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Competency: Customer Focus

• Considers customers point of view when making decisions.
• Does whatever it takes to make sure the customers' needs are fully met.
• Satisfies customers' needs by offering product knowledge and alternative product to meet needs.
• Has received few complaints from customers.
• Stays focused by seeing all aspects of the store through the customers' eyes.
• Focuses on needs of customers.
• Actively works to ensure that the customer has a satisfying shopping experience and leaves the store with the desire to return.
• Focuses the team on meeting customers' requirements

• Develops good rapport and trust with the customer.
• Develops strong customer relationships.
• Maintains positive customer relationships.
• Maintains strong relationships with customers.
• Sets an example for excellent customer relations.
• Builds long term relationships with customers.
• Meets with customers on a regular basis.
• Spends time with customers to define their expectations and where improvements can be made
• Forms strong customer relationships
• Our team's current activities reflect a strong focus on the customer
• Has a positive rapport with customers.
• Form strong customer relationships

• Identifies the most pressing needs of each customer.
• Is aware of the customer's needs.
• Thoroughly understands the needs of the customer.
• Understands what resources are needed to meet customer needs.
• Maintains up-to-date information regarding customer products.
• Understands the needs of the customer.
• Makes sure customer needs are understood by the team members.
• Identifies the core needs of the customer.
• Makes sure team members understand the issues faced by the customer.
• Adapts to changing customer needs.
• Understand customer needs

• Anticipates customer needs.
• Anticipates and proactively resolves issues that the customer may face.
• Anticipates problems that the customer may encounter.
• Anticipates resources needed to meet the customer needs.
• Anticipates potential obstacles to meeting customer needs.

• Helps others in responding to customer needs.
• Prioritizes customer issues to tackle the most pressing needs first.
• Persistent in solving customer issues.
• Prioritizes customer issues based on urgency.
• Satisfies customer needs.
• Consistently meets customer's needs.
• Prioritizes the needs and preferences of the customer.
• Is pro-active in dealing with customers and addressing their needs.
• Is above average in addressing the needs of the customers.

• Accepts responsibility for ensuring customer satisfaction.
• Ensures customers' expectations are met or exceeded.
• Consistently exceeds customer expectations.
• Exceeds expectations of the customers.
• Is aware of what the customer wants to receive.
• Creates documents that meet the customer's specifications.
• Is aware of expectations from customers.
• Makes the extra effort to exceed customer expectations.

• Does not hesitate to address customer concerns or complaints.
• Turns customer needs into actions and results.
• Has a sense of urgency regarding customer communication and satisfying customer needs.
• Follows up to ensure customer needs are met
• Works extra if needed to assist a customer.
• Acts in an empowered way to handle customer service issues.
• Seeks opportunities to do things that have a positive impact on customers before being asked or forced by circumstances
• Solves customer problems in a quick and efficient manner.
• Responds quickly to customer problems and needs.
• Provides prompt service to customers.

• ...friendliness and courtesy
• Understands the importance of addressing customer concerns.
• Expresses courteous attitude with customers.
• ...friendliness and courtesy of our customer service representatives/tellers
• Works with customers to meet their needs.
• Is not condescending toward customers.
• Is willing to answer questions from customers.

• Responds to the needs of the customer.
• Provides a responsive service that meets the needs of customers.
• Takes the initiative in solving difficult customer issues.
• Adapts to changes proposed by the customer.
• Attends to the customer's needs in addition to the specific needs of the project.
• Promptly responds to customers.
• Follows up with any unanswered questions from the customer.
• Addresses customer complaints immediately.
• Responsive to customer needs.
• Is available to respond to customer needs.

• Ensures all customer commitments and requirements are met or exceeded.
• Is committed to resolving customer issues in a positive way.
• Fulfills commitments made to customers.
• Puts customer's needs first.
• Ensures commitments made to customers are completed to the customer's satisfaction.
• Makes customer's needs a top priority.
• Is committed to the success of the customer.
• Delivers on commitments made to customers.
• Views customer satisfaction as an everyday priority.
• Is committed to the customer's success.
• Makes sure their interests are aligned with the customer's interests.
• Ensures that customer service standards are maintained while completing sales support tasks by greeting, assisting, and thanking each customer.
• Ensures all customer commitments & requirements are met or exceeded.
• Ensures customer commitments are met with quality products and services.

• Uses feedback from the customer to help improve the customer's experience.
• Gives feedback to the customer regularly.
• Responds to feedback from customers.
• Obtains feedback to ensure customer needs are being met.
• Regularly receives positive feedback from customers.
• Gets feedback from the customer on a weekly basis.
• Has received good feedback from customers.

• Creates innovative solutions for the customers.
• Creates new and innovative products for customers.
• Tailors innovative products for each customer.
• Creates innovative solutions to meet customer needs.

• Delivers customized solutions for each customer.
• Creates customized solutions for the customer.
• Builds products that meet the unique needs of each customer.
• Tailors solutions to meet the specific needs of each customer.
• Helps customers feel they are receiving services tailored specifically to their needs.

• Is competent in handling difficult customers.
• Manages customer accounts with high degree of competence.
• Competent in managing customer projects.
• Delivers high quality products to the customer.
• Creates high quality products for the customers.
• Effectively troubleshoots customer issues.
• Is competent in handling customer cases.

• Consistently models positive customer service attitudes.
• Communicates to associates that visual presentation of the store should reflect the customer's point of view and what they would like.
• Displays behaviors that support a broad definition of customer.
• Generates customer-focused solutions that add value to the business.
• Is effective in satisfying customer needs.
• Ensures that the customer's needs receive primary focus.

• Looks for opportunities that have a positive impact on customers.
• Focuses on maintaining good relationships with customers.
• Treats customers with courtesy and respect.
• Promotes, implements, maintains and enhances relationships with customers.
• Acts with integrity in all customer interactions.
• Engages with customers on multiple levels.
• Exhibits a positive attitude even when dealing with difficult customers.
• Able to handle difficult customers.
• Builds trust with the customer.

• Creates an environment that enables customers to receive excellent service.
• Is consistent in services provided to customers.
• Provides excellent service to customers.
• Focuses on providing excellent customer service.
• Ensures customers are comfortable with the services provided.
• Helps customers to feel satisfied with our work/services.
• Provides a high level of service to customers.

• Seeks to understand what the customer wants or needs.
• Finds ways to measure and track customer satisfaction.
• Evaluates both operating and customer requirements when solving a problem.
• Responds to customer needs, questions, and concerns in an accurately timely manner.
• Adjusts priorities to respond to changing customer needs.
• Responds to customer objectives and needs.

• Asks questions and listens carefully to determine customer needs and to ensure that the customer's needs are met.
• Is honest in all communication with the customers.
• Interacts with customers to define roles, expectations, and responsibilities.
• Actively listens to concerns from customers.
• Transparent in all communications with the customer.
• Documents customer interactions.
• Has excellent communication with customers.
• Keeps the customer informed of all progress.
• Communicates regularly with customers to get feedback and performance information.
• Listens to and fully understands the customers needs.
• Maintains communication with customers.

• Identifies opportunities that will enhance the customer's experience.
• Provides training to others on how to improve customer service.
• Is focused on improving customer services.
• Uses feedback from customers to help improve services.
• Uses customer feedback to help improve products and services.