Definition and Behavioral Indicators of Customer Focus/Service

CUSTOMER FOCUS/SERVICE – Keeps internal and/or external customer(s) in mind at all times.  Strives to proactively address customer concerns and needs.  Assists business partners and customers  achieve their work goals via application of their own skills and knowledge; strives to provide consistent customer satisfaction.

For example: 

  • creates opportunities for customers to clarify and prioritize  business expectations
  • enlists the agreement and support of customers before moving forward with key decisions
  • follows up with customers to make certain they are satisfied and ask whether further assistance is necessary
  • actively listens to customers and involves them in all stages of planning
  • views situations from the perspective of the customer
  • talks easily with customers about their need
  •  discusses options with customer for alternate ways to meet expectations efficiently and cost-effectively, etc.