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Competency Model
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Customer Focus
  • Understanding customer needs
      Demonstrates a desire to understand customer needs; listens to what customers are saying and asks questions as appropriate; demonstrates awareness of client goals.
  • Providing personalized service
      Provides prompt, efficient and personalized assistance to meet the requirements, requests, and concerns of customers; provides thorough, accurate information to answer customers questions and inform them of commitment times or performance guarantees; actively looks for ways to help customers by identifying and proposing appropriate solutions and/or services; establishes boundaries as appropriate for unreasonable customer demands.
  • Acting professionally
      Is pleasant, courteous and professional when dealing with internal or external customers; develops constructive and cooperative working relationships with customers, and displays a good-natured, cooperative attitude; is calm and empathetic when dealing with hostile customers.
  • Keeping customers informed
      Follows up with customers during projects and following project completion; keeps clients up to date about decisions that affect them; seeks the comments, criticisms and involvement of customers; adjusts services based on customer feedback.
Related Competency Model Resources: Search for additional resources
Resource NameDeveloper NameResource TypeTier Type 
Career Connections Virginia's Career and Technology Education Resource Center Competency Model
Curriculum Model 		Foundation Detail...
NIH Core Competencies National Institutes of Health Competency Model Foundation Detail...
English for Hospitality Sed de Saber Curriculum Model Foundation Detail...
Certificate of Customer Service Tennessee Valley Public Power Association Curriculum Model Foundation Detail...
Workplace Success Skills (WSS) Learning Resource, Inc. Assessment Foundation Detail...
Customer Service Skills (CSR) Learning Resource, Inc. Assessment Foundation Detail...
Workforce Skills Certification Assessment Portfolio (CAP) CASAS - Workforce Skills Certification System Assessment
Work Readiness Credential 		Foundation Detail...
Employee Development Competency Matrices National Highway Institute Competency Model Foundation Detail...
Employability SkillsUSA Work Force Ready System Assessment
Competency Model 		Foundation Detail...

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