Service orientation

Management behavioural competency (PDF, 132 KB)

Definition: Acts with the needs of stakeholder(s) in mind by establishing a rapport with the other party. Involves putting oneself into the mindset of the stakeholder and facilitating delivery of solutions that meet their underlying and unexpressed needs. It implies a genuine desire to assist others while developing and maintaining strong relationships with them. Focuses one’s efforts on discovering and meeting the needs of client(s), while balancing NRC’s key business and strategic priorities. Stakeholder is broadly defined, including internal or external individuals, customers, groups or organizations.

Scale progression: The scale progresses based on the depth of understanding of and response to the other party's needs.

Level 1

Maintains clear communication

  • Follows through, when asked, on stakeholder inquiries, requests and/or complaints in a friendly, cheerful manner.
  • Keeps stakeholders informed about progress of projects; provides useful advice, information and expertise.
  • Provides customers with timely, effective information, products and services.
  • Is prompt and courteous in ensuring that the customer's immediate needs or complaints are satisfied.
  • Asks questions of the other party to maintain clear communication regarding mutual and realistic expectations, desires or needs for improvement; monitors satisfaction.

Level 2

Takes responsibility and personal pride in providing support, advice or services

  • Takes personal responsibility for correcting service problems promptly and non-defensively; responds promptly to client concerns and ensures that they are aware of what actions are being taken.
  • Explains the rationale for decisions and/or outcomes to the client.
  • Works cooperatively with other departments and/or agencies to meet client needs.

Level 3

Acts to make things better and to provide better service

  • Thinks and acts in the best interest of the client with a mindset of improving service and/or solutions.
  • States candidly what can be done to meet others' needs, offering innovative/creative solutions to problems.
  • Meets and/or exceeds stakeholders' expectations.
  • Defines value of service from the point of view of the client.
  • Makes self fully available, especially when client is going through a critical period. (e.g., spends extra time and effort with client when the client needs it).

Level 4

Nurtures relations; addresses underlying stakeholders needs

  • Understands the stakeholder's business issues and/or seeks information about his or her underlying needs, beyond those expressed initially.
  • Shows a genuine interest in "connecting" with the other party over the longer term; learns to know more about the stakeholder in order to enhance the relationship and provide a better service.
  • Adds value by taking action beyond normal expectations; demonstrates a "client first" orientation by working to remove barriers and identifying new/creative approaches to providing top-notch client service.
  • Commits to doing (or having others do) additional work/research in order to solve a stakeholder's problem or surpass their need(s).
  • Continually seeks information from multiple sources about a client's underlying or future needs.

Level 5

Uses a long-term perspective; acts as a trusted advisor

  • Becomes involved in the stakeholder's decision-making process, while remaining objective, impartial and upholding the ethical principles of NRC.
  • Builds an independent opinion on the stakeholder needs, problems/opportunities, and possibilities for implementation; may act on this opinion (e.g., recommends approaches which are new and different from those requested by the other party).
  • Anticipates challenges and opportunities for high value customer/client segments; proactively seeks and structures new solutions in clients' best interests.
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