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This behavior regularly assesses customer service levels and identifies creative, viable ways to drive substantial improvement.
What is ‘searching for ways to improve customer service'?
This behavior, when mastered, permits an individual contributor to dig deeply into customer feedback and drive innovation to better meet their needs.
What is ‘internalizing customer feedback and providing innovative ideas'?
This Manager behavior stays attuned to emerging customer needs and ensures that gaps in the workgroup's abilities are addressed before they become a problem.
What is ‘addresses gaps in the workgroup’s ability to meet emerging customer needs'?
This developed behavior allows Contract Specialists to determine some emerging customer needs in the future and make recommendations.
What is ‘Independently anticipates and meets customer needs'?
Maintaining open channels of communication with customers, and ensuring that they are satisfied, demonstrate mastery of this behavior.
What is ‘Following up with customers to ensure problems are solved'?
This behavior forecasts subtle changes in customer priorities and expectations, and makes regular efforts to adjust the approach to ensure needs are always met.
What is ‘Independently anticipates and meets customer needs'?
An important core competency, focusing on this allows you to build strong customer relationships and deliver customer-centric solutions.
What is 'Customer Focus'?
A person demonstrating a developed form of this managerial behavior is able to see the gaps in the team’s ability to meet the customer’s needs, and creates an action plan to remedy these issues.
What is ’addresses gaps in the workgroup’s ability to meet the emerging customer needs'?
This Manager behavior ideally creates an environment in which team members feel a strong sense of ownership and accountability toward creating the best possible customer experience.
What is ‘holding others accountable for meeting customer needs?’
This Manager behavior skillfully aligns and integrates organizational processes with those of customers, leading to substantial improvements in service.
What is ‘aligns business processes to work with those of customers'?