Be F.I.R.S.T. in Customer Care

Your business centers on your customers especially the 20% of the customers who give you the 80% of the business. What can you do to take care of the customers? It is about keeping the customers happy, satisfied and willing to come back for more business. The way to do it is to be F.I.R.S.T. in customer care


Friendly: Treat the customers like your friends but be polite. Talk and find out more about what they want and their preferences. Ask and obtain feedback from them.

Initiative: Empower the front line staff to do whatever necessary to meet the needs of the customers. There should be no delay in dealing with your valued customers.

Responsive: Listen carefully and take promptly action. Be sensitive to the requests of the customers.

Sincere: Take a genuine interest in your customers and treat them with a kind H.E.A.R.T Do not over promise and under deliver. Be efficient and reliable to honor your words.

Tactful: Customer complaints are to be handled immediately. Do not be defensive and be ready to admit your own mistakes and offer to take remedial action. Look at a complaint positively. If your can resolve an issue to the satisfaction of a customer, he or she will be even more likely to do business with you. If there is a genuine problem, you should be thankful to the customer for pointing it out.


Be ready to match your products to meet the requirements of the customers so that you offer value for money. The most important thing is to provide superior services to your customers the F.I.R.S.T. time and every time.