our service

Our services

Customer focus team

Objectives
oDefine what a Customer Focus Team is
oIdentify the Objectives of a Customer Focus Team
oList the types of Behaviour Expected from team members
oUnderstand the Roles and Responsibilities of the Members of the Customer Focus Team
oReview the Customer Focus Team Key Business Indicators (KBIs) and the primary data providers / presenters
Review the Standard Agenda for a Customer Team meeting and the primary leader for each agenda item

Two Key Objectives
1. Customer Satisfaction 2. Business Performance

Behaviours Expected
oCustomer Focus Recognise that the team exists to focus on the customer and his requirements.
oService attitude Understands that we operate a service business and is willing to be flexible, innovative, and “go the extra mile” in delivering services to the customer.
oResults Driven Motivated to achieve and exceed goals
oBusiness Performance Focus Understands all team metrics and willing at anytime to help achieve and exceed them
oCross-functional Teamwork Actively engages with other team members to help find solutions where needed, and represents their function at the CFT.
oThe team acts as a unit to achieve objectives The team is essentially a small business set up to delight a customer and meet business performance objectives. The contribution of each individual must be aligned to this common goal.
oSuccessful performance as part of the team is part of each member’s job Membership of a CFT gives members the opportunity to learn more about the entire business and contribute to business performance achievement. It should be seen as an integral part of their job.