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,
• the customer is king, ( or Queen! )
• going that extra mile for the customer

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.

The more that you understand this as a business, the more you can adapt your products and services to meet the customers needs. This is customer service as an extension of the art of marketing.

Develop this competency with

TRAINING EXERCISE CUSTOMER FOCUS Developing competence in your team

Customer Service Training
What should your customer service training include?

Looking for tips on putting together successful training?
Details of tips which will help your customer service training deliver the results you and your organisation need.

Get your feet tapping
Motivational music to get your customer service training off to a great start

Quotes to inspire you
Useful quotes on customer service and on learning learning to help you with your course material

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