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
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.