[offshore_accordion][offshore_accordion_panel title=”Competency Definition” open=”yes”]Service Orientation implies a desire to identify and serve customers/clients, who may include the public, colleagues, partners (e.g. Non-government organizations, voluntary social workers, etc.), co-workers, peers, branches, ministries/agencies and other government organizations. It means focusing one’s efforts on discovering and meeting the needs of the customer/client.[/offshore_accordion_panel][offshore_accordion_panel title=”Behavioural Indicators”]
Acts as a trusted advisor; becomes involved in customer’s/client’s decision-making process. |
Builds an independent opinion on client/customer needs, problems, or opportunities and possibilities for implementation. |
Acts on this opinion (e.g., recommends approaches that are new and different from those requested by the client/customer). |
Delivers services via internal/external sources that balance policy objective and client needs |
Supports client-centered delivery performance targets |
Takes personal responsibility for quality of service |
Coaches personnel on a client-centered approach |
Seeks constant feedback and act on client feedback |
Advocates the intangible benefits of indulging in philanthropic services |
Puts in personal time and effort to make people happy |
Understands customers’ needs and match them to services or products |
Seeks ways to increase customers’ satisfaction and loyalty |
Gladly offers appropriate assistance |
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Level 5 |
Knows the customer’s/client’s issues and/or seeks information about the real underlying needs of the customer/client, beyond those expressed initially. Matches these to available (or customized) services. Works with a long-term perspective in addressing a customer’s/client’s problems. May trade off immediate costs for the sake of the long-term relationship. Looks for long-term benefits to the customer/client. |
Level 3 |
Distributes helpful information to clients/customers. Ensures professional and courteous service. Takes personal responsibility for correcting customer/client-service problems. Corrects problems promptly and undefensively. Makes self fully available, especially when the client/customer is going through a critical period. For example, takes actions beyond normal expectations or may change the process to ensure accessibility to information or assistance. |
Level 1 |
Does not participate unless asked by authorities to do so. Considers such tasks to be a bother and finishes them within minimal timeframe. Services with a grumpy expression and complains if some customer demands better treatment. Avoids follow through on customer/client inquiries, requests, and complaints. Keeps customers/clients up-to-date about progress of projects if customer asks for it. Maintains clear communication with customers/clients regarding mutual expectations, monitors client satisfaction. |
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