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Competency and Development Guide

In:

Submitted By azlees81
Words 22003
Pages 89
CUSTOMER SERVICE ORIENTATION
Definition:

Customer Service Orientation is an ability to see things from both the customer’s and the organization’s viewpoint and a willingness to consider both, even when they conflict, in coming to decisions. It is the desire to help or serve others, to meet their needs. It means focusing one’s efforts on discovering and meeting the consumer or client’s needs. “Customer” includes internal and external colleagues, clients, consumers, or anyone that the person is trying to help.

This Means... This Doesn’t Mean...
• being patient and polite with others • providing efficient but impersonal service
• taking responsibility to resolve a client’s problem even if it goes beyond the normal demands of the job • washing your hands of a client’s problem by passing it on to someone else
• discussing with the client his or her needs and satisfaction with service delivered • assuming the client will let you know if there is a problem
• taking ownership for correcting client concerns • giving someone else the responsibility for a difficult client problem
• questioning the clients to better understand their needs and their concerns • saying as little as possible so that you can get this call over
• using your knowledge to think through what would be best for the client organization, and acting accordingly • doing what is faster and easiest for you
• understanding the viewpoint and objectives of different customers and why these can, at times, conflict with the interest of the organization • steering clear of trying to deal with the sometimes conflicting needs and viewpoints of different people
• knowing how to fulfill the spirit of the major initiatives and procedures without following them step-by-step • blatantly ignoring established rules and procedures from the organization and only acting on behalf of the client

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