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Managers delegate Customer service

Managers are totally committed to being customer driven and ‘walk the talk’

Managers concentrate on budget/sales figures

Managers talk to the staff, customers and suppliers often

Staff attitudes hinder progress in Customer Care

Manager focus and reward their team’s customer driven attitude

Every team/functional unit is exclusively driving for profit.

Every team/functional unit is driving to become customer focused

Only Sales has customers
 

We all have customers

Customer Service is the Manager’s and Marketing’s problem

Customer Care is everyone’s responsibility

With so many customers, it is acceptable and expected that we shall upset a few customers

Every customer is has a pleasurable experience and gets what they need

We have a department or manager to deal with upset customers

We build Customer Care into everything we think and do

The Manager’s role is to instruct and discipline

The Manager’s role is to support the team

Systems and processes exist for the Company

Systems and processes exist for the Customer

People are trained to tick the boxes and follow procedures.

People are trained to get to know customers and respond to the situation and individual

Meetings revolve around internal issues

Meetings focus on the effect of our business on customers

No-one mentions customers in meetings and communications

Customer Care is a continuous communication and training topic

We are advocates for our company to the customer

We are advocates for our customer to our company

TOTALS

GRAND
TOTAL

© 2003 Sue Bottema www.performancesolutions.co.nz