Having a customer focus is usually a strong contributor to the overall success of a business and involves ensuring that all aspects of the company put its customers’ satisfaction first. Customer service is a series of activities designed to deliver customer satisfaction. The process of providing customer satisfaction is based on an understanding of what customers want and need. Effective businesses aim to anticipate and meet or exceed these needs.
Complete focus on customer simply means the orientation of an organization toward serving its clients’ needs. Having a customer focus is usually a strong contributor to the overall success of a business and involves ensuring that all aspects of the company put its customers‘ satisfaction first.
So to maintain customers focus on your customer and not necessarily you, you will need to do the following:
- Get aligned with your customers’ wants and needs. A customer focus should go beyond product, to the way a customer prefers to do business with you.
- Work with your customers to fully understand their business model.
- Provide value-added services to establish a direct relationship with customers.
- Make the Effort to Follow-up: Some customer service situations require a follow-up contact. The big question is who should take responsibility?Let’s say a customer calls to check the status of an item she ordered. The customer service rep verifies the order is in production and is scheduled to ship the following day for a Friday delivery. A transactional customer service rep might say, “Give me a call if it doesn’t arrive by Friday and I’ll track it down for you.” While a customer-focused rep might say, “I’ll monitor the status of your order and follow-up with you on Friday to make sure it arrived in good condition. All you need to do is, make sure you follow-up.
Customer-focus is a powerful skill. It helps you better understand your customers, which in turn makes it easier to meet and often exceed their expectations. I encourage you to try at least one of these exercises right now and see how they can make a difference!