KEY ACTIONS
- Seeks to understand customers – Actively seek information to understand customers’ circumstances, problems, expectations, and needs.
- Educates customers – Shares information with customers to build their understanding of issues and capabilities.
- Builds collaborative relationships- Builds rapport and cooperative relationships with customers.
- Take action to meet customer needs and concerns – Considers how actions or plans will affect customers; responds quickly to meet customer needs and resolve problems; avoids overcommitments.
- Sets up customer feedback systems – Implements effective ways to monitor and evaluate customer concerns, issues, and satisfaction and to anticipate customer needs. ( Customer Focus)