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 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.
NOTE: All employees and positions in the following exercises are fictional.
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.
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.
To see how Hal was rated on Responsiveness, click on the Self Check below.