Customer accessibility through a multiple perspective framework

Abstract

Customer care has become one of the major issues for many businesses, prompting many organisations around the world to define it as being made up of Courtesy, Accessibility, Responsiveness and Effectiveness. Customer accessibility is defined as the condition, opportunity, rights and the means of a customer in approaching or entering a facility or electronic system. Customer access to products, services and information can be both physical as well as virtual and there are many considerations for its implementation. As such it’s design must be given great care and thought because it relates to facilitating customers to get or do what they want. A happy customer will give repeat business and stay loyal to the organisation. The Multiple Perspectives Framework can be adopted to assist in the planning of the multifaceted customer accessibility. The various issues can be classified and grouped into three perspectives under the Multiple Perspective Framework, namely Organisational (O), Personal (P) and Technical (T). To avoid focusing on only specific issues, the Multiple Perspective Framework provides a more balanced outlook so that organisational, personal and technical issues are equally addressed to provide a more comprehensive solution.