Is based on the ability to understand internal/external client’s needs and concerns in the short to long-term and to provide sound recommendations and/or solutions.
- Responds to and anticipates client needs in a timely, professional, helpful and courteous manner, regardless of client attitude
- Clearly shows clients that their perspectives are valued
- Strives to consistently meet the service standards
- Follows-up with clients during and after the delivery of services to ensure that their needs have been met.
- Keeps clients up-to-date on the progress of the service they are receiving and changes that affect them.
- Ensures service is provided to clients during critical periods.
- Prioritises clients’ issues and address them accordingly.
- Brings together aspects of a trend or policy into a clear picture for others to understand.
- Looks for ways to add value beyond clients’ immediate requests and acts on them.
- Anticipates clients’ upcoming needs and concerns.
- Explores and addresses long-term client needs.
- Acts as a seasoned adviser, providing independent opinions on complex client problems and novel initiatives, and assists with handling priority issues.
- Gives the client constructive feedback about issues/problems encountered.
- Advocates on behalf of clients to senior management, identifying approaches that meet the clients’ needs as well as those of the organisation.
- Builds client’s confidence using own personal reputation and expertise.
- Knows when it is appropriate to push clients to consider difficult issues and acts accordingly.
- Determines strategic direction and long-term opportunities to best meet clients’ evolving needs.
- Monitors, evaluates and, as needed, renews the client service model and service standards.
Organisation for Economic Co-operation and Development (OECD), Competency Framework (2014). https://www.oecd.org/careers/competency_framework_en.pdf