Being focused on the client, whoever that is — both internal and external to the organization — is a critical component of any successful business and a soft skill that we need to understand and incorporate into any business.

Co-hosts Dr. Tobin Porterfield and Bob Graham explore client focus from two different perspectives — one looking at external customers and the other looking at internal customers.

Among the topics they address:

  • What threats come to from poor customer service
  • How customer service leads to strengthening relationships
  • How language plays into good customer service
  • Sour experiences foretelling of bad reputations
  • Failing to think through what matters to the customers, even if it conflicts with what employees want
  • Collaboration versus siloing as customer service problems
  • Setting shared objectives to deal with a strong client focus
  • Why companies should be looking more closely at external and internal clients
  • Exploring what clients truly need from the organization and how to deliver it
  • Why focus is a key

Next week

We will be exploring the soft skill of being mature, which isn’t about being experienced. They’ll figure it out — or at least attempt to next week on the Serious Soft Skills podcast.

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