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Customer Care

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6 views14 pages

Customer Care

Uploaded by

rachelntavare
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Customer care

Customer care is about meeting the emotional needs of


customers and fostering relationships.
Consumer decision
making process
Stage 1: Need recognition
The first stage in the consumer decision-making
process for a consumer is to figure out what they
need. The most important thing that leads
someone to buy a product or service is their need
for it. All buying decisions are based on what
people need.
Finding out what the customer needs is the first
move to evaluating the Consumer Decision Making
Process. Finding out what needs and wants the
target market has can help with many marketing
decisions.
Stage 2: Searching and gathering information
People are usually skeptical when they have to
choose between options. So they need all the facts
before they spend their money. After figuring out
their need, the potential consumer moves on to
the second stage: searching for and gathering
information.
The buyer considers all the benefits and drawbacks
of the purchase at this stage of their decision-
making process. Because of changing styles and
online shopping sites, consumers know much more
about what they want to buy and can make better
choices.
Stage 3: Considering the alternatives
The third stage in the consumer decision-making
process is to carefully look at all the alternatives
and substitutes on the market. Once consumers
know what they need and where to get it, they will
start looking for the best deals or options.
At this stage, the consumer compares options
based on price, product quality, quantity, value-
added features, or other essential factors. Before
choosing the product that best meets your needs,
look at customer reviews and compare prices for
the alternatives.
Stage 4: Buying the product or service
After going through the above stages, the
customer decides what to buy and where to buy it.
The consumer makes a smart choice to buy a
product based on his needs and wants after he has
looked at all the facts.
Stage 5: Post-purchase evaluation
In the last stage of the consumer decision-making
process, the consumer evaluates or analyzes the
product they bought. They look at how helpful the
product is, how satisfied they are with it, and how
much it is worth to meet their needs.
How to meet the
consumer decision
making process
•Provide detailed information
•Marketers can influence the evaluation of
alternatives stage by providing detailed product
information, positive customer testimonials, and
competitive pricing.
•Offer value quickly
•Businesses should offer value to their customers
quickly after the purchase, as well as when it
comes time for renewal.
•Understand the driving forces
•Understanding the consumer decision-making
process can help businesses identify the driving
forces behind consumers purchasing goods and
services.
•Attract more potential consumers
•Businesses can use their understanding of the
consumer decision-making process to attract more
potential consumers and turn them into buyers.
Tips on customer care
•Be empathetic: Put yourself in the customer's
shoes and understand their needs.
•Use positive language: Positive language can
help create trust and reduce stress.
•Practice active listening: Listen attentively,
analyze what's being said, and respond
thoughtfully.
•Encourage feedback: Make it easy for
customers to provide feedback, and use that
feedback to improve your service.
•Close conversations correctly: End
conversations by asking if there's anything else
you can do, and confirm that the customer is
satisfied.
•Build a customer-centric culture: Make sure
your customer service team is dedicated to making
customers happy.
•Educate your customers: Happy customers are
more likely to pay for quality and a pleasant
experience.
•Follow up: Follow up after solving a problem.
•Be accessible: Be where your customers are.
•Add a personal touch: Show that you're
Prepared by Nagel
Tavare
1. MSc Strategic Brand Management.
2. B.Com Marketing.
3. Diploma in Teaching Skills for Educators.
4. Diploma in Outcome based Education and Academic
Quality Assurance.
5. Diploma in Education Psychology

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