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Customer orientation checklist


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Customer orientation is a set of activities undertaken by a company for the purpose of supporting beliefs in sales that allow considering customer needs and satisfaction as the major priorities of the company. Read the customer orientation checklist to find out how to undertake and maintain processes in your organization. 6,5 Kb

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Order 750 checklists in MS Word and PDF printable format at $49.99 USD only. BUY NOW! 

  1. Developing customer orientation strategy within your company.
    • The first thing you need to comprehend is that all processes within your company (like producing, communicating, selling, delivering, etc.) should be organized and managed in a customer-oriented way. Then you can develop a strategy – a set of directives and guidelines as to attracting and treating customers as well as fostering customer oriented attitudefor the purpose of gaining the best experience and turning your company into a flourishing, customer oriented organization.
    • A successful strategy includes the following principles:
      • Customer-driven quality: your company develops and uses approaches and ideas that contribute to customer satisfaction.
      • Leadership: leaders and managers in your company need to play an active role in fostering customer oriented persons among your employees. Executives should take care of running and supporting processes that contribute to strengthening quality values.
      • Continuous improvement: your company needs to commit to ongoing improvement by optimizing employee performance and providing enhanced quality through new and improved services and goods.
      • Immediate response: your business needs to support a rapid-response-time improvement internally by reducing product/service introduction cycles and giving faster replies to customers.
      • Full participation: your company should have an effective reward and recognition system which encourages full employee participation in total customer management, including selling wholesale and in retail.
      • Long-run outlook: your company needs to plan policies and resource allocations that reflect perspective and long-term commitment to customers, employees, stakeholders and suppliers. Also the company should regularly review and assess its jobs and occupations for the purpose of optimizing workload.
      • Using facts only: account managers and executives in your company should use only facts and actual data to illustrate current status of customer satisfaction and performance goals.
      • Public responsibility: your business should address general community concerns and interests. For instance, it should decrease the effect of product waste on the environment, improve the quality of products, and consider adverse contingencies, such as rejects or recalls.
  2. Improving skills of executives and subordinates – organizing training.
    • Training is aimed at developing and retaining the required customer oriented attitude, so your employees will be ready to follow the strategy and treat customers as expected.
    • Organize regular training sessions, seminars and workshops to let your employees improve their skills and competency.
    • Integrate games in the regular trainings – they will help employees to comprehend and learn lessons easily and quickly.
    • Exercises and games should be based on actual examples and existing situations. Do not try to make up a example or situation, but use only facts.
    • Consider organizing regular examinations to find out current skills level of employees.
  3. Measuring customer orientation in your company.
    • Consider creating and applying measures of based on the following:
      • Quality of products/services your company provides.
      • Number of existing customers.
      • Your company's image and reputation.
      • Current quality level of support services.
    • Here are some indicators and measures:
      • Customer satisfaction index.
      • The number of satisfied customers against the number of non-satisfied ones.
      • Customers' intentions to re-order your products/services.
  4. Improving customer orientation in your company
    • Regularly conduct internal reviews on the.....

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