Levels of customer focus skill
Levels of customer focus skill
Level A
• Able to identify current and potential customers and ensures quality customer service at all times.
• Follows through on customer queries, requests and complaints.
• Collaborates to reach agreement.
Level B
• Works to understand and anticipate the customer’s current and future requirements.
• Takes personal responsibility for maintaining regular and clear communication with customers, for correcting customer service problems and following up to ensure the customer is satisfied.
• Ensures mutual benefit.
Level C
• Becomes intimately involved in and ‘expert’ on the customers business.
• Seeks mutual gain partnership with key customers.
• Reviews activities to ensure that thinking and actions are focused on customer needs.
• Works with a long-term perspective in addressing customer needs.
• Takes a partnership approach.
• Looks for long-term benefits to the customer
Level D
• Fully familiar with customer research so that strategies meet customer needs.
• Actively analyses and reviews marketplace so as to take advantage of potential growth opportunities.
• Negotiates critical business interests with significant internal and external stakeholders and builds partnerships with them.
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