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3.2 Client/Stakeholder Focus

Efficiently and effectively addressing the needs of clients.

  • 3.2.1 Understanding client needs
    • Identify internal and external clients/stakeholders.
    • Attend to what clients/stakeholders are saying and ask questions to identify their needs, interests, and goals.
    • Anticipate the future needs of the client/stakeholder.
  • 3.2.2 Providing personalized service
    • Provide prompt, efficient, and personalized assistance to meet the requirements, requests, and concerns of clients/stakeholders.
    • Provide thorough, accurate information to answer clients’/stakeholders’ questions and inform them of commitment times or performance guarantees.
    • Define the service needs of project stakeholder or product consumers so as to reflect their values and requirements.
    • Address client/stakeholder 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.
    • Acting professionally.
    • Is pleasant, courteous, and professional when dealing with internal or external clients/stakeholders.
    • Develop constructive and cooperative working relationships with clients/stakeholders.
    • Is calm and empathetic when dealing with hostile clients/stakeholders.
  • 3.2.3 Keeping clients/stakeholders informed
    • Follow up with clients/stakeholders during projects and following project completion.
    • Keep clients/stakeholders up to date about decisions that affect them.
    • Seek the comments, criticisms, and involvement of clients/stakeholders.
    • Adjust services based on client/stakeholder feedback.