Who Is YOUR Customer? Understand Who Your Customer Is to Provide Great Customer Service


The team at Quincy CFO was recently treated to a seminar hosted by an entrepreneur that has grown a nationwide retail business. During the seminar, he spoke heavily about the customer experience and how the customer is everything to a retailer.

We all love to hear that a company focuses on its customers, but customer service is expected in retail services. For the areas of your business that are not facing the ultimate buyer – accounting, HR, facilities, IT – customer service can seem a little more puzzling. For example, how can your accounting department be successful in customer service?

During the presentation, the entrepreneur reminded the audience that not everyone at the company has the same customer. The people in the store have to please the buyer, the people in the accounting department have to please the store managers, the controller has to please the CFO and the CFO’s biggest customer is the CEO.

When you look at customer service from that angle, providing great customer service regardless of where you work or what position you have becomes a lot easier to manage.

In the back office, here is how you can provide the best customer service possible.

  1. Know your responsibilities. If you don’t have a job description, get one! If you don’t know the job description of your peers, ask to see them. 
  2. Understand the bigger picture so that you can prioritize. When tasked with a responsibility, understand what the requestor is going to do with the information so that you can better prioritize your tasks.
  3. Don’t miss deadlines. You never know what the next person is going to do with that data and how important that data is to the completion of a project. Of course, we all miss deadlines sometimes, so give an appropriate heads up to the requestor if you are going to be late.
  4. Take pride in your work. Don’t send it out with typos, send the worksheet properly formatted to print, and PLEASE be sure you have answered the original question requested of you.

Customer service is not just the last bastion of recovery for a poor customer experience, but evidence of your company’s warmth and humanity. If your back office team needs help understanding how better to serve their customer, contact us at info@QuincyCFO.com and let us know how we can help.

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