Posts tagged ‘customer service orientation’

March 4, 2011

Customer Service Orientation

No1 in the series on aspects of Customer Service Personality

Of all the facets of personality that are fundamental to outstanding customer service delivery, Customer Service Orientation is arguably the most elemental.  By that I mean, even if an employee has every other quality in abundance, if they yet lack Customer Service Orientation, they may struggle to deliver excellent customer service. 

For example, a customer service representative could be highly resilient, have a strong drive to achieve and possess a good degree of interpersonal understanding, but if they do not also have a real commitment to customer service and a motivation to please the customer, when more challenging customer interactions occur, they may find that they cannot effectively tune into or deliver what customers seem to want.  

Not only that, but it tends to be very clear to customers when a customer service representative is particularly high or low on Customer Service Orientation. It determines both effort and time given to listening and trying to help the customer and so tends to be a primary feature of the customer service interaction for customers.  Because of this, it is likely to be one of the most significant contributors to how the customer feels about their contact with the organisation and has the potential to shape their overall evaluation of the organisation.

What Exactly is Customer Service Orientation?

Customer Service Orientation, or by some of its other names, Service Orientation, Customer Focus, Customer Excellence etc, is the psychological manifestation of  the belief that customers and their perspectives are of the highest value and consequence in an organisation. 

Any description of Customer Service Orientation would therefore draw on values, feelings, attitudes and preferred patterns of responsive and proactive behaviour that predispose an individual to the delivery of outstanding customer service. 

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