Customer Focus

Customer Focus Defined: Is responsive to the expectations and needs of internal and external customers; provides quality customer service by creating a welcoming and supportive environment; always acts with the student in mind; anticipates future needs and identifies opportunities to remove barriers; is consistent and timely in delivering on commitments and resolving customer issues.

Category Word Cloud

The Word Cloud text annotation indicator

above was created from the definitions contained in the category Customer Service and the related Critical Success Factors. Only those definitions under the levels of achievement for the Excels and On Target were included in the Cloud. Note how the words customer, needs, expectations and service are predominant.

Customer Focus Exercise 1: Rate Approachability

Rachel has been working as a Staff Assistant for 2 years. Among her various responsibilities are assisting full time and adjunct professors throughout the semester, directing or assisting students who come into the office or call with questions, and working with the budget.

To see how Rachel was rated on Approachability, click on the Self Check below.

How would you rate Rachel on Approachability based on the following scenario?

Rachel is a dependable, friendly, high energy person. When someone walks into her office they are always greeted with a smile and a friendly "Hello, how can I help you?"

Occasionally she has to work with faculty members who are getting ready for class and find that a handout or test they had printed for class has not been delivered by the printing company. Rachel's typical response is to remain calm and find a suitable solution.

She has learned about the processes that students must follow to apply, register and resolve problems. After listening to their request, she usually knows what questions to ask so that she can handle the situation herself or direct the student to the appropriate person or office.

a. Excels:

Sought out by others due to unrivaled willingness to help; always displays self-control and a positive attitude, even when handling difficult people or situations; always demonstrates genuine interest and empathy.
b. On Target:

Is easy to approach and talk to; pleasant and able to maintain composure when faced with difficult situations; puts others at ease; builds trust and rapport; displays genuineness; is a good listener.
c. Acquiring:

Continues to develop composure in a variety of settings; may be uncomfortable when approached with certain situations which projects to others; shows the ability to enhance skills needed to listen carefully and clarify meanings.
d. Needs Improvement:

May be seen as unapproachable in certain situations; often demonstrates negative or disingenuous behaviors; actions and non-verbal responses may be inconsistent or inappropriate to the situation.
e. Unsatisfactory:

Unapproachable; is unpleasant, pessimistic and difficult to be around; is abrasive when interacting with others; creates tension; projects attitude of superiority and finds fault with others; is dismissive of others concerns or ideas.

Customer Focus Exercise 2: Responsiveness

Hal began working as the Manager of Landscaping 6 months ago. He is an expert at his job, does outstanding work and the grounds have never looked better. Hal supervises a staff of three.

How would you rate Hal on Responsiveness based on the following scenario?

Hal has done a terrific job on the grounds since he began 6 months ago and has demonstrated the ability to learn very quickly. As an employee who is often working outside, Hal is sometimes approached by students looking for directions or information. Hal does his best to assist but he needs a little more time and exposure to learn the process and procedures of other departments. He has been actively working to learn the functions and locations of the various departments of the College.

a. Excels:

Consistently knows when extra effort is necessary and intuitively reacts to customer needs; displays a high level of dedication in everyday situations; goes above and beyond to ensure needs are met; regularly surprises customers with unexpected levels of service.
b. On Target:

Actively seeks information to understand and anticipate customer needs; shows initiative and takes action to ensure expectations are met and issues resolved; takes ownership and is accountable.
c. Acquiring:

Developing a proficiency in seeking information from others to ensure customer needs are met; learning more about College services to best assist customers; will benefit from exposure to those who demonstrate a high degree of responsiveness.
d. Needs Improvement:

Inconsistently solicits appropriate information to assist with customer needs; does not always follow through to fulfill customer expectations; often does not accept responsibility for actions and decisions.
e. Unsatisfactory:

Does not demonstrate the ability to gather information and take action to ensure customer expectations are met; often fails to deliver on customer needs; does not exhibit initiative or take ownership in responding to requests.