MERITS AND DEMERITS OF CUSTOMER FOCUS SKILLS

Having  customer focus skills contributes much to the overall success of a business and involves guaranteeing that all aspects of the company put its customers’ satisfaction first. Customers are the soul of organizations. Companies that fail to focus their trainings, strategies, and especially, their workforces on pleasing the customers are simply pursuing failure. High-performance based on growth, profitability, market share, and customer satisfaction, understand that customer focus is a blend of inclination, engagement, fulfillment, association, retention, and more.

Unskilled –

• Doesn’t think of the customer first.
• May think the customers already knows what they need.
• Focus on internal activities and ignore customer’s problems.
• May not make the first approach, hence, there is a lack of acquaintance with the customers.
• Feel uneasy with new people.
• Reluctant to handle criticisms, conflicts, and requests.
• May not listen well to customers, may be opposing.
• Lastly, may not be willing to make customer contacts.

Skilled –

• Is committed to meet the anticipations and needs of internal and external customers.
• Gets initial customer information and uses it for improvements in products and services.
• Acts with customers in heed.
• Builds and maintains effective relationships with customers and gains their trust and respect.

Overused Skill –

• May be too respondent to customer demands.
• Too willing to change established undertakings and timetables in response to illogical customer requests.
• May also make too many oppositions and not form consistent policies, practices, and processes for others to learn and follow.
• Attaches so close to current customer needs that improvements are missed.

The Map –

To conclude, in an organization, the customer is at the top. Those who please the customer are sure to win. The same is applicable to internal customers. Those who please them the most will progress. Winners always focus on their customers and are responsive. While examining customer focus in view of high-performance, researches depict that most organizations work to keep promises to customers. Furthermore, they use every opportunity to know their customers well, and admit that their organizations exist just to serve those customers. In fact, most business leaders from high performance organizations admit their companies to be more customer focused than their competitors.

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