Developing the customer relationship and managing it efficiently and effectively so that they are beneficial to both the customer and the business are important objectives. Customer relationship management helps business achieve this goal.
Customer Relationship Management (CRM) is developing into a major element of Business Strategy for many organisations. CRM is concerned with the creation, development and enhancement of individualised customer relationships with carefully targeted customers and customer groups. This objective is to maximize the total customer life-time value, thus building a sustainable customer base.
Through SPECTO’s practical and interactive CRM program we provide an overview of the personal and professional skills for staff who are often the first point of contact with customers. Through our hands-on experience at your work place and on-site mentoring, your staff will have the opportunity to discuss customer handling techniques, enabling a confident turnaround at the workplace.
Tips on Improving Customer Service
To provide excellent customer service, one or two motivated
employees are worth more than a dozen staff members.
Motivation is the phenomenon through which ACTION reinforces
success.
1.
A motivated person will describe all that he/she can offer
a customer. A motivated person will tailor his/her talk to suit the
customers' needs, i.e. he/she will study who the customer is, what are the customers' priorities, redesign his/her approach and offer
services and products tailored to meet and fulfil the customer’s needs.
2.
A motivated person is a good conversationalist ...
a motivated person is a good listener.
His/her interactions are based on a deep concern, love
and respect for the customer. His/her genuine care for the
customer shines through active listening, full concentration on the customer’s requirements, conscious control on reducing and eliminating the inner dialogue that goes on within the customer’s mind.
3.
A motivated person will narrate in prose ...
a motivated person will query in poetry.
The goal is to get a clear picture of what exactly the
customer wants. A motivated employee will asks questions, elicits
replies and asks more questions till the customer gains
confidence in the employee’s knowledge and willingness to deliver
excellent products and services in a timely manner.
4.
A motivated person will satisfy the customer ...
a motivated person will delight the customer.
A motivated employee will exhibit the ability to deliver the goods. He/she has the customers' confidence and trust.
Following the first 3 steps,
He/she has tailored the offerings to suit the customer.
He/she has listened well and now knows exactly what the customer wants.
His/her questioning and active listening skills help to keep
abreast with the custome’s changing needs.
He/she thus
anticipates what the customer needs next and identifies the
small extras which will add value to the customer.
5.
A motivated person will give his/her best performance ...
a motivated person will strive to continuously improve
and excel.
He/she will deliver high quality and value-added products and
services. He/she will negotiates with the customer towards a win-win solution where customers gets more than what they wanted and the company profits from his/her interaction and dedicated performance.
The Human Resources Management (HRM) function includes a variety of activities. Key elements revolve around your staffing needs and whether to use independent contractors or hire employees to fill these needs. Further facets include training the best employees and ensuring they are high performers, while ascertaining that your personnel and management practices conform to various regulations.
Other activities also include managing your approach to employee benefits and compensation, employee records and personnel policies. Businesses, no matter how small, should always ensure that employees have -- and are aware of -- personnel policies which conform to current regulations. These policies are often found in manuals distributed to all employees.
In some cases, entrepreneurs may be at a loss as to how to approach these issues. However, it is easy to avoid potential problems if your organization has established policies, procedures and job descriptions, something Specto can help you build up.
Specto provides clients with professional human resource advice, human resource policy solutions, creation of Job Description writing and employee evaluation services. Our products and services incorporate years of experience to help you maximize the effectiveness of your Human Resources function to achieve sustainable results and superior value.
Employee Appraisals
Employee performance appraisals are important tools for small and growing businesses. Appraisals are crucial in developing employees, reinforcing good performance and pointing out areas for improvement. Appraisals also provide an opportunity to communicate formally expectations of future performance.
Yet many businesses dread making appraisals or carry out an inadequate job whilst making them. Here are some tips for making good performance appraisals:
Convey good and bad examples concerning past performance
Set clear goals
Outline areas for improvement
Give detailed feedback—vague generalities will not help the employee
Set new goals
Establish procedures for ongoing feedback—not just once or twice a year - through a formal performance appraisal process
Good documentation—such as performance appraisals showing poor performance—is useful evidence should you get involved in a legal issue over what you felt was a justified termination.
Job descriptions
Job descriptions provide an opportunity to communicate clearly the company’s direction and where the employee fits inside the big picture.
Whether you are recruiting new employees or posting jobs for internal applicants, job descriptions tell the candidate exactly what you expect from the selected person.
Job Descriptions are an essential tool for a growing business. They provide the foundation for hiring and retaining good employees by outlining the required skills, duties, responsibilities, training and education required for each position. They are extremely useful when filling an open position and can be a valuable tool for new employee orientations, training, performance evaluations, promotion and accountability purposes.
Job descriptions serve to assist employers in determining the essential tasks of each position. Essential job functions are those functions any candidate or employee must be able to complete in order to qualify for the position. It is advisable to attach Job descriptions to the employment contracts of new employees. It is also advisable to give new job descriptions to existing employees who have been promoted internally.
For effectiveness, you must regularly look at and use job descriptions as part of your day-to-day work. Job descriptions that sit unused in a drawer, or worst, filed in the HR office, are a waste of time; they must be integral to your modus operandi.
The functional use of job descriptions includes:
a.
helping employees at all levels acquire greater understanding of their present positions;
b.
reassigning and fixing functions and responsibilities in the entire organization;
c.
evaluating job performance by comparing what the employee does and what the job description says he/she should do;
d.
serving as an introduction to new employees for their positions;
e.
assisting in hiring and placing employees in positions for which they are best suited;
f.
setting forth lines of promotion within all departments and at all levels;
g.
assisting in forecasting training needs for a particular function;
h.
improving work flow;
i.
reviewing the existing practices at all levels;
j.
serving as a guide to making decisions concerning transfers.
Job descriptions should be updated on a regular basis to avoid inaccuracies. Supervisors should review the accuracy of job descriptions:
before advertising for a vacant position,
during an employee's annual performance appraisal,
whenever departmental changes affect the distribution of duties and responsibilities.
Revisions to written job descriptions must be reviewed with the current incumbent to ensure the employee's acknowledgement and understanding of changes and current job expectations.
The Human Resources Management (HRM) function includes a variety of activities. Key elements revolve around your staffing needs and whether to use independent contractors or hire employees to fill these needs. Further facets include training the best employees and ensuring they are high performers, while ascertaining that your personnel and management practices conform to various regulations. 
Job Descriptions are an essential tool for a growing business. They provide the foundation for hiring and retaining good employees by outlining the required skills, duties, responsibilities, training and education required for each position. They are extremely useful when filling an open position and can be a valuable tool for new employee orientations, training, performance evaluations, promotion and accountability purposes.
