This document provides guidance on how to be customer-focused. It recommends taking a top-down approach where senior executives, managers, and front-line staff are all focused on pleasing customers. A customer-focused company prioritizes staff training, recognizes employees who balance efficiency with satisfaction, and uses a participative management style where promotion is based on skills and seniority. Developing a friendly attitude, expanding the definition of service, and reconsidering who customers are are some basic elements of good customer service.

1. How to be Customer-Focused
Front-End Customer Service Training
Revenue Cycle Department

2. Seeks to Please Customers
Order Matters – Customer-Focus Requires a Top-
Down Approach
1. CEO/ Senior Executives
2. Managers/ Supervisors
3. Front-Line/ Clerical Staff

3. Qualities of a Customer-Focused
Company
• Staff members recognized for balancing efficiency
with customer satisfaction.
• Managers focus on helping staff do their jobs
well.
• Promotion based on good service skills and
seniority.
• Staff training a high priority.
• Staff know who their customers are.
• Participative management style is common.
• Long-term thinking is the rule.

4. Basic Service Elements
• Developing a customer-friendly attitude.
• Expanding your definition of service.
• Reconsidering who your customers are.