Anticipates and adapts to client needs Considers the strategic • Maintains ongoing Responds to client direction of client focus communication with requests • Communicates the clients. • Identifies client needs organization’s mission, • Regularly and and expectations. Fosters a client-focused vision and values to Builds positive client systematically contacts • Responds to requests culture external clients. Relations clients or prospective efficiently and effectively. • Tracks trends and • Strategically and • Contacts clients to clients to determine their • Takes action beyond systematically evaluates developments that will needs. follow up on services, explicit request within affect own organization’s new opportunities to solutions or products to • Uses understanding of develop client established service ability to meet current client’s perspective to ensure that their needs standards. and future client needs. relationships. Identifying and have been correctly and identify constraints and responding to • Refers complex • Identifies benefits for • Creates an environment effectively met. advocate on their behalf. current and future questions to a higher clients; looks for ways to in which concern for • Understands issues • Works with clients to decision-making level. add value. client satisfaction is a key client needs; Client Focus from the client’s adapt services, products • Meets client needs in a • Seeks out and involves priority. providing service perspective. or solutions to meet their • Links a comprehensive excellence to respectful, helpful and clients or prospective • Keeps clients up-to- needs. internal and responsive manner. clients in assessing and in-depth date with information • Encourages co-workers • Seeks feedback to external clients services, solutions or understanding of clients’ and teams to achieve a and decisions that affect develop a clear long-term needs and products to identify ways them. high standard of service understanding of client to improve. strategies with current • Monitors services excellence. needs and outcomes. • Establishes service and proposed provided to clients and • Anticipates areas where • Uses client satisfaction projects/initiatives. standards and develops makes timely support or influence will monitoring strategies to ensure staff • Recommends/ be required and adjustments as required. methodologies to ensure determines strategic meet them. discusses client satisfaction. business direction to situation/concerns with • Adjusts service based meet projected needs of appropriate individuals. on client feedback. clients and prospective • Proposes new, creative clients. and sound alternatives to improve client service. 17
Client Focus Identifying and responding to current and future client needs; providing service excellence to internal and external clients Responds to client requests • Identifies client needs and expectations. • Responds to requests efficiently and effectively. • Takes action beyond explicit request within established service standards. • Refers complex questions to a higher decision-making level. • Meets client needs in a respectful, helpful and responsive manner. • Seeks feedback to develop a clear understanding of client needs and outcomes. • Uses client satisfaction monitoring methodologies to ensure client satisfaction. • Adjusts service based on client feedback. Builds positive client Relations • Contacts clients to follow up on services, solutions or products to ensure that their needs have been correctly and effectively met. • Understands issues from the client’s perspective. • Keeps clients up-to- date with information and decisions that affect them. • Monitors services provided to clients and makes timely adjustments as required. Anticipates and adapts to client needs • Maintains ongoing communication with clients. • Regularly and systematically contacts clients or prospective clients to determine their needs. • Uses understanding of client’s perspective to identify constraints and advocate on their behalf. • Works with clients to adapt services, products or solutions to meet their needs. • Encourages co-workers and teams to achieve a high standard of service excellence. • Anticipates areas where support or influence will be required and discusses situation/concerns with appropriate individuals. • Proposes new, creative and sound alternatives to improve client service. Fosters a client-focused culture • Tracks trends and developments that will affect own organization’s ability to meet current and future client needs. • Identifies benefits for clients; looks for ways to add value. • Seeks out and involves clients or prospective clients in assessing services, solutions or products to identify ways to improve. • Establishes service standards and develops strategies to ensure staff meet them. Considers the strategic direction of client focus • Communicates the organization’s mission, vision and values to external clients. • Strategically and systematically evaluates new opportunities to develop client relationships. • Creates an environment in which concern for client satisfaction is a key priority. • Links a comprehensive and in-depth understanding of clients’ long-term needs and strategies with current and proposed projects/initiatives. • Recommends/ determines strategic business direction to meet projected needs of clients and prospective clients. 17
Process%20Manual%20for%20TNA.docx