CUSTOMERS ORIENTED

THE ART OF PUTTING ITSELF TO CUSTOMER SERVICE

 
 
 

1. LEARN BY YOURSELF & CHALLENGE YOUR WAY OF DOING

WHY

Give sense and responsibility to each collaborator by connecting with our customer: "the one who pays us" and treating him as our best friend.

WHAT

Being customer-oriented requires a long term strategy that should involve the whole factory, from top management to grassroots staff. It also means a change of mentality and an internal organisation that trains its sights on a new target: satisfying customer expectations. This will contribute to boost the image of the factory. Being customer oriented is to guaranty that your entity meets customers needs, problems & expectations. You may build collaborative relationships with them.

BENEFITS
  • Anticipation of customers needs & Increase customers loyalty.

  • Be focused on Added value.

  • Customers will be loyal.

  • Shared customer culture becomes more important than the competitive stakes are high and we must take care about customer loyalty in order to increase profitability.

HOW

  1. Seeks to understand customers: Actively seeks information to understand customers circumstances, problems, expectations, and needs. (Ex: Organize frequent store visit &/or select a pool of “special” dpt store manager to keep contact).

  2. Educates customers: Shares information with customers to build their understanding of issues and capabilities. (Ex: Invite your customers (store, DMI) to your strategic meeting).

  3. Builds collaborative relationships: Builds rapport and cooperative relationships with customers. (Ex: Store &/or workshop training in the collaborator integration).

  4. Takes action to meet customer needs and concerns: Considers how actions or plans will affect customers. Responds quickly to meet customer needs and resolve problems. Avoids over commitments. Be proactive whenever possible.

  5. Sets up customer feedback system: Implements effective ways to monitor and evaluate customer concerns, issues, and satisfaction.(Ex: Implement Factory KPI that are customer oriented - final KPI- Display store performances in the factory).

 

2. COPY & IMPROVE ASSOCIATED BEST PRACTICES

Practice from: CMW

Contact: Peter Geng

What: CMW customer service system

Gains: to be aligned on customer needs

Assessment level: Opex O1 level A

3. GO FURTHER WITH OUR COACHING OFFER

Please contact: CMW Factory

 

4. VALIDATE YOUR SKILLS

Competency = To master the fundamental of Continuous Improvement [CIMF]

 

5. EVALUATE YOUR ORGANIZATION

Assessment = OPEX

Chapter = O1

 

6. SHARE WITH US YOUR PRACTICE

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