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