Efficiently and effectively addressing the needs of clients/customers.
- 3.2.1 Understanding customer needs
- Identify internal and external customers.
- Attend to what customers are saying and ask questions to identify customer needs, interests, and goals.
- Anticipate the future needs of the customer.
- 3.2.2 Providing personalized service
- Provide prompt, efficient, and personalized assistance to meet the requirements, requests, and concerns of customers.
- Provide thorough, accurate information to answer customers’ questions and inform them of commitment times or performance guarantees.
- Address customer comments, questions, concerns, and objections with direct, accurate, and timely responses.
- Identify and propose appropriate solutions and/or services.
- Establish boundaries as appropriate for unreasonable customer demands.
- Communicate in the medium desired by the customer.
- 3.2.3 Acting professionally
- Is pleasant, courteous, and professional when dealing with internal or external customers.
- Develop constructive and cooperative working relationships with customers.
- Is calm and empathetic when dealing with hostile customers.
- 3.2.4 Keeping customers informed
- Follow up with customers following provision of service.
- Keep customers up to date about decisions that affect them.
- Seek the comments, criticisms, and involvement of customers.
- Adjust services based on customer feedback.