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Caledonian Credit Company

In: Business and Management

Submitted By Flyingsscot
Words 1389
Pages 6
Caledonian Credit Company (C.C.C)
Outcome DJ42-34 CCCCC

The managing director of C.C.C had asked me to answer the following 7 questions relating to customer care/ focus and aftercare.

To understand what excellent customer care and the impact of both positive and negative experiences can have on a customer, we must firstly understand what a customer is and secondly what Customer Care is.

A customer can either be an individual or a business, on a daily basis we interact with customers both internally and externally. Each customer will have a unique set of requirements and needs. For external customers this could be to have bank accounts to save money in, ability to pay bills (Direct debits etc), buy/sell shares, create pension plans or use credit facilities. All these products are something that C.C.C can offer. Internal customers are colleagues and departments within the organisation and have a variety of internal needs dependant on their role within the organisation.

What is customer care? Good customer care requires an organisation to recognise who the customer is and what their requirements are, having the ability to deal with customers effectively regardless. In a competitive environment where the product is readily available it could be argued that an organisation is dependent on their customer care strategy setting themselves from the competition. Customer care does not just lie with these external customers the effective working relationships between departments also can be classed as customer care.

The Managing Director’s first question was: “I’ve been told that good customer care is really important for the success of the Bank. Is this really the case? What would the benefits be for the business, the staff, and the customers?”

Since customer care begins with understanding the wants and needs of the customer base C.C.C’s wide

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