Importance of customer relations
Happy customers equal returning customers
The FedEx customer Relations has built a strong customer relationship to give a lot of thanks to as a result of its growth. Most of its business come from relations. That is, most of their customers come from their current pool of customers.
The art of customer relations to the FedEx is an avenue to making customers happy and this comes with lots of benefits that do stretch beyond merely having satisfied patrons. When your customers are happy with the services and the products you provide unto them, they are more likely to refer your product, business or service to their colleagues, friends and family –and this creates a grapevine effect which is invaluable (Goodman, 2009).
On the other hand, a robust customer relations management creates brand loyalty thereby improving the business’ reputation. When a business’ customers are satisfied and feel as if their needs are met or virtually, exceeded –they become more likely to speak positively of the business, or possibly review and rate it highly on the online platform.
Most often customers’ inquiries involve some form of complaints that the customer relations representatives ought to handle according to the business’ policies and guidelines. Sometimes, the customer relations representative attempts to solve the problems or at least propose for some solutions. Some among the representatives are authorized to send the customers their replacement products or even reverse erroneous transactions. Some of the representatives function like gatekeepers, that is, acquiring information on the problem then transferring it to someone else for solutions (Basch, 2002). The customer service representatives makes sure that the complains raised by the customers are valid and thus they must do all they can – in the context of their authority –in making sure that the customer is finally satisfied.
Customer service issues
Lack of proper training
Inappropriate or lack of proper training on matters pertaining to customer relations upon the officers tasked with the responsibility of tendering the customer services leads to ineffectiveness. An organization that fails to spend time and resources to fully train their customer service personalities most of the times do not meet the expectations of their customers. The business should dedicate resources (money and time) in undertaking reinforcement and training. The customer service agents should fully be informed about the business’ goals, services and products. Training and emphasis should be given to the importance of listening and then responding to their customer’s concerns. When individuals are given the right tools, resources and objectives they perform their tasks appropriately. Of course this costs money, but it costs more if the business decides to ignore it.
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