Operations-focused companies hire based on skill, looking only at education and experience with no consideration of how the applicant’s personality fits into the corporate culture. Potential employees must have personalities and core values that align with the company’s culture, vision, and mission in addition to their technical skills. Hiring: At a customer-focused company, skill alone won’t get an applicant hired. In an operations-focused company, the employee must seek a manager’s approval for anything outside of their policies or rules. As long as they don’t do anything illegal or immoral, harm the company’s reputation or cost the company money (and sometimes that’s even OK), they are empowered to act with the customer in mind. Instead of strict rules, they have more relaxed guidelines and are encouraged to find ways to take care of the customer. Here are some areas that differ between customer-focused companies and operations-focused companies:Įmpowerment: Employees in a customer-focused company are given the freedom to make decisions for the benefit of the customer. The companies that really understand customer service have a different focus. Many companies that claim to offer good customer service, in reality, are grounded in an operations mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory.
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