits.