|
Two
decades ago, everyone began talking about 'customer service' because,
frankly, things had gotten pretty bad. Either we didn't think
excellence in service was important, or we were so wrapped up
in the service process that we'd forgotten what the end game was
all about--- that of satisfied, happy, loyal customers.
Enter
the 2000 shift of focus from simply giving good customer service
to understanding the more powerful and profitable position of
customer focus. Picture the interdependent circles of your organization
as links in a circular chain with a single purpose: satisfied,
happy, loyal, referral bearing customers. In our global village,
our customer's success is our success. Customer focus and partnerships
and alliances are now inexorably bound together.
There
are three interdependent parts of true customer focus:
First:
Customer Servicing. This is the operations part, doing the
task well.
Second:
Customer Relations. This is the human part, the one-on-one
actions.
Third:
Customer Development. This is the sales and retention part
that brings true satisfaction to every transaction.
Your
internal customers come first: Don't forget that an organization's
first customer is its own people, your internal customers. Until
they know you care about their needs and recognize them for their
individual contribution, they'll never effectively serve others
well. Which of course means that your message of service excellence
will never get to your external customers.
The
speed of change, the development of partnerships and alliances
and concentration on customer focus. These are the three major
drivers that confront us as we rush toward the next millennium.
We can be driven, pushed, pulled, and hustled along against our
will. Or we can understand and embrace them, plan strategically
for their affects on our organizations and literally jump out
in front of our marketplace as pace setters.. The choice is ours.
To learn more about Sheila Murray Bethel and to save 20%
when you purchase her audio's and books visit www.yoursuccessstore.com
|
