Skip to Content

3.2 Customer Focus

Efficiently and effectively addressing the needs of clients/customers.

  • 3.2.1 Providing Personalized Service
    • Actively listens to customers to understand customer needs and goals
    • Provides prompt, efficient, and personalized assistance to meet the requirements, requests, and concerns of customers
    • Provides thorough, accurate information to answer customers’ questions and informs them of commitment times or performance guarantees
    • Actively looks for ways to help customers by identifying and proposing appropriate solutions and/or services
  • 3.2.2 Acting Professionally
    • Is pleasant, courteous, and professional when dealing with internal or external customers
    • Develops constructive and cooperative working relationships with customers, and displays a good-natured, cooperative attitude
    • Is calm and empathetic when dealing with difficult customers
  • 3.2.3 Keeping Customers Informed
    • Follows up with both internal and external customers during projects and following project completion
    • Keeps clients up to date about decisions that affect them
    • Seeks the comments, criticisms, and involvement of customers
    • Adjusts services based on customer feedback