The ultimate goal of every business corporation by the close of business each day is the satisfaction of their customers. Therefore, it is a necessity that any business organization has a very vibrant customer care department so that they can maintain their customer base. In one of my interviews, I interrogated the director in charge of customer relations in the Chicago-based U.S Bank. Though I carried the interview over the phone, I was able to conduct it in such a way I could draw enough conclusions from the interaction.
The purpose of my interview was to find out how the bank treats and ensures that their customers are happy with the services of the firm. Having that in mind, I came up with several questions, some of which I have highlighted below here and included the respondent’s replies to the questions. First, I wanted to know the history background of the firm and the interviewee indicated that the bank is a child organization of the U>S Bancorp whose headquarters are in Minnesota, USA.
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Next, I asked the bank’s customer base and how they ensure that their clients remain satisfied with their services. In response, the director said that their customer base is not class-specific, and anybody can be their client. Moreover, the bank engages their customers in designing the kind of services that they would desire, through their online portals. My third question was how they employ the communication skills in promoting customer service as well as promoting their products to their clients; whose answer was that their customer care department was always open for customer support which they offer through online means as well as face-to-face interactions. Product promotion in the bank takes place mainly through online portals, newsletters, and e-mails as an alternative to mass media advertisements.
In conclusion, I would define customer care as the support that an organization offers to its clients and that have an interactive aim of improving the customer satisfaction while taking the business firm to higher ranks.
