Core Competencies - Organizational
Customer Service
Definition:
Commits to satisfying internal and external customers.
Key Behaviors
- Treats customers courteously
- Responds to customer requests in a timely manner
- Elicits feedback from customers to monitor their satisfaction
- Considers both short and long-term interests of the customer in making service decisions
- Proactively identifies customer needs
- Takes responsibility to resolve customer complaints
- Takes business or personal risks to serve customers’ long-term interests
- Creates strategies to help the organization serve customers more effectively
Proficiency Levels
- Expert: Models, leads, trains, and motivates multiple levels of personnel to be excellent in service focus.
- Advanced: Even in the most difficult situations, elicits feedback from customers, creates strategies to help the organization serve customers more effectively, considers both short and long-term interests of the customer in making service decisions, and takes risks to serve these interests.
- Intermediate: Usually elicits feedback from customers, creates strategies to help the organization serve customers more effectively, considers both short and long-term interests of the customer in making service decisions, and takes risks to serve these interests.
- Basic: Sometimes treats customers courteously, responds to their requests in a timely manner, proactively identifies customer needs, and takes responsibility to resolve complaints.
- Awareness: Demonstrates common knowledge or understanding of service focus, but may avoid or miss opportunities to satisfy customers.
