Traits of a customer focused company

Company outward looking

Staff are treated as customers

Staff know their customers

All staff receive appropriate customer service training

Rewards are given to staff who balance customer service and efficiency

Long term planning is the rule instead of quick fixes

Promotion is based on performance not just on seniority

Management uses a family of communal model of leadership

Managers support staff so they can look after customers

Creativity and staff feedback is encouraged and expected

Customer Service Training