How to establish a team focused on Customer Centricity

 

Very easy to write but hard to implement.

The company that performs these functions may have improved processes, good data, ready answers, etc ... but hiring the wrong team will cause your customer experience to suffer - and the crash will be swift ... Before writing how to select a team with a focus on this concept, let us first explain what it is.

From the blog "We do Marketing" -

Customer Centricity is a management philosophy that places the consumer at the center of an organization's attention and analysis. It is not only a methodology or a way of conducting a business, but rather a professional stance that seeks , instead of creating products and services according to what the company believes, knowing and understanding its consumers and seeking to develop characteristics in their products and services with three main objectives:

1 - Meet the specific needs of their consumers (conscious or not)

2 - Solve chronic problems or prevent them from appearing

3 - Create additional benefits that add more value to what is being offered.

You must already be thinking ... but .. he is writing the obvious, any area is like this ... I will not waste my time reading this ...

If you got here, it's because I still have credibility with you my colleague! 

Thank you for your trust !!..

So let's talk about this, team selection! 

First of all, a good interview helps you determine if a candidate has motivation, compatibility, positivity, empathy, and shares the values ​​of your company. 

For you to select a professional focused on "customer-centric service" I recommend that your questions are aligned with the following behaviors and characteristics below:

• To have empathy, that is, she must understand feelings and emotions, trying to objectively and rationally experience what another individual feels, because this leads to a most important point for our clients, empathy leads people to help each other, as it says a colleague of mine, and I really like this term, she takes her professional to altruism - love and concern for others - and the ability to help. When an individual can feel the pain or suffering of the other by putting himself in his place, he arouses the desire to help and act according to moral principles, and this makes all the difference his client and awakens an incredible feeling of trust
• Have genuine interest in learning quickly and dealing with criticism quickly, after all this friendly fire comes from your customers, this is the most difficult part because usually people tend to get defensive and outsource the blame.
• Never, never be a negative person, the word of fashion is positivity, let me explain, it means looking at the good side of things ... For these professionals will always occur events that are not to their liking and that does not mean they are bad professionals. These are times that were surpassed by them and helped them to make them stronger emotionally. They have found a quick solution and then get on the bright side, they are strong, determined and able to put themselves before anything that comes before them. This goes for you too!

When looking for professionals focused on customer success, we want professionals who: 

• They achieved customer success through the team, not by individualistic responses, if there was no collaboration then there was something wrong, I'll be clearer if that person cares more about individual success or team success
• Serum of truth , ask the candidate to introduce you to a current or former chief as a reference,
• Find out how they understand customer-centric customer service at the company they want to work with, this will help you understand if your base is well grounded on this item,
• Classic question : We all fail, but the important part is what the candidate learns from it - or do they blame someone for it? It goes something like this: "I never lose, or I hit or I learn!",
• Seek to understand how it relates to angry clients. This includes references to effective conflict resolution skills, customer respect, and humility - because sometimes an apology is more effective than an explanation for an already irritated client,
• Here's how he talks about the most difficult customer he's had to act on, it's hoped he'll dig deeper into what can be done to come up with a solution that works for the customer and what strategy they used

And by the way, you must have understood the game of the correct interview, no use, certification, training, etc., customer-centered service can be for any type of company, private, private, NGO or even association, and this is a serious business! This customer-centric culture begins with the formation of your team whatever it may be.

I will leave here a video on youtube very interesting for you to watch and to understand in practice what is Customer Centricity !