Customer Service Focused Organisation

A customer-focused organisation is one that gives priority to serving its customers’ needs and requirements effectively. A customer-focused policy makes a strong contribution to the overall achievements of a business, which involve guaranteeing the customers' satisfaction first.

Customers are the most important assets of an organisation, and those companies that fail to focus their strategies, cultures and, especially, their employees on satisfying those customers are at risk of failure.

Your business relationships with your customers can be derailed if you fail to pay sufficient attention to this matter; hence, it's important to ensure that you are constantly seeking to satisfy the customers.

This unit explores the meaning of a customer-focused organisation and the various elements of a customer-focused environment; it also looks at the framework for monitoring and measuring performance. It then describes the concept of coaching and development, the development of a reward and recognition scheme, and the criteria for rewards.

The content covers several key topics including style of leadership, adopting a flexible approach, performance management, and 360-degree appraisal.

You will discover how to create a customer-focused environment and learn about motivation.