DECA customer relations performance indicators

Explain the nature of positive customer relations Correct Answer: Positive customer relations mindset is believing your customers deserve the very best, are your employers, deserve your focused attention, have the right to expect things of you, and have important problems and complaints. It yields benefit to the business, employees, and customers. Demonstrate a customer service mindset Correct Answer: Customer service it the process of ensuring customer satisfaction with a good or service. It often takes place when performing a transaction for a customer. Consists of three parts, pre-transactional, transactional, and post-transactional. Develop rapport with customers Correct Answer: Employees can develop rapport by exhibiting empathy with customers and being understanding to complaints and concerns. Employees should always consider positive customer relations and the mindset to keep with interactions Something else businesses can keep in mind is relationship marketing. This is marketing based on the idea that a relationship between the customer and supplier/service creates additional value for both parties (on top of value of good/service exchanged) Reinforce service orientation through communication Correct Answer: Service orientation: ability/desire to anticipate, recognize, and meet other's needs, sometimes before those needs are even articulated. To enforce the idea of service orientation, employees need to ensure that it is clear that their intention is the help the customer Respond to customer inquiries Correct Answer: Be considerate and offer any necessary assistance to the customer to satisfy their needs or problems Adapt the communication of the cultural and social differences among clients Correct Answer: Globalization: the movement beyond national and domestic markets toward international markets. When considering communication, as a general rule it is important to be respectful, being suggestive of issues when a problem occurs, and avoid being overly-direct and bold Interpret business policies to customers/clients Correct Answer: Business policy: a general rule to personnel that they should follow in order to avoid misunderstanding and apply fear and consistent treatment to all situations Guidelines for interpreting business policies to customers: state the policy and explain how it applies to the situation, stress the desire to maintain fairness through the use of the policy, and remain calm and answer questions on store policy Build and maintain relationships with customers Correct Answer: Customer loyalty: the likelihood of previous customers continuing to buy from a specific organization.