Customer focus - a rather vague concept.In order to determine its purpose, it is necessary to highlight the main features of this trend in the work of the firm, company or institution.Concepts and definitions are quite a few.But we will use the two that more accurately reflect the purpose and direction klientoorietirovannosti.The first involves a company's ability to build relationships with external and internal clients so that they become balanced and mutually beneficial.The second - the alternative with respect to the classical (4R) rule approach to the client.These two definitions are highly complementary.That is, the principles of the company, institution or firm, the company attributed the result achieved work.
«Klientorientirovannost - is ...": opposite examples
you contact the bank in order to open the deposit, credit card or any other services, of course, hoping to get a modern service.However, the operator pleasantly surprise you that the internet banking service, you need to pay.Another situation.Ordered goods in online store brings the courier is not the first time, but be forewarned, calling, no clue.And here's a painfully familiar case: you call to service.The answer is an encouraging phrase: "Stay on the line.Your every treatment is important for us. "But the response of the operator has to wait sometimes more than half an hour.Client-oriented companies in the above examples, of course, a big question.
«Customer focus - is ...": examples for clarity
well to understand the essence of such a thing, good to present it as an example of public and private companies.The first thing that comes to mind - it's medical services.If you call in the registry of the municipal health clinics and at the other end for a long time did not pick up the phone, then take it for granted.Conditionally free service does not imply a high level of service.But if a private clinic.And if you are willing to pay for the services of the institution, the call is unanswered apprehended at least bewilderment.The greater the amount with which the client is ready to leave, the more its expectations.
«Customer focus - is ...": internal guidelines and rules
If we talk about the internal difficulties of restructuring the company in accordance with this concept, it is worth to focus on three issues.The first of them - a customer-oriented employees.That staff is the link between potential clients and the firm.It is he who is behind each new or existing project.Therefore, it is important that employees understand and share the goals of the company, the value of the concept of "customer focus", well known procedures in different situations when dealing with customers.
second issue requiring special attention - financial resources.They are needed for any restructuring policy institutions, companies, enterprises.Not always customer focus brings big profits in the shortest possible time.But often this is offset by greater weight of market or competitive advantages.
third question is perhaps the most difficult - is a client.For each of the goods and services of his own.Therefore, common rules for customer-display is not so easy.
In this article, of course, is not the full picture open topic "customer orientation - is", but as background information, it is quite acceptable.
