Customer Centricity

Customer Centricity

Our business exists to address customers’ needs. Quality of service is thus, at the core of our success.
Responsibility for Service does not rest with one department alone. Every employee must strive to create a
customer “Wow” experience.

The three R’s serve as sound guiding principles for effective service and creating a “Wow” customer experience.

• Reliability
• Responsiveness
• Relationship
Customer Centricity

• Reliability: Reliability is about generating trust . Building reliability is not a one- time job. It happens through
consistent efforts. Unless the customer develops trust towards us as individuals or together as a brand, they
would be unwilling to continue.

Subtle actions build reliability. For example- making the right commitments and keeping them, maintaining
turnaround times, providing correct information, minimizing errors, manner of communication, etc. are a
few factors that contribute towards Reliability

• Responsiveness: Customers need to feel acknowledged and assured that their issues and concerns will be
appropriately handled. Responsiveness is about meeting this need. Every customer interaction whether
telephonic or in-person is an opportunity for creating the customer “pleasant” experience.

Sense of urgency in greeting or attending customer calls, or walk-ins, prompt query resolution, timely update
on progress, etc. – these are few examples of factors that determine Responsiveness.
Customer Centricity

• Relationship: When a customer relationship is strong, they subconsciously develop loyalty. Loyal customers
are known to perform better on their loan. Besides, they enhance our business through referrals and
testimonials.

Customer relationships are much beyond following procedures. It is individual specific. Empathy, helpfulness,
personal attention and care etc. are traits in an executive that make a customer want to repeat or continue.
However, it is important to keep business at the core and not confuse with building personal attachments

Conclusion: Opportunity for creating a customer “Wow” experience always exists. One must not wait for a certain
event to occur before we can work upon it. Instead, we must be proactive in identifying these opportunities and
constantly striving in that direction

A proactive approach is always preferred to a reactive one. Since inception, employees at HomeFirst have
continuously sought and worked upon feedbacks, process improvements, product innovations, technology
upgrade and every possible way to enhance customer experience
 Thank You
Happy Learning
Differentiation | Productivity | Profitability