competence - Customer Service Orientation

 
Customer Service Orientation

·         Balancing interests of a variety of customers, internal and external.

·         Readily readjusts priorities to respond to changing client demands. 

·         Anticipates and meets the need of clients.

·         Achieves quality customer service

·         Is committed to continuous improvement of services.

Situaner: The customer is the heart of Marketing. He is the center of the salesperson scope of interest. Thus, we acknowledge the principle “ know thy enemy and know thy self and in a hundred battles you will never be in peril”. The enemy referred in sun Tzu is the General’s object of attacks – the desire to master the mind of his object, the General wants to make allies of his enemy, to support his cause. In the same way, a salesperson desires his customer to support his benevolent proposition.

Skill Builder Program:

1.       Interview someone in a customer service business to determine standards and measures to track results.

2.       Interview someone in a private-sector business that is known for quality customer service.

3.       Observe and be critical of your personal experiences as a customer.

4.       Discuss with friends and family how they were treated as a customer. Best and worst practices.

5.       Design and conduct a survey of all of your internal and external customers.

6.       Discuss ways you and your colleagues can improve customer service in your work and incorporate those ideas into your policies and procedures.

7.       Keep a journal of how you were treated as a customer.  Learn about giving good customer service from being a customer. Best and Worst Experience.

8.       Establish a customer service award for your office.

9.       Develop an OFI department for Customer Service.

10.    Identify internal and external customers.

11.    Develop a program to enhance your organization’s customer service.

Illustration:

Isko, the best salesman of  OK Distributors, noticed while reviewing his category a whole self of his inventory will expire in one month. Being customer oriented, he initiates to discount the whole batch to his customer and sell it on “buy one, take one”.  Isko saved BO losses for the company, saved his customer from loss of goodwill, saved his consumers from a defective product.