|
CLIENT
FOCUS
Please
note: This competency profile will be revised to be consistent
with the Alberta
public service competency model.
COMPETENCY
DESCRIPTION
Below
is a description of the competency as well as behaviours
typically demonstrated by high performers in each classification.
Client
Focus: Understanding
and meeting or exceeding client needs.
Behaviours:
|
Administrative
Support
|
Professional
|
Managers
|
| Establishes
effective client relationships. |
Contributes
to positive outcomes for the client. |
Meets
long-term client needs. |
Advocates
for client needs. |
| Develops
and maintains effective working relationships with
clients based on trust. Responds to specific
needs to the client's satisfaction. Actively
supports the interests of the client by making choices
and setting priorities to meet their needs. |
Makes
concrete attempts to make things better for the client
in some way. Gives service beyond clients'
expectations by seeking information about the real,
underlying needs of the client, providing insights,
and recommending actions to address these needs. |
Identifies
trends, anticipates and develops plans to meet future
needs of existing and potential clients. May
trade off immediate costs for the long-term relationship. Acts
as a trusted advisor while looking for long term
benefits to the client. Consults with clients
and ensures their needs are represented in the organization's
decision-making. |
Actively
represents the needs of clients by promoting their
interests to appropriate decision-makers. persistently
lobbies on behalf of clients to integrate their interests
into the larger strategic corporate direction. |
DEVELOPING
COMPETENCE IN CLIENT FOCUS
- TIPS FOR STAFF
| Behaviour |
Ideas
for On-the-Job Competency Development
|
| Establishes
effective client relationships. |
- List
all the clients you need to satisfy in your job
and list their needs from their perspective. What
are they looking for and needing. Now ask
your clients how they perceive their needs. Note
the differences.
- With
this information in mind, brainstorm ideas with
staff and colleagues on how to better relationships
with clients. Pick one suggestion and work
on it.
- Identify
someone who is known for excellent client service. Observe
how he or she interacts with clients. Ask
the person to describe his or her client service
approaches.
|
| Contributes
to positive outcomes for the client. |
- At
the end of the day for two weeks, answer the
question: "What have I done today to make
things better for our clients?" Record
your answers.
- Pick
one client or service you provide. What
are the client expectations in that particular
area? Brainstorm how you could surpass
those expectations.
- Evaluate
how you and your work unit deal with customer
complaints. Do your behaviours and policies
reflect a client service orientation? Discuss
with colleagues and clients what you can do in
a complaint situation to better your relationship
with the client.
- When
a complaint is voiced, make sure you understand
the underlying expectation that caused the problem. What
action do you need to take to address the underlying
client needs?
- If
you are a supervisor, meet with frontline staff
and discuss what you could do to support their
interactions with clients.
|
| Meets
long-term client needs. |
- Read
an article, chapter or book on current trends
in your program area.
- Keep
a file of newspaper clippings, trade and business
journals, annual reports, and marketing research
on each of your clients to stay in touch with
their business and grasp their long-term needs.
- Before
a business planning session, think of what your
organization could do to ensure clients needs
are met.
|
| Advocates
for clients' needs. |
- Make
a list of client interests that need to be represented
to senior management.
- Make
an outline of how these needs can be addressed
in the department or work unit business plan.
- Raise
client issues at a staff meeting and influence
the team to address these issues.
- Identify
a colleague that has successfully lobbied for
clients and ask them to coach you.
|
DEVELOPING
COMPETENCE IN CLIENT FOCUS
- TIPS FOR
SUPERVISORS
| Type
of Support |
Ideas
for
Developing Staff
|
| Coaching |
- Have
employees list all their clients and identify
the needs of each client.
- Have
employees demonstrate examples of how and where
they sought client input, and how that input
impacted the outcome.
- Encourage
brainstorming within the work unit to identify
how you can best serve the customer and address
client issues.
- Measure
and report on customer feedback.
- Ask
your employees what they need to support their
interaction with customers.
- Keep
information on your clients to stay in touch
with their business and grasp their needs.
|
Development/
Learning |
- Provide
customer service workshops if required.
- Encourage
employees to request customer feedback and demonstrate
how they have acted on that feedback.
- Hold
customer focus groups, to determine overall satisfaction
and identify opportunities for improvement.
|
PREPARING
FOR AN INTERVIEW
- POSSIBLE QUESTIONS
-
Give
an example of how you provided service to a client
beyond their expectations. How did you identify
the need? How did you respond?
-
Describe
the processes you use to stay in touch with clients'
short- and long-term needs.
-
Describe
a situation in which you acted as an advocate within
your organization for your client's needs, where there
was some organizational resistance to be overcome.
|
|
|
|
Contact
Us
