CUSTOMERS ORIENTED
THE ART OF PUTTING ITSELF TO CUSTOMER SERVICE
1. LEARN BY YOURSELF & CHALLENGE YOUR WAY OF DOING
WHY
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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
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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
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Anticipation of customers needs & Increase customers loyalty.
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Be focused on Added value.
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Customers will be loyal.
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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
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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).
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Educates customers: Shares information with customers to build their understanding of issues and capabilities. (Ex: Invite your customers (store, DMI) to your strategic meeting).
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Builds collaborative relationships: Builds rapport and cooperative relationships with customers. (Ex: Store &/or workshop training in the collaborator integration).
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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.
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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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