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3.2 Customer Focus

Efficiently and effectively addressing the needs of clients/customers.

    3.2.1 Understanding customer needs
    • Identify internal and external customers.
    • Attend to what customers are saying and ask questions to identify their needs, interests, and goals.
    • Anticipate the future needs of the customer.
    3.2.2 Providing personalized service
    • Provide prompt, efficient, and personalized assistance to meet the requirements, requests, and concerns of customers.
    • Provide thorough, accurate information to answer customers' questions and inform them of commitment times or performance guarantees.
    • Address customer comments, questions, concerns, and objections with direct, accurate, and timely responses.
    • Identify and propose appropriate solutions and/or services.
    • Establish boundaries as appropriate for unreasonable client demands.
    3.2.3 Acting professionally
    • Exhibit pleasant, courteous, and professional behavior when dealing with internal or external customers.
    • Develop constructive and cooperative working relationships with customers.
    • Remain calm and empathetic when dealing with hostile customers.
    3.2.4 Keeping customers informed
    • Follow up with customers during projects and following project completion.
    • Keep customers up to date about decisions that affect them.
    • Seek the comments, criticisms, and involvement of customers.
    • Adjust services based on customer feedback.