Customer centricity

1. Customer Centricity
Customer centricity means putting the customer first and at the centre of
everything that you do. It is about understanding the customer so you can
anticipate their wants, needs and communication preferences and thereby
creating a meaningful experience and building lasting relationship with them.
Objectives of customer centricity:
 Align your company with the customer- Customer is the base of a company
because a company earns through the customers therefore it is most
important to align the company with the customers by providing what they
want and satisfying them.
 Prioritize customer needs- You need to prioritize to what the customer is
exactly demanding for and fulfill their needs by providing them the
solutions to their problems as and when they reached out to you.
 Listening the customer- It is very important to first listen what your
customer is asking for and understanding their query or need and then
providing the solution accordingly.
 Deliver a positive customer experience- By being aware of customer need
from the beginning till the end creates a positive experience for the
customer thereby satisfying them with the appropriate solutions required.
Soft skills

2. Soft skills refer to a person’s knowledge and occupational skills. Soft skills include
attributes and personality traits that help people to interact with others and
succeed. Examples of soft skills include the ability to communicate with
prospective clients, mentor your co-workers, lead a team, follow instructions,
and get a job done on time. People with good soft skills can help companies
achieve higher levels of efficiency and productivity.
Types of soft skills
 Communication Skills- It refers to how you communicate
with clients, customers, colleagues, employees, employers, and almost
everyone connected to the concerned work.
 Leadership Skills- Leadership skills include abilities to lead a
team, make decisions and work for the benefit of the company and the
team keeping aside the personal viewpoints, biases, and conflicts.
 Teamwork- It is the most important skill in customer service sector
because teamwork leads to success of the company. It includes
coordinating with the team members well and briefing them with every
required data so that their efficiency and effectiveness can be maintained.
 Time Management- It is the most important skill because how
well a person manages with time and provides accurate and timely
resolutions to the customers creates a positive and happy experience for
the customers.