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Non-Customer-Centric Attitude
To Anyone who Can Lend Some Advice -
Among other duties, I'm the Director of Support for a fast-growing software company. As most call-centers are, we are bombarded at every turn with both internal and external requests for Support. Our TRUE definition is more of a "Support Center" and not a Call Center. We deal with large financial institutions world-wide - everything is real-time, and real money. The overall average attitude is that my staff is not Customer-centric. What is the best way to:
1.) Stress the importance of being Customer-centric
2.) Relieve Stress
3.) Get my staff to realize that if it weren't for the Customer's, we wouldn't be here; and,
4.) What is the best way to go about doing this without being the "hard boss" that I'm not?
Seeking guidance ...
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Director, I&S
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