Competency Title:

Customer Focus

Competency Type:


Competency Description

This competency refers to the ability to deliver product and services that meet the needs of customers (internal/external) in a professional, efficient and ethical manner to create value to stakeholders. The scope includes providing services to promote and enhance the customer experience; taking ownership, anticipating needs and providing high quality products and services to customers.

Level 1 - Awareness

Level 1

• Identify the different types of customers and their expectations.
• Recognise internal processes that serve customer service requests.
• Identify channels of communication used to engage customers.
Level 2 - Knowledge

Level 2

• Seek information to understand customers' circumstances and expectations.
• Match customer information with appropriate products and services.
• Recognise services available from the customer's perspective.
Level 3 - Skill

Level 3

• Analyse information to establish trends in customer needs and expectations.
• Take ownership and follow up with customers to make sure their needs are being met promptly.
• Adapt services or solutions to continuously improve the quality of products and services to meet customer needs.
Level 4 - Mastery

Level 4

• Establish initiatives that address the current and changing needs of customers.
• Establish standards for service delivery excellence to improve customer experience and exceed the client charter.
• Incorporate customer perspectives in the provision of high quality products and services.
Level 5 - Expert

Level 5

• Evaluate trends to anticipate the long-term needs of customers.
• Lead initiatives to remove barriers in providing customer service excellence.
• Assess the current service delivery and recommend innovative approaches to create value to customers.