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MESSAGES FROM THE MASTERS Thursday, Jan 4, 2001
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Welcome to MESSAGES FROM THE MASTERS newsletter from DailyInbox.com. 
MESSAGES FROM THE MASTERS brings you daily success messages from many of
today's most noted masters of success and achievement.
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FROM CUSTOMER SERVICE TO CUSTOMER FOCUS By Dr. Sheila Murray Bethel
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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.
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To learn more about Sheila Murray Bethel and to save 20% when you
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