Employee Opinion Survey
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Competencies and Items List
Training Needs Analysis
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HR Audit Survey
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Competency: Customer Focus
Actively works to ensure that the customer has a satisfying shopping experience and leaves the store with the desire to return.
Considers customers point of view when making decisions.
Does whatever it takes to make sure the customers' needs are fully met.
Focuses on needs of customers.
Focuses the team on meeting customers' requirements
Makes the extra effort to exceed customer expectations.
Has received few complaints from customers.
Is effective in satisfying customer needs.
Satisfies customers' needs by offering product knowledge and alternative product to meet needs.
Stays focused by seeing all aspects of the store through the customers' eyes.
Understand customer needs
Develops strong customer relationships.
Maintains positive customer relationships.
Develops good rapport and trust with the customer.
Form strong customer relationships
Forms strong customer relationships
Our team's current activities reflect a strong focus on the customer
Has a positive rapport with customers.
Spends time with customers to define their expectations and where improvements can be made
Asks questions and listens carefully to determine customer needs and to ensure that the customer's needs are met.
Listens to and fully understands the customers needs.
Maintains communication with customers.
Communicates regularly with customers to get feedback and performance information.
Evaluates both operating and customer requirements when solving a problem.
Finds ways to measure and track customer satisfaction.
Adjusts priorities to respond to changing customer needs.
Responds to customer needs, questions, and concerns in an accurately timely manner.
Seeks to understand what the customer wants or needs.
Responds to customer objectives and needs.
Ensures all customer commitments & requirements are met or exceeded.
Ensures all customer commitments and requirements are met or exceeded.
Ensures customer commitments are met with quality products and services.
Ensures that customer service standards are maintained while completing sales support tasks by greeting, assisting, and thanking each customer.
Communicates to associates that visual presentation of the store should reflect the customer's point of view and what they would like.
Consistently models positive customer service attitudes.
Displays behaviors that support a broad definition of customer.
Ensures that the customer's needs receive primary focus.
Generates customer-focused solutions that add value to the business.
Acts in an empowered way to handle customer service issues.
Does not hesitate to address customer concerns or complaints.
Follows up to ensure customer needs are met
Has a sense of urgency regarding customer communication and satisfying customer needs.
Provides prompt service to customers.
Solves customer problems in a quick and efficient manner.
Responds quickly to customer problems and needs.
Seeks opportunities to do things that have a positive impact on customers before being asked or forced by circumstances
Turns customer needs into actions and results.
Works extra if needed to assist a customer.
...friendliness and courtesy
...friendliness and courtesy of our customer service representatives/tellers
Expresses courteous attitude with customers.
Is not condescending toward customers.
Is willing to answer questions from customers.
Works with customers to meet their needs.
Understands the importance of addressing customer concerns.
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