Since the customer is the only reason you have a job, if you are not willing to satisfy the customer…then you might as well go home; you are not needed. Remember that perception is reality with customer service. If your customers don’t see your organization as one that engages in customer-focused behavior, then you are not providing exceptional customer service. Treating your customers as valued individuals is often more important than price.
Focus on the customer means all systems and processes require continuous improvement. These businesses think about what they can do to make customers happy (as opposed to get the most money out of them, signup the most accounts, etc.) all the time and think about how they can make the customer experience better.
In a customer focused organization, Leadership, Processes and People are customer-aligned. This requires that:
- Every action is shaped by a relentless commitment to meeting and exceeding customer expectations regarding product and service quality.
- Customer touch points and supporting internal processes are constantly evaluated and improved to meet or exceed those expectations.
- Every employee understands what he/she must do in order to maintain and add value to every relationship with both the paying customer and those within the organization that rely on them for the work they do.