Change Management : Customer First

15 Oct

Customer First is the mindset change behavioral intervention about customer needs, satisfaction, delight and loyalty. Customer First focuses on dynamic interactions between the organization and customers as well as competitors in the market and its internal stakeholders. Customer First helps continuous improvement as a business priority.

Customer First places the emphasis on listening to customers in the BAT mode of Behaviors, Attitudes and Thinking.

There are seven key behaviors that strongly indicate a customer First attitude:

· Thinking and talking about clients a lot

· Continually assessing your customers’ perceptions

· Resolving priority issues in favor of the customer

· Giving in, compromising, adding value for the customer

· Making amends to customers for poor treatment

· Employing a “whatever it takes” policy to satisfy special needs

· Redesigning processes, re-deploying resources and when they get in the way of service quality

The average person who has a bad-service experience tells at least nine others about it and l3% of complaints relates their experience to more than 20 other people. In comparison, people who receive an excellent service only tell three or four others about it.

Today more than ever, customer service is like a famous celebrity. Every action is noticed, talked about, shared and magnified. What has made this so? Technology.

The Customer First Focus:

· Understanding the specific needs of the customers

· To listen openly and with empathy to the customer

· Judge the content, not the messenger or the delivery

· Comprehend fully using multiple techniques (ask, repeat, rephrase etc.)

· Attend to non-verbal cues, body language. It is not just words – Listen between the lines

· Satisfying the customer needs by asking for his/her views or suggestions

· Acknowledge what is said, rather than control a conversation

· Listen to all the facts and do not interrupt the customer until he / she concludes the statement

· Listen to key words of interest on which to comment or ask questions

· Understanding the bottom line in written communication

· Arranging information in a logical sequence

· Writing clear and concise sentences and eliminating the passive voice and redundancy

· Developing inter team / intra team relationship for cohesiveness

· To connect with others

· To understand the importance of an action plan for individual and organization growth

Great results at JK Tyres, Life Tree, Sonata Softare, Titan, Buhler, SRL Ranbaxy, ESAB and many others right from the word go.  Their people who went through the intervention are now able to;

· Identify the gaps and barriers in your interaction with customers

· Develop an excellent customer relationship against parameters like,

Reliability

Assurance

Tangibility

Empathy, and

Responsiveness

· Adopt a positive attitude at work

· Build Rapport and steps to Assertive Communication

· Relate to different personality styles and flex your communication to suit each  personality style

· Learn the art of positive reciprocation without any disruption/deviation

· Structure presentations to deliver crucial points and emphasise on the key message

· Listen for unspoken fears/moods/aspirations/concerns

· Understand others with respect and validation

· Listen rather than think about how you are going to respond

· Build optimism and positive human regard

· Remove conflict and have better understanding with adequate communication

· Be proactive

· Make reading clear and concise thereby creating a winning impact

· Demonstrate a higher order of team effectiveness

· Have the agility to respond to situations

· Be interdependent-each member depends on the other when the team wants to be successful

· Follow an action plan for self assessment and their by being able to take self corrective measures instantly

It is time for you to bring about the change in Behaviors, Attitudes and Thinking of your people. Customer First helps all types of Customer interactions be it in retail, manufacturing, IT, BPO, Services or wherever it calls for people Skills. Customer First is original creation of Oscar Murphy International, Singapore.

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