Six Differences Between Customer-Focused Companies and Operations-Focused Companies

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“There this is shep hyken customer service and experience nexpert and on this video. I i m going to discuss six differences between customer focused companies nand operations. Focused companies companies really understand customer nservice. They know how to hire for it train for it nand deliver it other companies claim to give customer service nbut in reality.

They are grounded in an operations mentality with rules and policies that allow nfor little flexibility. Preventing them from being anything more than just average or satisfactory here are a few observations of the differences nbetween customer focused companies versus operations. Focused companies nempowerment. A customer focused company.

Empowers employees to make decisions that are for the nbenefit of the customer they have guidelines versus rules and take nthe approach that if it isn t illegal immoral won t cost the company money although..


Sometimes nthat s still okay and won t harm. The company s reputation. Then consider doing it to take ncare of the customer. The operations focused company requires a nmanager s approval for anything that is outside of their policies or typical way of doing nbusiness hiring a customer focused company hires people nwho fit.

The culture. Which means they have the personalities and core values that align nwith. The company s vision and mission certain jobs may require skill. But skill nalone won t get the applicant hired an operations focused company will hire for nskill filling a position with technical strengths.

The applicant s personality may or may not nfit with the corporate culture training a customer focused company..


Spends ntime and money training for soft skills. Such as relationship building and customer service. The company recognizes that it takes both ntechnical and soft skills to break away from being average. The operations focused company spends most nof their training dollars and time on technical skills and product knowledge leadership.

The leaders of a customer focused ncompany set the vision and mission of the culture and then they lead by example. The leaders of an operations focused company nsets. The vision and mission of the culture. But sometimes will have the sometimes their behavior is incongruent with nwhat.

They want to achieve often leaving the employees confused and less than motivated people first the customer focused company nknows..


The importance of putting people first specifically employees they develop a culture of happy engaged and nfulfilled employees that deliver a better customer experience. Customers like this and continue to come back an operations. Focused company develops a culture nfocused on systems procedures. And the bottom line.

While this is important to any company s success nthey. Miss the culture part of the equation customer service. The customer focused company nlooks at customer service as a philosophy to be embraced by every employee of the company nrecognizing that there are both external and internal customers. The operations focused company sees customer nservice as a department well i hope you enjoyed this short lesson please be sure to visit my website.

Which nis wwwhykencom..


There you ll find more information. About my nspeaking programs as well as over 300 customer service articles that you can read and share nwith your colleagues. Thank you very much for watching. ” .

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description:

“Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert.nnProfessional speaker and New York Times bestselling author, Shep Hyken shares six differences between customer-focused companies and operations-focused companies. Some companies really understand customer service. They know how to hire for it, train for it and deliver it. Other companies claim to give customer service, but in reality, they are grounded in an operations mentality with rules and policies that allow for little flexibility, preventing them from being anything more than just average or satisfactory. Here are a few observations of the differences between customer-focused companies versus operations-focused companies:nEmpowerment: A customer-focused company empowers employees to make decisions that are for the benefit of the customer. They have guidelines versus rules and take the approach that if it isn t illegal, immoral, won t cost the company money (although sometimes that s still okay), and won t harm the company s reputation, then consider doing it to take care of the customer. The operations-focused company requires a manager s approval for anything that is outside of their policies or typical way of doing business.nHiring: A customer-focused company hires people who fit the culture, which means they have the personalities and core-values that align with the company s vision and mission. Certain jobs may require skill, but skill alone won t get the applicant hired. An operations-focused company will hire for skill, filling a position with technical strengths. The applicant s personality may or may not fit with the corporate culture.nTraining: A customer-focused company spends time and money training for soft skills such as relationship building and customer service. The company recognizes that it takes both, technical and soft skills, to break away from being average. The operations-focused company spends most of their training dollars and time on technical skills and product knowledge.nLeadership: The leaders of a customer-focused company set the vision and mission of the culture, and then they lead by example. The leaders of an operations-focused company sets the vision and mission of the culture, but sometimes will have the “Do as I say, not as I do” approach. Sometimes their behavior is incongruent with what they want to achieve, often leaving the employees confused and less than motivated.nPeople First: The customer-focused company knows the importance of putting people first — specifically employees. They develop a culture of happy, engaged and fulfilled employees that deliver a better customer experience. Customers like this and continue to come back. An operations-focused company develops a culture focused on systems, procedures and the bottom line. While this is important to any company s success, they miss the culture part of the equation.nCustomer Service: The customer-focused company looks at customer service as a philosophy to be embraced by every employee of the company, recognizing that there are both external and internal customers. The operations-focused company sees customer service as a department.n nTo hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com.nnFacebook: http://www.facebook.com/ShepHykenSpeakernLinkedIn: http://www.linkedin.com/in/ShepHykennGoogle+: http://www.gplus.to/ShepHykennTwitter: http://www.twitter.com/Hykenn314-692-2200nCategorynPeople u0026 BlogsnLicensenStandard YouTube License”,

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