Excellent Customer Service is a Philosophy not just a Technique
To be Excellent at Anything Requires Total Company Agreement and Commitment
A strong customer focus at all organization levels is basic to success in providing
excellent customer service. Customer focus by all employees is essential to prevent
cock-ups at the external customer service level.
Customer focus for non sales staff means
Everyone is serving the ultimate customer by doing his or her job in such a way that it
makes the job of the next person in line as easy as possible.
Who are our customers?
Anyone for whom we do anything is our customer.
Internal, external and ultimate customer
We all know our internal customers or do we?
Big organizations often have ultimate customers (the guys at the sales/buyer interface),
as well as external customers.
Does our company/department/staff take customer requirements very seriously? If we are to
be truly customer focussed
no one is just doing a job, we are all satisfying
Do we look at what we do from the customers point of view?
How long has it been since we surveyed our customers; got feedback on how we are doing.
(Face-to-face is best.)
How much effort is really taken to make our customers feel important and respected?
The latest wisdom suggests that partnering is the way to the future
Do we show concern for our customers business requirements, communicate effectively
our needs and demonstrate an understanding for theirs. Is there a follow-up system in
place or do we just wait for complaints.
Corporate Learning Consultant
Orglearn - Richard Townsend 2008-2014