Does the person act for the good of the customer?
Customer orientation involves a desire to help or serve customers and meet their needs. It means focusing on determining and meeting customers' needs.
- Responds to the customers' questions, complaints or problems and keeps them updated as regards the progress of their projects (but does not delve into the customers' underlying problems).
- Maintains ongoing communication with the customers in order to determine their needs and level of satisfaction.
- Offers customers useful information.
- Provides service to customers in a cordial manner.
- Personally takes responsibility for solving the customer's problems.
- Solves problems quickly, without making excuses.
- Remains completely available for the customer, especially when they are going through difficult periods (for example: offers their personal phone number to the customer, tells the customer how they can be reached or dedicates extra time to the customer).
- Does more than is normally expected by the customer.
- Knows the client's business and/or seeks information regarding their real needs, going beyond those initially expressed.
- Adapts the available products or services to these needs.
- Anticipates the client's needs.
- Advises the client and gives them alternatives that are better adapted to their needs.
- It works with a perspective of long term when to solve the problems of the client/a. If necessary, sacrifices "today for tomorrow".
- It acts as a reliable adviser, involving in the decision-making process.
- It has own opinion on needs, problems and opportunities of a client/to and on the feasibility of the solutions.
- It acts according to this opinion (for example: recommends new and different approaches that are different from those requested by the customer).