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3.4 Marketing and Customer Focus

Actively looking for ways to identify market demands and meet the customer, client, or stakeholder need.

  • 3.4.1 Understand customer needs
    • Identify internal and external customers
    • Demonstrate a desire to understand customer needs
    • Anticipate the future needs of the customer
    • Ask questions as appropriate
    • Demonstrate awareness of client goals
    • Demonstrate awareness of the impact of the project's carbon footprint
  • 3.4.2 Provide personalized service
    • Provide prompt and efficient responses to meet the requirements, requests, and concerns of customers
    • Provide thorough, accurate information to answer customers' questions and to meet commitment times or performance guarantees
    • Actively look for ways to help customers by identifying and proposing appropriate solutions and/or services
    • Establish boundaries as appropriate for unreasonable customer demands
  • 3.4.3 Act professionally
    • Be pleasant, courteous, and professional when dealing with internal or external customers
    • Develop constructive and cooperative working relationships with customers
    • Remain calm and empathetic when dealing with hostile customers
    • Uphold the company and product brand in interactions with others
  • 3.4.4 Keep customers informed
    • Follow up with customers during projects and following project completion
    • Keep clients up to date about decisions that affect them
    • Seek the comments, criticisms, and involvement of customers
    • Adjust services based on customer feedback
    • Address customer comments, questions, concerns, and objections with direct accurate and timely responses