SERVICE LEGENDS: FROM INSPIRATION TO IMPLEMENTATION
Customer or inwardly-focussed?
|
| Links to other learning topics:
Here's a simple checklist looking at the kind of behaviour you'd expect to see in a customer-focussed as opposed to an inwardly-focussed organisation. No scoring here. Just pick one or two of the items where you think your company, department or division is too inwardly-focussed, and start working on those. And don't forget to celebrate when you've made big strides towards becoming truly customer-focussed! Customer-focussed or inwardly-focussed? |
||
| INWARDLY-FOCUSSED COMPANIES | CUSTOMER-FOCUSSED COMPANIES | |
| A | Systems and procedures are strictly adhered to in all cases. | People will break the rules where essential to satisfy legitimate customer requests. |
 |
||
| B | Proud of our own numbers of staff, investment in new computer equipment, number of sites, revenue, etc. | Proud of customer satisfaction, levels – figures on customer loyalty, repeat business, etc, – these are widely communicated. |
|
|
||
| C | Emphasis on the basic technical nature of the product. | Emphasis on intangibles of service, reliability, innovation, etc. The quality of the basic product is assumed. |
|
|
||
| D | Staff feel they are there to satisfy the customer. | Staff feel they are there to delight the customer. |
|
||
| E | Staff have to ask permission to do something innovative to please customers. | Staff are actively encouraged to seek innovative solutions to customers’ problems. |
|
|
||
| F | Paperwork and procedures are designed imagining what would suit the customers. | Paperwork and procedures are designed after asking and involving customers. |
|
|
||
| G | Interested in conducting each transaction with buyers well. | Committed to the concept of customers for life and acts accordingly. |
|
|
||
|
Links to other learning topics: |
||
|
|
||
|
Site Index
|
||
|
|
|
|
Service Legends Ltd
107 Plater Drive Oxford Waterside Oxford OX2 6QU, England Tel: +44 (0)1865 512301 Fax: +44 (0)1865 512303 |
nigelbarlow@servicelegends.com
http://www.servicelegends.com Contact the webmaster This page created: 6 April, 2000. All materials © Nigel Barlow, Service Legends 2000-2008 |
 |