Development Data Sheet (3)

DEVELOPING A CUSTOMER CARE FOCUS - 'GETTING IT RIGHT'

Many businesses invest a lot of time and energy in getting the processes 'right' for producing a range of products or services targeted at a particular market sector. They may also have Quality Assurance procedures in place to ensure the quality of the 'product' meets or exceeds industry standards.

Where many businesses fail however is in getting all staff correctly focused on the most important thing of all - the customer! A product or service package may be truly excellent but unless it is delivered in a way that meets the needs & expectations of customers they may buy it once, but never again.

We have been involved in several assignments involved with helping businesses 'putting customers first'. Our success has been in developing solutions that address the problem from a customer perspective.

Developing a 'customer focus'

We have found that the most effective way of achieving this is by taking people through a three stage development process:

1. 'Putting Customers First' - helping them understand who their customers are, what their needs and expectations are and what they can do to help meet them.
   
2. 'Getting it Right' - equipping them with the skills for getting the important things (in the eyes of customers) right e.g. communicating, taking responsibility, solving problems, team working etc.
   
3. 'Making Change Happen' - helping them to apply the new skills and principles to the way they deliver products or service packages to the customer. Helping them maintain a strong customer focus.

The above elements can be combined into either one programme or series of training modules to suit the particular circumstances of your staff. They can also be designed for different categories of staff e.g. sales, support, production, management etc.

If you need more information on the above please contact us:

e-mail: steve@meadowhouse.demon.co.uk

phone: 01769 520609