Definition Why is it important? Level 2 (+ Level 1) Level ...

1. Customer Focus Level 4. Definition Seeking to determine the needs of customers and taking action to satisfy them Why is it important? All employees must demonstrate a full understanding of customer needs and expectations to enable the effective delivery and development of appropriate quality services which meet customer expectations Level 1 Level 2 (+ Level 1) Level 3 (+ Levels 1 & 2) Level 4 (+ Levels 1, 2 & 3). Delivers a Service Seeks Customer Feedback to Add Understands Customer Requirements Champions Customer Focus Culture Value Identifies and clarifies individual Consistently makes decisions Acts as role model in personal Makes sure the organisation works customer needs focused on customer needs approach to customer focus to resolve issues most important to Takes ownership for solving Analyses delivery of services and Takes time to establish underlying customers customers problems provides solutions to problems needs of customers beyond those Identifies good practice and solutions Resolves customer enquiries Finds different ways to satisfy initially expressed and integrates into service provided promptly at point of contact and only customer needs Organises processes around Translates operational feedback into refers to others when genuinely Takes pride in delivering high quality customer taking account of complex strategic improvements

1. Customer Focus – Level 4 Definition Seeking to determine the needs of customers and taking action to satisfy them Why is it important? All employees must demonstrate a full understanding of customer needs and expectations to enable the effective delivery and dev elopment of appropriate quality services

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