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However every member of staff needs to take ownership of customer care and be proactive when dealing with customers so that problems do not arise.
Under-promising and over-delivering is an often cited way to manage expectations and can be applied when dealing with internal colleagues as well as external customers.
Now, dozens of thousands are sending you requests how to make a business plan or how to adapt to the new statements of a present fiscal law every hour.
Adaptation to a new digital reality may be protracted and uncomfortable.
When working with or serving others we should put ourselves in the customer’s shoes and think ‘how would I like to be treated in this situation? It’s also good to remember the classic Bananarama song title ‘It ain’t what you do; it’s the way that you do it.’ It’s not just about day-to-day activities however.
The customer should come first in everything that an organisation does and this starts with business plans and policies that are customer centric.
Spreading bad news in this way undermines a business and damages its reputation.
Most companies have a customer services team who will be responsible for dealing with customer complaints and queries.
For example, companies should be asking themselves: are we selling products that customers want to buy?
Are our systems and processes built around our needs or the customers?