Customer Focus
Customer Focus is a phrase that pops up in competency profiles for customer facing personnel the world over. What does it really mean and how can your training improve it? Well customer focus will mean different things to different organisations but can be summed up in the well known adages – • putting the customer first, A competency of this nature must include the willingness to help others, by finding out what they need, and then addressing and meeting those needs. It is as relevant to an internal customer as it is to external ones. At one end of the scale people with poor customer service skills will show little concern for customers and could even be rude to customers. At the other end of the scale, people will focus not only on delivering great customer service good customer service but also on improving it. Great customer care isn’t just about meeting needs it’s about being proactive, anticipating and planning for customers needs. How do you achieve that? Empathy will play a huge part - getting your people to understand what it’s like to be a customer of your organisation. What the customer’s world is like, what it’s like to walk in the customers shoes. By understanding your customers, you can
segment them. Develop this competency with
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