Customer Service Orientation

Definition
Customer Service Orientation is the willingness and ability to give priority to customers, delivering high quality services which meet their needs.

This behaviour is about fully understanding customer needs in order to develop and deliver appropriate services.

Sub skills
Level 1 - " Delivers a service" 

Keeps customers up to date and informed. Acts promptly to ensure customer problems are resolved. Makes him- or herself available to the customer. Interacts well with all customers. Understands that each customer is different. Delivers what is expected, not what they think the customer wants or needs.

Level 2 - " Adds value" 

Thinks about the customer when undertaking day-to-day work. Questions "how is this adding value for the customer?" Makes decisions with the customer in mind. Takes pride in delivering a high quality product or service. Investigates service delivery and provides solutions to problems.

Level 3 - " Addresses underlying needs" 

Takes time to question and understand the real, underlying needs of customers, beyond those initially expressed. Establishes systems to collect customer feedback. Focuses resource without bias on priority areas and/or key customer groups.

Level 4 - " Serves long term interests" 

Always works closely with customers, developing an independent view of their needs and acting in their long-term interest. Moves customer thinking forward, helping them understand issues beyond their day-to-day work.

Assessment
Current methods used to assess ability in the skill.

Benchmarks
Statements that could serve as comparators for ability.

Relevant Higher Order Skills
Behavioural skills