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Customer Satisfaction
We deeply understand and fulfill the needs of our internal and external customers, particularly consumers.
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For all Staff
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Clearly identifies internal and/or external customers.
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Puts oneself in customers’ shoes; listens and observes to understand customers’ needs and expectations in a holistic manner.
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Ask questions to clarify and seek mutual understanding.
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Proactively seeks feedback from customers to make improvements; uses customer insights as the basis for problem-solving and decision-making.
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Proactively provides empathetic solutions to satisfy customers’ needs and expectations.
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Responds to customers’ inquiries in a timely and effective manner.
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Consistently receives positive comments from customers.
For all Managers and above only
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Cultivates a customer-centric mindset within oneself and the team.
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Anticipates how decisions will affect customers.
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For all Staff
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Fails to clearly identify internal and/or external customers.
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Has difficulty empathizing with customers; makes assumptions about what customers need and expect.
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Does not ask questions to clarify and seek mutual understanding.
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Ignores customer feedback; does not use customer insights for problem-solving and decision-making.
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Passively reacts to customers’ needs and demands.
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Delays in responding to customers’ inquiries.
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Frequently receives negative comments from customers.
For all Managers and above only
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Fails to cultivate a customer-centric mindset within oneself and the team.
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Overlooks how decisions will impact customers.