When we consider the topic of customer services, we often think of organisations in a for profit world that are keen to impress their clients to extend their relationships. The same ethos applies in a not for profit organization.
Often large organizations have many employees that never interact with their end “customers or clients”, but in fact deal mostly with their internal colleagues. Whenever an individual creates an output that is used as an input by someone else, whether they are internal or external, they should be considered as a customer.
By developing a customer centric approach, and ultimately creating a customer centric culture, the end benefits are clear. You attain:
- Teamwork by breaking the silo mentality
- Communications that is enhanced by seeking feedback
- Outputs are of value add in the eyes of our customers
A customer centric alignment focuses at the heart its customer and then everything we do is to manage the expectations of the customer. When we make promises and then do not deliver, the customer does not forget. A key component is on problem solving. Consider why has the problem occurred and what can we do to prevent it from reoccurring. This can only be achieved by working with the customer, showing you care and working with fellow colleagues to develop a customer orientated culture.
“Creating a customer orientated culture needs changes in behaviours and mind-sets. Sweat the small things: following up on issues, being proactive, openly communicate and seek feedback. When you add all the small things up, you develop real change.”