Customer-Focused Objectives

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Customer focused objectives require shifts in attitudes and priorities. A satisfied customer is equivalent to earning a "C" on a report card because consumers demand exceptional service, not just average treatment, consultant Mary Gormandy White writes on the HRmBusiness website. About 80 percent of dissatisfied consumers take their business elsewhere and never complain, according to the Customer Service Manager website.

Reliability

  • Customers set specific expectations when they conduct business with any organization. For instance, motorists care that their roadside assistance services immediately respond to their distress calls by dispatching tow trucks, not that their paperwork is expedited in 24 hours. A successful business owner understands his customer base and focuses on what matters most, according to Loyalty Solutions website. The operator of an emergency auto assistance program knows to concentrate his energies on towing services, not faster turnaround times for administrative paperwork.

Ease

  • Consumers want easy ways to do business. This includes convenient store locations, online shopping and toll-free numbers. Multiple purchasing channels build customer loyalty because they enhance the overall customer experience, says Loyalty Solutions. Customers also prefer companies whose processes bypass the internal policies that often frustrate outsiders. A patron who hears a customer service rep talk about corporate rules most likely will switch to a competitor with more customer-friendly procedures. That competitor probably operates with the same internal issues but buffers the customers from them.

Friendliness

  • Pleasant employees are mandatory to any customer-focused program. The leading request from customers is that someone listens to them. Employees influence the customer experience more than any factor within an organization, including technology and policies. Sometimes staff members require coaching on how to build customer relationships through their interpersonal skills. They also must be empowered to deliver exceptional care without worrying about being reprimanded if they deviate from processes while taking care of customers, advises the Leader Values website.

Results

  • Customers demand results when they spend money. They expect company representatives to demonstrate expertise on products and services and to offer alternatives if items are unavailable. Consumers want assistance, not sales pitches. Clients especially want solutions when they voice complaints. Customer-centric employees foster loyalty by showing empathy, apologizing, taking ownership of a customer's issue and resolving the problem in a timely manner.

References

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