Client focus

Bringing excellence to internal or external clients by focusing efforts on discovering and meeting their needs.

Level 1

Entry

Responds to client requests

  • Meets client needs by responding to requests efficiently and effectively.
  • Works to satisfy client and organizational expectations.
  • Remains professional, helpful and responsive to needs.

Level 2

Working

Builds positive client relations

  • Maintains ongoing communications with clients to anticipate and prevent potential problems.
  • Seeks to understand issues from the client's perspective.
  • Keeps clients up-to-date with information and decisions that affect them.

Level 3

Mastery

Evaluates and adapts to client needs

  • Helps clients to clearly define their needs/objectives.
  • Regularly, proactively and systematically interacts with clients or prospective clients to determine their needs.
  • Identifies benefits for the clients and looks for ways to add value.
  • Looks for opportunities to save money or resources for client.
  • Adapts methods, equipment, products or solutions to meet client needs.
  • Adapts schedules and information to meet client needs.

Level 4

Exceptional

Fosters a client-focused culture

  • Seeks out future opportunities and anticipates client needs.
  • Identifies and approaches potential clients.
  • Develops creative and innovative ways of meeting client needs.
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