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Want to learn more? Take a deep dive…

Conner, C. (2013, August 16). Why every organization needs a standard response time policy.
Forbes.
DeRose, C., & Tichy, N. (2013, July 1). Here’s how to actually empower customer service
employees. Harvard Business Review Blog Network.
Rosenbaum, M. (2012, March 20). Engage your customers, don’t just satisfy them. Fox Business.

Stark, K., & Stewart, B. (2013, January 10). Nurture your most profitable customers. Inc.

Job assignments
• Manage a dissatisfied internal or external customer; troubleshoot a performance or quality problem
with a product or service.
• Train customers in the use of the organization’s products or services. Collaborate with them. Make
them feel involved.
• Work a few shifts in the telemarketing or customer service department, handling complaints and
inquiries from customers. Experience your customers firsthand.
• Spend time with internal or external customers. Write a report on your observations, and present it to
the people involved.
• Do a customer satisfaction survey in person or by phone, and present the results to the people
involved.

Take time to reflect…

If you don’t think customers figure into your role…
…then remember that, whatever your job description, customers are part of it. Frontline or
internally facing, you have a responsibility to customers in some way—recognize it and act upon
it.

If you view customers as statistics rather than stakeholders to be served…
…then recognize the danger of thinking of them in this cold, impersonal way. You probably need
them more than they need you. Give them a reason to come to you. Give them better reasons for
staying.

If you know there are barriers to customers being happy…
…then take steps to break them down. Find a way through them. Explore options for getting over
them. A blocker to customer delight is a blocker to the organization’s success.

© Korn Ferry 2014-2015. All rights reserved. WWW.KORNFERRY.COM

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