If you are in HR, who handles employee relations, most of your job may be responding to emails or employee queries, grievances and compliances issues…but understand that you can keep everyone together by making an impact. I will tell you how! Customer care people try to do their best in foreseeing the issues that can possibly arise and fixing it by finding a solution ahead of time so the customers don’t even get to complain. And when they get any complaints, they put high focus on the ‘Service Recovery’. That means identifying customer concerns and proactively responding to them with the aim of customer retention. A customer can be retained, by not just only giving a quick response but by letting them know that you own the problem in hand and making a difference by fixing the issues. Happy customers and retained customers are loyal ones. Loyal customers will help you grow your business.