Taking of your customers is one of the success factors in any business. This means having a support group to handle customer relationships can either work for or against any business. One example would be a retail outlet with a sales clerk that refuses to be polite or attend to the customers. Chances are high that the people who were not serviced properly will refuse to go back to that store, even if it means traveling farther to get to the competitor’s store. That’s not all. This person or group of people can multiply exponentially if they decide to talk about their experience in the first store. Again, chances are high that some of the people who hear the story will think twice before entering that store. There is snowball effect that could a business just because on salesclerk was in a bad mood or would rather chat on the phone than do the job.
Customer relations though are not just about the front liners who have to face customers every day. It is also answering letters from disgruntled clients or problems regarding events, products, ads that could have offended someone. Just look at how banks and utility companies try to be “nice” when collecting from a customer in good standing. They are extremely polite because they need the payments to survive and maintain a healthy bottom line. Once the customer becomes a bad account, the whole façade changes and they aren’t as nice anymore.A good tool to use to manage customer relationships is the CRM tool or Customer Relationship Management Tool. It analyzes collected data and tries to present a profile of each customer’s likes and dislikes. This information can then be stored in the company databanks for use whenever needed. Once a customer realizes that he or she is not just another face or account, they tend to have a softer demeanor towards the company and will make allowances for mistakes made, if any.
